In this article, we give very thought-provoking data on how the 80 to 20 rule applies to customer service in terms of positive vs. negative experience and why negative experience is remembered much longer than a positive one.
Question - Do you consider customer service as important these days? In times past, it was regarded as a glowing model of the way businesses ought to function and we are sure you have heard the popular saying that “the customer is always right”. However, is it still applicable nowadays or is the good old-fashioned customer service deceased?
In our opinion, customer service matters. However, its real importance becomes to be undervalued by most of the businesses.
The fact is that our world keeps shrinking due to the internet, review sites, social media and online forums. All of us shall be aware that all it takes is one unhappy customer to inform thousands more about the awful service and experience they received from you.
The fact is that excellent customer service is extremely important, and this is the indisputable fact. Customers are the absolutely vital element of any business, and the quality of service provided to them often is the only thing that keeps them coming back.
People are more than eager to share twenty negative experiences vs. five wonderful experiences when asked. This is what we call the 80/20 rule of customer service.
It is very easy to understand the 80/20 Rule. Its focus is on what people talk about – what they are telling other people about you. It centers on Customer Experiences that are awesome rather than the terrible ones.
An easy test which gives you a clear view. Do a simple exercise - write about your positive and negative experiences on the two sheets of paper. You don’t need to write in details, just a few highlights you can recall about the recent experiences. Check the total number of negative vs. positive experience you have put together – the percentage will be very near to 80/20.
It reveals some very interesting facts:
- Recalling the negative experiences is very easy – it comes quickly to your mind, and most of them are very recent.
- The experiences that were awesome do not come so easy, in fact, you have to think hard – and it is rather challenging to remember some very memorable and incredible experiences.
You get only a few experiences that are awesome because people usually forget it but never forget the negative ones. The majority of customers are more or less exhausted when they interact with businesses since the same old thing keeps happening again and again without any reason to liven up and say WOW this is incredible! It's possible they are great – but can't say they are incredible and memorable.
The customer-focused companies ensure they provide a great experience for their customers. Nowadays, if you get a consistent service, you build supporters which are highly valuable in our fast-changing world of today. The reason is that the ones who trust your business are sure to spread the word to many more people, especially via social media. You no longer need to do massive marketing; you only need to get more supporters to do the marketing for you.
It is not rocket science to provide excellent customer service. What you need is to focus on really caring for your customers and ensure that every interaction they have with your business is professional and pleasant - and that is all that is required. Deliver your promises and help resolve problems. Also, add some personal touch to your services so that clients never forget about the experience they had with you. That is what makes you stand out and be different to the others.
Keep in mind that to succeed in business, you must pay more a lot to retain the customers you already have. Care for your customers and watch them remain loyal to you for a long time. That is what you truly need to build a business that is sustainable and will exist for many years.
We at Atton Institute Dubai are the professionals providing the respective training which will help you and your team to reach your best results in customer service.