Customer Service is a Privilege

By: Dave Melton
Published: April 11th, 2012

Getting team members to understand customer service facts

Serving customers is not a punishment; it is a privilege. That's how I want my team members to think. Customers form the foundation of how my employees make money to support their families. The more delighted customers we have, the more opportunities my team members have to take care of the people most important to them. That's why we never stop talking about customer service. Here are some tools we use to continually remind our team about how important the customer is to all of us.

Customer Service: The Facts

• It costs 6 times more to attract a new customer than it does to keep an existing one.
• Typically, a disappointed customer will tell 8 to 10 people about their problem.
• Seven out of 10 complaining customers will do business with you again if you resolve the complaint in their favor.
• Of those customers who quit, 68 percent will do so because of an attitude of indifference by the company or by a specific individual.
• In summary, all of these facts say: Customer Satisfaction = Success.

Dave Melton oversees six successful Domino's Pizza restaurants in New York City and Connecticut. His stores generate more than $6 million annually. His years behind the wheel of his franchise organization led him to pen a book - Hire the American Dream - that offers unique hands-on insight on a number of franchise operational issues.

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