The Kitchen – Why Customers Stop

The Kitchen – Why Customers Stop


hi welcome to the kitchen when I was a
kid all the most important conversations of the day happened in the kitchen so it
seems like a pretty natural place to talk about business today I want to talk
about why your customers stopped doing business with you they did a survey and
the numbers are pretty clear as to why people go away so here they are one
percent of people stop doing business with you because they die they pass away
it happens 3% of people stop doing business with you because they move away
they pack up all their stuff they move to another city and they never darken
your door again 5% of people form other business relationships that means that
my mom and my sister went to work for your competitor and they’re gonna go I’m
gonna take my business there there’s nothing you could do about it and it’s
only 5 percent 9 percent of people leave for price reasons now keep in mind price
has an awful lot to do with value but that’s perhaps a topic for another day
it’s 9 percent of the reason people stop doing business with you
14 percent of people stop doing business with you because they have a problem you
couldn’t solve maybe a product or service that you offer just didn’t work
or didn’t meet their expectations when that happens you can try to fix the
problem and they may stay but 14 percent will leave because of the problem that
leads one number one really big number 68 percent 68 percent of people stop
doing business with you because of perceived indifference that doesn’t even
mean actual indifference it means they just think you don’t care maybe it was
you didn’t say hello maybe you didn’t return a phone call
maybe you you get back to them but instead you
have ghosted them instead or maybe you’re on your cell phone the whole time
they were in your store here’s the thing if you want to have connections with
people you’ve got to really help them you’ve got to pay attention and so put
aside the 7 in 10 that go away that 68% by simply working through their problems
paying attention being present in the moment if you do you may wind up keeping
a customer the whole lifetime until they die thanks for stopping by the kitchen
have a good night you

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