A survey last week from American Express reveals that 9 out of 10 Canadians who experience wonderful customer service will tell others all about it – and not just a few friends.
“A full 90 percent of Canadians will tell others – on average 20 people – about a great service experience,” AmEx reports. Not only that, but nearly a third will start boasting within minutes: “32 percent will tell others within an hour, and 45 percent will do so within the same day of experiencing great service.”
What’s this mean to you?
“If you run a non-profit organization like I do, then it means focusing on your clients at all costs,” says Jeffrey Schwartz, executive director of Consolidated Credit Counseling Services of Canada. “And if you’re a client, it means reminding the organization you patronize that you’ve got a voice.”
As someone who helps Canadians struggling with debt, Schwartz has learned a few things about customer service.
“When our clients come to us, they’re stressed out,” he says. “They have complicated personal situations that need to be unraveled. It might seem logical to rush through as many clients as possible, but we tell our counsellors to take their time with each client – because I don’t need a survey to tell me that happy clients will share their stories and will speak well of our organization.”
While Schwartz may not need a survey to tell him this, the numbers don’t lie.
Consolidated Clients continue to brag about the customer service they receive, with more than 97 percent of those working with the agency indicating that they will recommend Consolidated’s services to friends, families and colleagues.