According to a past American Express survey, Americans tell an average of 9 people about good experiences, and tell 16 people about poor experiences. The challenge is that out of those who have poor experiences only 4% tell the actual business.
Many businesses don’t even know they have a problem.
As leaders trying to please God, we should be loving our neighbor in a way that our customer service far exceeds industry averages.
1 Corinthians 10:24 teaches, “Let no one seek his own good, but that of his neighbor.”
To seek the good of our neighbor we need to first understand our customers perceptions of our service. Proactively surveying customers and giving them every opportunity to share their concerns is crucial. Then we can work on meeting their expectations.