And, by focusing on customer service, developing a service-oriented work setting and teaching and educating employees, any business can enhance its current business strategies. Of primary importance is that it improves customer retention. Loyal customers are not only important, they are essential. Research shows that 65 percent of a typical organization's business comes from current loyal customers. There are many ways to get people into a business.
Most managers are experts at that side of the business.
Unfortunately, very few dedicate time and resources to turn the people who walk through their business' doors into loyal customers. Most organizations spend more money on the repair of their copiers than they do on training their employees to provide exceptional customer service. Once you get customers in the door, you are shooting yourself in the foot if you do not give them the service they want. You could be losing money right there on the spot. More importantly, you might be losing money weeks, months, even years from now.