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"Being on par in terms of price and quality only gets you into the game. Service wins the game." --Tony Alessandra
Competition is fierce regardless of what business you're in; prudent companies study their competitors, spend money on advertising, and analyze their products continuously. Since retaining customers should never be taken lightly, these efforts are admirable--and necessary. They can, however, cause you to lose sight of your most basic and powerful weapon against losing customers: your employees.
Most customers do not leave because they were lured away by the competition or enthralled by a more impressive product. Sixty-eight percent of customers make a change because they were turned off by the indifference of employees, says the American Society for Quality Control. Customers want to feel valued and respected--not treated as if they were a …