The survey found that 63% of consumers will tell others about a poor service experience, but only 54% will talk about a good experience.
On average, Canadian consumers tell 13 people about their good experiences, and 21 people about their bad experience.
So what are we doing wrong? Growing up a Canadian, the one thing I always heard from travelers or from places I have travelled was how friendly and polite Canadian’s are. Now this is not to say all Canadian’s have forgotten their manors. I live in the GTA where it seems to be worse. Just outside of Toronto, people remember to say please and thank you, and places like Tim Horton’s will go out of their way to service their customers in an efficient and friendly manor.
One of the first things we need to remember is that no matter how much you push for sales, you will not succeed if the customer is not happy. So spend the two seconds it will take say “Have a nice day” Listen to what your customer is asking for and do your best to provide. Smiles are free (at McDonalds anyway).