Friday, March 13, 2015

The High Cost of Losing a Client / Customer

1. In an average business, for every customer who bothers to complain, there are 26 other who remain silent.

2. The average "wronged" customer  will tell 8 to 16 people (over 10 percent will tell more than 20 people).

3. 91 percent of unhappy customers will never purchase goods or services from you again.

4. If you make an effort to remedy customers complaints, 82 percent to 95 percent of them will stay with you.

5. It costs about five times as much to attract a new customer as it costs to keep an old one.

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“Copyright (3-13-15) by Robert V Gambone Sr.”

Monday, March 2, 2015

10 Characteristics of Successful Leaders

1. Leaders have passionate enthusiasm! Attitudes are contagious and team “leaders” understand that they are role models.

2. Leaders model the company’s values and “walk the talk.”

3. Leaders pull their teams up the hill, face them and don’t turn their backs.
"old-school managers" push employees up the hill.

4. Leaders are not necessarily the best talent, they are skilled at recognizing and utilizing talent.

5. Leaders develop others, place a high value on the “we,” and discourage the “I.”

6. Leaders know when to let other and better “leaders” lead... when the situation demands it.

7. Leaders listen and provide positive reinforcement and constructive feedback.

8. Leaders turn problems into opportunities.

9. Leaders understand that everyone falls, but not everyone fails.

10. At the end of the day... while others may think about the tasks that were completed, leaders reflect on the people that completed the tasks.