Do you have the impression that the sentence "the customer is king" is still correct today ?
What does you disturb most ?
Lacking readiness to help
Sloppy job execution
Obscure and unclear bills
Long waiting periods
These survey results imply clear objectives for the changes that have to be realised in regard to customer relationships in the service sector and especially in the handicraft business where carrying out services in the order of customers is daily business.
A survey about customer orders in the handicraft business shows a further aspect that speaks for the expansion of customer relationships and of customer care:
Thus, small and medium sized enterprises achieve 65% of their sales with regular customers.
The costs for the acquisition of new customers are five times as high as the costs for preserving old customers.