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The Effects of Hiring The Wrong Employee
by: Dermot Fitzpatrick
Employing the right employees is essential to having a
healthy business because your employees represent your business. If you hire
employees who are inadequate at their job, you will loose customers and a loss
of customers translates to a loss of revenue. In short, your employees can
effect the quality of your business.
Unfortunately, you may never know that one of your employees is the cause or
the drop in customers since 96% of businesses will not receive a complaint. As
though being unaware isn’t frustrating enough, the customer angered by your
employee, will then go and tell 9 to 10 people about the terrible experience
they had with your business. Thus costing you even more customers.
It may surprise you to learn that if your employee has
angered 1 customer in a certain way it likely that 27 other customers have
similar concerns to that customers.
Though these figures are staggering, there is hope for
your business. Out of the customers who register a complaint, as many as 70%
will do business with you again if the complaint is resolved effectively. This
number shoots up 96% if the complaint is resolved quickly. After having a
complaint dealt with accordingly a customer will then tell about five people of
the treatment they received.
Though recovering customers and correcting a complaint
is doable, you may still loose customers. Thus is it best to select a
dedicated, skilled employee in the first place. After all, if that employee
costs you a customer it will cost you five times more to attract a new
customer than to have kept the previous one. Remember an employee is meant to
be an attribute to your company not a hindrance, so choose wisely.
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