Linda Miller our General Manager wrote this for our conference call:

RECOGNIZE WHAT TURNS OFF YOUR CUSTOMERS:

Research in customer service repeatedly indicates that 60-70 percent of lost customers leave because of problems other than product quality or price. They get frustrated by the experience of doing business with the company; they feel they are not valued.

Get a few people together and ask them to describe some pet peeves about their experiences as customers and you'll get some very emotional reactions. Everyone can recall situations where they were treated poorly, inconvenienced, or bought prodcuts that just didn't measure up.

3 Categories of Customer Turnoffs"
1. Value Turnoffs - poor workmanship
2. Systems Turnoffs- Employee training, computer glitches, unmarked merchandise 3. People Turnoffs - Failure to greet, smile or assist customer. lack of knowledge, rude