Do you agree with the philosophy “The customer is always right”?
• Yes, a company’s reputation
is important – 56.3%
• No, our policies were implemented
for a reason – 40.6%
• Yes, we need all the business we can get – 3.1%
Is a client or customer’s business worth keeping if he or she is a major source of frustration?
• Sometimes – 90.6%
• Never – 9.4%
How do you handle disgruntled customers or clients? (Check all that apply)
• Find a compromise – 78.1%
• Apologize, but stick to policy – 43.8%
• Offer free or discounted services – 21.9%
• Give in to their demands – 9.4%
Do you ever check websites such as Yelp or Angie’s List to see what consumers are saying about your business?
• No – 67.7%
• Yes – 32.3%