Susan MeierIt takes about 6-7 times longer to acquire a new customer than to sell services to an existing client. It is also undisputed that 80% of the revenue are generated by 20% of the customers. These figures have been proven in many studies, and they show one thing: good customer service is worth it.
Unfortunately, I cannot give Malta the highest marks in this field, as the idea of service is not present with every service provider. You will not have a problem when you are looking for a flat. There are many agents who are happy to help you find the right place. But you have probably heard of the taxi situation: You want to go on a business trip and book a taxi to the airport with a well-known company. The next morning, an unkempt driver shows up with an equally scruffy car who then gets lost first, and then looks grumpy when you do not give him enough tip. This is a perfect example for bad customer service, and one of the reasons why I use the eCabs taxi service in Malta (you can see this as a direct recommendation!).
What can an entrepreneur learn from this example with the taxi driver? That we should always strive to please out customers! It is often enough to use your own expectations as the default values. Then you will find that speed, friendliness and cost can find a common denominator that clients are usually happy with. Providing good customer service is not very difficult, especially when you realise that it pays off. A satisfied customer will come back to use the services again. He might also recommend the services, which is important for the reputation and long-standing success. I appeal to all companies to make an effort to satisfy their customers! It is definitely worth it! And now I have to call eCabs – I have an appointment at the embassy…
