Bad Service Equals Bad Business

Over 20Vo of customers leave a business without buying anything and an equal number stop shopping in the store all together when they encounter bad customer service, according to a Mohr Learning survey.

In addition, 267a relate their experience to friends and urge them to boycott the store. "While the most common response to poor service is to complain to the store manager, many people seem to protest with their pocketbook instead," said Mohr c.e.o. Michael Patrick. "Retailers need to recognize the less visible impact of bad service, which is the quiet erosion of their customer base."

The Boston-based firm reports that, when confronted with bad customer service, 39.37o of respondents complain to a store manager; 25.'77o tell their friends and urge them not to frequent the storet 22.27o stop shopping at the store; 22.OVo leave without making a purchase; 15.37o just ignore the transgression, and 12.77o get mad, but continue to shop at the store anyway.

Patrick says that although some retailers take their cus-