converting website visitors
  • South East 01622 761321
  • North West 01978 600105
  • South West 0118 4300150
  • North East 0191 6660108
  • Midlands 0121 4050510
Call back

Developing your people to enhance your customers experience

Are You A Fool?


Marie Cross

Share This

“Only a fool learns from his own mistakes. The wise man learns from the mistakes of others.” (Otto Von Bismark)

I love this quote and it’s so true, especially in the world of customer service.

Considering the wealth of research that has been carried out about customer service both in the US and the UK we should have learned lots – there are heaps of facts and statistics to show us the way forward in our business.

If we’re clever these should inform the way we think, act and speak about and to our customers. This information should form the bedrock of our approach.

Here at FIT we talk about making sure our customers have a Positive Memorable Experience each and every time, and here are key learns to show us why:

  • 96% of unhappy customers don’t complain - 91% of them  will just leave! (1st Financial Training services.) Can we really afford that to happen when we know that to acquire a new customer costs us 5 times more than it does to retain an existing customer?
  • A customer who is not happy will tell between 9-15 people about their experience.  Scarily about 13% of dissatisfied customers tell more than 20 people.  (White House Office of Consumer Affairs)  Did you know it can take 10 years to build a reputation and only 10 minutes to ruin it?
  • It takes 12 positive experiences to make up for one unresolved negative experience – (“Understanding Customers” by Ruby Newell-Legner)  Yes, that’s right, a DOZEN. That’s a huge figure when you think about the number of customers you have.

The benefit of hindsight is a marvellous thing.

So I guess the message behind this blog is that we ignore this information at our peril! 

It is costly, time consuming and potentially damaging to learn from your own mistakes, especially when you can be smart, and learn from others!

Keep FIT!


Cross Marie


Marie has spent her entire working life within the frontline customer service and telesales environment - passionate about the industry, the people in it and their untapped potential! A highly respected and dynamic training professional and inspirational coach, she 'wakes and shakes' individuals to want to be better and achieve more!

Hello...I'm Marie Cross!

Marie Cross

...and I'd love to include you in our growing list of readers who are discovering new, practical ways to develop remarkable service in their call, contact and customer service centres.

If you'd like to receive regular updates on developing world class customer service in your contact centre then simply complete the form below, click the button and you'll receive a regular flow of ideas, hints, tips and techniques straight to your inbox.

Call Training Resource Centre

Great News For Small Business Owners

84% OF most customer buying decisions are entirely emotional

Appeal to those emotions and discover how you can turn satisfied customers into real raving fans who’ll keep coming back, spend more and recommend you to others.

Appeal To Your Emotions

Here's just a few of the clients we've helped...