By Sheryl Mays As a business owner you use all your resources on acquiring clients, so why aren’t your focused on holding onto them? It’s worth noting that 95 percent of loyal customers spend 67 percent more than first-timers and it costs up to 7 times more to acquire new regulars than by retaining old ones. Here’s why 82 percent of patrons permanently shun businesses following bad service… Wait Times Nearly 60 percent of any kind of caller finds being on hold to be a frustrating part of the service experience. I recently rang my phone carrier to inquire about my bill and the wait time to speak with a representative was 10 minutes. In my frustration of the elevator music and the repeated options of how to connect, I hung up. I called another business and while the wait wasn’t quick, they stated they would call me in less …
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