By Drew Stevens, Ph.D.
Peter Drucker once stated that the purpose of every American business is one thing – creating customers. Research by the American Management Association show that your average HAPPY customer will tell 3 people about her experience with you. Research shows that, out of 25 dissatisfied customers, one customer complain, 24 are dissatisfied but do not complain, and 6 of 24 non complainers have serious issues with the organization. More importantly for selling professionals, customer service is included in 40 percent of every client interaction.
I remember the greatest words I ever heard when seeking to repair my computer after a 3 hour conversation, the representative getting tired stated, “You are a customer, and I will get this repaired for you no matter what”. When you supply grand slam customer service, your business costs are lower and your success greater.
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Perception is reality. What other people perceive about us as individuals is their reality. Have you wondered what perception Professional Recruiters have of PMPs? Recent conversations with recruiters have shown that having a PMP Certification, especially for those positions in the 100K-125K range, has become ever more important.
