When I first began my sales career, there was a company creed: the customer's always right. Over the years, that seems to be a lost idea, in many organizations. Instead of care, support and assistance, as customers we sometimes find surliness, inflexibility, indifference and laziness when we have problems to resolve. This is unfortunate for us, as customers; it is even more unfortunate for sales reps and companies, who work extremely hard to get an order.

When customers stop buying from a company only 14 percent do so because of product dissatisfaction. A startling 68% say that someone was rude or indifferent to them.
One of every five supermarket customers switch stores in any given year. Surly treatment at the check out register is the primary reason for this move.

It costs the average business about $20 to keep a current customer happy. By contrast, acquiring a new customer involves an outlay of approximately $119.00
Typically one dissatisfied customer informs 11 others about poor service. In turn, each tells five more. As a result 67 people get a bad impression of a business because just 1 customer was mistreated.