Lesson 29º

 

 

 

 

 

 

 

Clients dissatisfaction and retention

We can’t always satisfy the clients. Sometimes it is inevitable that some clients are going to be dissatisfied. The most common motives for dissatisfaction are:

a) The Price. A typical motive for dissatisfaction is the price, especially when the client finds a similar service for a lower price. However, research shows that the price is not the principal decision factor for the majority of consumers.

b) Variability of the prices. Changes in prices can be the cause of dissatisfaction. A variable mortgage can be affected by interest rates.

c) Psychological Importance. Desired services generate less discord. The dissatisfaction will depend on the importance given to the product or service and the emotional link to it.

d) Assistance. The consumer considers the assistance received not good enough.

e) Number of alternatives. The dissatisfaction will depend on the perception of desirable and accessible alternatives.

f) Similar alternatives at different prices. Acquiring a product or service and then comparing what you have with other companies which offer the same at lower prices.

g) Credibility from the source of information. Lack of credibility from the source of information. Credibility is a fundamental factor especially with services. The consumer should perceive the sales person or the employee that is giving them their service as an expert and feel they are telling the truth.