Why Customers Leave

Customers are the lifeblood of any business. In a typical business, dissatisfied customers don't make repeat customers.  One survey shows that they stop patronizing a business for the following reasons:

  • 1% Die

  • 3% Move Away

  • 5% Form Other Interests

  • 9% For Competitive Reasons

  • 14% Product Dissatisfaction

  • 68% Because someone was rude, indifferent, or discourteous to them.

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Why Employees Leave

Employees are both your biggest expense and the key to greater profits.  It would be great if most employees felt that their work really mattered to the success of the company. Employee are a company's internal customers.  Most leave or are terminated from a job because of unmet, perhaps never spoken, expectations. Today's savvy employers are providing employees with training and tools to help them take responsibility for their own careers.  

For employers, below is a Employability Skills Profile from the Conference Board of Canada, which might be a useful tool to assist in communicating your needs:

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Workplace Issues
Employer / Employee Expectations

In every workplace employers and employees have expectations of one another. It is a good idea to try to find out what these expectations are and to be aware of them in your chosen place of work. With the changing nature of work many of these expectations have changed and will continue to do so.

EMPLOYABILITY SKILLS PROFILE:

The Critical Skills Required Of The Workforce

The following list of skills needed for success was compiled by the Corporate Council on Education, a program of the National Business and Education Centre, The Conference Board of Canada.

Academic Skills
Personal Management Skills
Teamwork Skills

ACADEMIC SKILLS

Those skills which provide the basic foundation to get, keep and progress on a job and to achieve the best results. Canadian employers need a person who can:

  • COMMUNICATE
    • Understand and speak the languages in which business is conducted
    • Listen to understand and learn
    • Read, comprehend, and use written materials including graphs, charts and displays
    • Write effectively in the languages in which business is conducted
  • THINK
    • Think critically and act logically to evaluate situations, solve problems and make decisions
    • Understand and solve problems involving mathematics
    • Use technology, instruments, tools and information systems effectively
    • Access and apply specialized knowledge from various fields (e.g., skilled trades, technology, physical sciences, arts and social sciences)
  • LEARN
    • Continue to learn for life

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PERSONAL MANAGEMENT SKILLS

The combination of skills, attitudes and behaviors required to get, keep and progress on a job and to achieve the best results. Canadian employers need a person who has:

  • POSITIVE ATTITUDES AND BEHAVIORS
    • Self-esteem and confidence
    • Honesty, integrity and personal ethics
    • A positive attitude toward learning, growth and personal health
    • Initiative, energy and persistence to get the job done
  • RESPONSIBILITY
    • The ability to set goals and priorities in work and personal life
    • The ability to plan and manage time, money and other resources to achieve goals
    • Accountability for actions taken
  • ADAPTABILITY
    • A positive attitude toward change
    • Recognition of and respect for people's diversity and individual differences
    • The ability to identify and suggest new ideas to get the job done creatively

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TEAMWORK SKILLS

Those skills needed to work with others on a job and achieve the best results. Employers need a person who can:

  • WORK WITH OTHERS
    • Understand and contribute to the organization's goals
    • Understand and work within the culture of the group
    • Plan and make decisions with others and support the outcomes
    • Respect the thoughts and opinions of others in the group
    • Exercise "give and take" to achieve group results
    • Seek a team approach as appropriate
    • Lead when appropriate, mobilizing the team for high performance

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