Page 10 - customer service consistency matters
P. 10
They didn't.
I started noticing that when we did eventually respond, most of
the inquiries had already found alternatives. We were seeing a
decline in bookings from existing customers and had to focus on
increasing bookings from new customers or getting new business,
which was a costly exercise. The new customers saw the two-day
response period as the norm, but the old customers found
it...strange.
