get your service right to drive repeats and referrals The fact that Australia does not have a service culture is both obvious and damaging. Most businesses in Australia offer average business at best, and most retailers in Australia offer little or no service at all. Most of the retailers offering high quality service are international […]

get your service right to drive repeats and referrals The fact that Australia does not have a service culture is both obvious and damaging. Most businesses in Australia offer average business at best, and most retailers in Australia offer little or no service at all. Most of the retailers offering high quality service are international businesses, and the situation is much the same for business in general. Good service is so rare in Australia that when it is experienced, it is talked about for weeks, if not months. The excuses offered by business for not offering good service, including concerns about the cost of training staff who might leave, are both amazing and self-serving. I love the saying – ‘it is better to train staff that will leave than not train staff that will stay’. Research by Accenture in the United States found that 66% of customers switch brand and,…