Incivility Up / Company Profits Down
Employees Drive Customers Away
“When the surveyed customers experienced poor service, 39 percent said they would never use the offending company again, and 36 percent would write a complaint letter or send an email.”
“Businesses Lose $75 Billion Due To Poor Customer Service”
Shep Hyken
Forbes Magazine
May 17, 20108
Updated December 10, 2021
This article is based on the NewVoiceMedia report below.
“This report explores the types of experiences that drive customers away from businesses into the hands of their competitors, what companies can do to stop them leaving; and why providing more emotive service experiences is essential to customer relationships.”
“Serial Switchers Swayed by Sentiment: How poor emotive customer services are costing brands billions”
NewVoiceMedia
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Employees Make Life Difficult For Each Other
“The truth is that rude, abusive, harassing, and bullying behavior has been costing organizations big-time for decades. The cost is seen in decreased productivity, loss of top talent, stilted innovation, increased sick time, poor customer service and yes, serious compliance violations. And when we include retaliatory behavior in this definition, the legal costs and compliance risks go even higher.”
“The Cost of Incivility in the Workplace”
Carrie Penman
NAVEX
February 21, 2019
http://www.navexglobal.com/blog/article/the-cost-of-incivility-in-the-workplace/
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Employees Sabotages Coworkers
“Several years ago, one of my clients, a 24/7 computer tech help firm, lost a major customer because the customer called in an emergency and received no help. The firm asked me to call the customer afterward in a client survey and potentially talk the customer into giving the firm second chance.
When I asked the customer for details, he told me the day on which he’d called and the employee he spoke to.
I checked the schedules and the employee the customer named hadn’t worked that day. When I investigated further, I determined that another employee had set the first employee up to take a fall by taking the call, giving his co-worker’s name, and “losing” the information.”
Bosses, Don’t Let Yourself Be Tricked Into Firing the Wrong Employee: When an Employee Has Possibly Set Up a Rival To Get Fired
Workplace Coach Blog
Lynne Curry
April 14, 2021
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Executives Make Life Difficult for Employees
A survey of hundreds of people revealed that “over half of them claim they behave uncivilly because they are overloaded and more than 40 percent say they have no time to be nice.”
Belittling and undercutting people lead to “loss of productivity, focus, creativity (and other traits companies seek when hiring.)”
“Poisoning the Well: The impact of incivility in the workplace”
Jeremy Willinger
Ethical Systems
June 29, 2015
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Rude Employees Hurt The Bottom Line And Are Contagious
Companies can lose thousands from “derogatory remarks, ignoring co-workers, and using a condescending tone.”
“…incivility is contagious. Just as kindness can be ‘paid forward,’ so can rude behavior.”
“Your Rude Co-Workers Cost Your Company an Extra $14,000 Per Employee, According to Science”
Amy Morin
Inc.
December 123, 2016
Incivility Up / Taxpayer Benefits Down
U.S. Naval Captain Terrifies Sailors Into Costly Silence
The commanding officer of a cruiser apparently looked for opportunities to be rude to anyone beneath him in rank. To avoid the Cruiser Commanding Officer’s habit of shooting bad news messengers, 30 sailors decided not to report bad news. The cruiser ran aground, which all 30 sailors knew was coming. The repair cost was about $10 million. Cruiser Commanding Officer was removed from his post for cause. Taxpayers had to cover a $10 million incivility loss.
It’s Our Ship: The No-Nonsense Guide to Leadership
Captain D. Michael Abrashoff
2008, pages 119-120.
Incivility Up / Small Business Profits Down
Owners Drive Customers Away
Paula M. Kramer
My daughter’s birthday is close to Christmas. One year, she got mostly cash gifts. Flush with that cash, she wanted to shop at her favorite store, a specialty store. Arriving at the store, we split up to look at different products. When I reconnected with my daughter she said she had decided not to buy anything.
Outside the store, she told me the owner had followed her everywhere she went. Every time my daughter picked up an item for closer inspection the store owner said:
“You can’t afford that.”
The store owner convinced my flush-with-cash daughter to never spend money there again.
That store closed within a few years. No one bought it out. I’ve always wondered how many customers the store owner drove away forever with her incivility.
Incivility Up / Personal Profits Down
Executives Sabotage Themselves
“Today, large and small businesses engage me to help them find a solution to breaking the glass ceiling for the women in their organization. On one particular call, a man who headed up a large medical practice explained to me how the two women on his Board of Directors, both eligible to replace the CEO, were going to be overlooked, because, he stated, “They’re bitches.” The women were qualified and deserving of the position, but no one would vote them in because of their attitudes. I knew exactly what he was dealing with.”
Shedding the Corporate Bitch: Shifting Your Bitches to Riches in Life and Business
2011, Page 216
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© Paula M. Kramer, 2024
All rights reserved.