GAME #11: How Much Is One Customer Worth?
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Game Categories:
Opener Energizer Communication
Team-building Review Topical: Customer Service
❖ Purpose: To quantify the need for a properly trained front-line staff.
❖ Time Required: 10 minutes.
❖ Size of Group: Unlimited.
❖ Materials Required: A form similar to the graphic below, prepared in advance by the trainer. ❖ The Exercise in Action: While few people will argue that having a properly trained front-line staff is critical to a business’s success, it’s an idea that is often hard to quantify. As a result, managers of front-line employees might not know just how financially damaging a single poorly trained front-liner can be. To illustrate the point, Rick What Is One Customer Worth?
Stamm, a partner with The Team Approach in Brownstown, PA, asks participants of customer- service training sessions to com- plete the form below. He says he got the idea from the teachings of business consultant Tom Peters. “By the time people finish filling out the form,” Stamm says, “they realize it makes a lot of financial sense to invest some time and money in making every employee a productive member of the cus- tomer service team.”
How much does your average customer spend during one visit to your store? How often does that customer visit your store each year? (Multiply times "a") A "lifetime customer" will stay with you for 10 years. (c = b x 10) A "lifetime customer" will bring you at least one additional cus- tomer through referral. (d = c x 2) How many customers does your employee interact with on an average shift? This employee is managing a portfolio of your future business that is worth: (Multiply "d" times the customers/shift)
a
b
c
d
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