SMEs 'Don't care'

A new study has revealed that Small to Medium Enterprises are losing customers and yet are not focusing on service.

The survey, conducted by insurance comparator simplybusiness.co.uk, found that 38 per cent of SMEs have lost customers as a result of the recession, but just 17 per cent plan to place a higher priority on offering good customer service in the recession.

Only 18 per cent of small companies are spending more business time on customer retention this year, compared to 30 per cent that have increased time spent on hunting for new business.

SMEs are also finding customers increasingly demanding, with 78 per cent saying their customers want more for the same or less cost.

“A telling impact of this recession is the power it has given back to consumers,” says Tony Deacon, chief executive of simplybusiness.co.uk.

“They know that small businesses are crying out for custom and, as a result, it’s very much a buyer’s market.

“Small businesses need to focus on customer service is they are to survive in this most challenging of markets.”

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