A COMPANY that helps businesses nationwide improve their customer service is this month (September, 2011) urging solicitors to consider what they would do if they had no new customers.

Diciamo says that during the current economic climate, the legal industry needs to concentrate on how it is to survive and prosper, particularly when it comes to retaining customers.

Mario Dolcezza, Customer Service & Loyalty Expert at Diciamo, explained: “In difficult times it is harder than ever to predict how many new customers businesses can attract, so they need to focus on their current clients and their experience.

“Most companies see growth as their primary objective and expect this to come from the addition of new customers. This in part is true, however they are missing a really solid opportunity by not exploring the growth potential of their existing customer base. 

“Keeping your customers is all about building relationships with them, showing them that you’re interested in them and that you value their business. Solicitors need to engage with their customers, to make them feel valued and build customer loyalty.”

Mario developed a passion for customer service more than 20 years ago working in the hospitality industry, where he earned a reputation for transforming businesses.

He continued: “Most businesses expect to lose a certain percentage of customers each year and are so resigned to that fact that they do little to prevent it.

“Yet if they were to change their approach towards their existing customers as if ‘there were no new customers’ it is certain they would enjoy a lower level of loss, making the acquisition of each new customer more beneficial.

“Loyal, delighted customers have the essential qualities for great profitability. They’re much less sensitive to price, spend more per head and are more receptive to cross sales. Enhanced customer retention and increased referral is a recipe for a successful business.”

Diciamo works with some of the country’s leading companies, helping them develop clear customer focused strategies, which generate strong bottom line profits.

Mario added: “Diciamo’s strapline is ‘we know customers’ and the business is based on ensuring companies achieve their best when it comes to serving the general public.”

To find out more about Diciamo, which has its headquarters in Eden Office Park in Ham Green, Bristol, please call 08456 434 454 or visit the website www.diciamo.co.uk.