Several surveys have been done on why customers do not give a business repeat business. Reasons given by customers for not returning for repeat business:
Moved 3%
Other Friendships 5%
Competition 9%
Dissatisfaction 14%
Employee Attitude 68%

These surveys would indicate that in addition to the technical training and job skill training provided to employees, some effort aimed at customer satisfaction and employee attitude is appropriate. Remember these may not be the people normally thought as "Sales People". For example Managers, Supervisors, Secretaries, Accounts Payable, Engineers, Accountants, Designers, Machine Operators, Security, Truck Drivers, Loading Dock, etc.
if not helping to cultivate Loyal Customers are hurting your customer retention. 68% of lost customers are due to one cause, employee attitude!!!

I agree 100% that attitude of employees reflects the company strategy. When a customer stays for a long time 10 years we tend to think that the customer will stay a year longer with a higher probability than a one year old customer. What do I notice is that if I stay longer than my expectations for the survice and special handling are growing. The longer I stay the higher are the expectations.

These surveys would indicate that in addition to the technical training and job skill training provided to employees, some effort aimed at customer satisfaction and employee attitude is appropriate. Remember these may not be the people normally thought as "Sales People". For example Managers, Supervisors, Secretaries, Accounts Payable, Engineers, Accountants, Designers, Machine Operators, Security, Truck Drivers, Loading Dock, etc.
if not helping to cultivate Loyal Customers are hurting your customer retention. 68% of lost customers are due to one cause, employee attitude!!!