My original interest when I chose to leave Forensic Accounting was customer retention. That is because it had become apparent to me that customer attrition was much more costly to businesses than all forms of internal losses combined. It quickly became evident however, that customer retention is and has always been a function of employee retention. Simply enough, your external customer service will never be better than your internal customer service. Employees will never do a better job for customers than managers are doing for them.
I have spent thousands of hours working with hundreds of businesses to reduce employee attrition. My consistent track record is having been able to reduce voluntary turnover by no less than 50% without recourse to compensation or other recurring costs.
- Scott Degraffenreid, 2001
