Before They Go, a Customer Will Always Tell You Why They’re Leaving.
If a customer leaves you for no apparent reason, think back to your last meeting. Had you been listening closely, you would have heard the reason from your customer.
Think of your own experiences with a supplier. Before abandoning your service you probably said something like, “I’m not happy with the delay in shipping.” To which your service provider said nothing. Perhaps they didn’t even hear you. Because if they were listening and heard your remark – and they were interested in pleasing you – they would have offered a remedy to your complaint. But they didn’t. So you decided to find another supplier.
When a customer stops calling, think back to what they said at your last conversation. It is easy to become complacent with good customers. It is easy to take them for granted. Don’t. Every meeting with a customer is important. Pay attention to what they say. Pay attention to what they want more of.