Do you have a clear plan for preventing customers from bolting to a competitor?

The key is to create a system for soliciting feedback that tips you off when you need to take action. What to do:

  • Call three customers a week – one happy, one unhappy, and one indifferent. If the “happies” say some of the same things unhappy or indifferent ones do, you’ve got work to do.
  • Call customers a set time after a major purchase. This lets customers know they’re valued, and uncovers problems before they spin out of control.
  • Meet regularly with others in your organization who deal directly with your customers – customer service reps, technicians, drivers, etc.

Source: Joan Koob Cannie, “Turning Lost Customers into Gold.”

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