Why do customers take their business elsewhere?

If you are not a member of a Board of Trade or a Chamber of Commerce then you should consider it! Below is an article from the Surrey Board of Trade in association with Chamber eLearning. This is one example of how these organizations help keep you and your business on track.


"Why do customers take their business elsewhere?

1. Problems sour the relationship. Problems can quickly sour the relationship and block any opportunity to move customers into the loyal category.

2. Poor follow-up. The same salesperson who spends months or even years pursuing a new customer fails to ensure that orders are processed and fulfilled in a satisfactory manner. The same is true when customer service people don't follow-through.

3. Poor listening skills. The sales or customer service person doesn't listen to what the customer really wants or fails to find a way to satisfy ongoing needs. People who listen more than they talk tend to retain more customers. The most successful sales and customer service people listen 70 to 80% of the time to make an effort to learn the real needs of customers.

4. They take customers for granted. We often hear companies talking about "owning a customer" or having an account "wrapped up." They express shock when the customer turns to a competitor. Even though they may be doing a good job taking care of customer needs, that's not enough today. It's the ideas, the information, the help, the guidance and the insight sales and customer service people give customers that continue to earn you the privilege of doing business with them.

5. They assume they know everything about the customer. Customers and companies change. One of the key roles of a sales or customer service person is to gather information continually about customers. What's happening to them? What changes are taking place? What problems are they facing? What difficulties are they encountering in the marketplace? What are their opportunities? What internal changes are taking place? If you don't have current, up-to-the-minute answers to these questions, you're in no position to meet their needs. If we ponder the past too much, someone new may be coming through the door to take our place. "

If you take care of your customers, they will take care of you! Call NBN today for better sales tomorrow.

Thank you.

Ken Flanders, General Manager NBN