Friday, October 12, 2012

Account Retention - Part 2

Dissatisfied vs. Unhappy
There's a big pay off to salvaging shaky partnerships. First of all, rebuilding often turns out to be more profitable and easier than starting from scratch with prospects. Second, rebuilding offers valuable insights into how to create a better company for all customers. And third, a customer who feels they were heard and their complaints addressed often turns out to be an advocate for your services in the marketplace.
For customers deemed dissatisfied, when you get out ask, "What can we do better?" This will help head off dissatisfaction before it turns into unhappiness.

On Monday, I'll share the difference betweem a satisfied customer and a loyal customer.

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