Comments on: The No. 1 reason customers stay or leave

By: Dick Tebaldi

Dick Tebaldi — Thu, 11 Feb 2010 17:59:01 +0000

Carlos, you are totally correct! The way you treat your employees gets reflected to the customers. I took a sales/mgmnt. course years ago, and the theme was “everybody you deal with is your customer and everybody is a supplier”! If you treat your “support team” like customers, they will react in kind. You, your team and the customer wins.
One other kick phrase upon answering the telephone was ” the answer is yes, what’s the question?”
You MUST SAY what you will DO and DO what you say you will do. Consistency is crucial…You can’t say you will and do it sometimes and not other times.
Good info, thanks!

By: David M. Delgado

David M. Delgado — Wed, 10 Feb 2010 23:10:25 +0000

Hey TJ,

I agree wholeheartedly with your comments and of course the context of the article. I’ll take your comments one step further. People may not necessarily remember what you said, or what you may have even done, but as you said, they will certainly remember how you made them feel. That alone, may be worth its weight in gold, or, conversely, in copper.

By: Carlos

Carlos — Wed, 10 Feb 2010 21:28:40 +0000

I agree that personal touches are needed for your customers. This also applies to your employees. If you are having a hard time with turnover, maybe you are not making your employees feel special any more. If they feel no emotional connection to you or your company, why would you expect them to stick around or give their best? Be an exceptional boss and you will have exceptional employees and exceptional customers.

By: Dick Tebaldi

Dick Tebaldi — Wed, 10 Feb 2010 20:55:52 +0000

Good comments, T.J. I especially liked “should be treated as a treasured gift”!
I’d never put words to the relationships I’ve been so fortunate to have the opportunity to develop, but if
I had to describe it, and I was as poetically gifted as you apparently are, those are the words I would use.
I absolutely consider my customers good friends, because there isn’t much I wouldn’t (haven’t in some cases) done
for and with them.
Thanks for the prospective.
These were obviously good thoughts/advice coming from Ken.

By: T. J. Bugg

T. J. Bugg — Wed, 10 Feb 2010 19:05:16 +0000

Ken your thoughts are in direct alignment with mine! My comment is that one “Never remembers what you said, but they will ALWAYS remember how you made them feel!”

Each relationship – business and personal – should be treated as a “treasured gift” and as such require continual deposits – especially if you ever intend to make a withdrawal. A genuine investment that needs to be nurtured continually.

Paul, your comments are also so very valid! The personal visit, the personal telephone call and the personal note arriving with a STAMP ON IT – are for the most part forgotten aspects of successful business and personal relationships. My clients are now accustomed to my remembering them on both a personal and professional basis and remembering them even in the times they are not requiring my services. That is why they remember me WHEN they do need my services. It is my mission to hopefully become part of their valued personal team of advisors in both good times and in bad.

Ken, thank you for your article as it was highly valued. Might I have your permission to share it with others?

Warmest regards,

T. J.

T. J. Bugg
Centennial, Inc.
tjbugg@centennialinc.com

By: Paul D. Schulte

Paul D. Schulte — Wed, 10 Feb 2010 15:05:57 +0000

Great comments in an effort to hold a customers hand in offering experienced guidance to grow with the exact demands of the customer. Face-to-Face meeting are imperative and perhaps a forgotten procedure since the introduction of emails, twitter, facebook, Im’s with the “Instant Gratifications” the youth of many industries expects in today’s markets.

A Handshake mentality, integrity and doing what is best for the company and the customer wil win time and time again. Yes, your competitors may offer a lower rate, but will their services be equal to yours and maintain the trust and quality experience your offer. Tough economy, quality services, honesty and integrity will win time and time again, or so I believe!

Love the web site informative and interesting!