To sustain a relationship with a customer, you’ve got to think like a customer. Every time you visit, call, or send an invoice to your customer, consciously or unconsciously, your customers are asking themselves a bunch of questions like: why did I hire these guys or purchase this product? Do I still need them? Is this worth what I’m paying? Am I making progress? Am I seeing the results they promised? Is this the best company to purchase from?
Remember, it’s usually many little things that add up to the decision to terminate a relationship. If you are aware of, and address those issues from the start and keep focused on satisfying the customer throughout the relationship, you’re in a much better position to sustain the relationship. Instead of only sending customers invoices and questions, send them thank you letters and random gifts to help balance things out.
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Dr. Elijah Clark (August 23, 2022). Think like a customer [Web log post]. Retrieved from https://elijahclark.com/lesson-109/