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.
Dr. Elijah Clark (November 19, 2023). Think like a customer [Web log post]. Retrieved from https://elijahclark.com/lesson-109/