Some salespeople like to blame price as the reason a long-term customer is lost. Others blame a service issue. But the reality is, it’s rare that either is ever the true culprit.
Customers don’t usually leave because of a lower price or a service problem. Most are smart enough to know the problems associated with price cutters and are understand when mistakes are made (as long as they’re not reoccurring).
Here are three more likely reasons customers will jump ship to find new suppliers. Pass them along at your next sales meeting.
- Customers get the feeling they’re being taken for granted and are no longer receiving the special treatment they got when their accounts were first opened. They were pleased with the way they were treated as prospects. But they notice the difference once they became customers. This approach makes it difficult to maintain a positive relationship that leads to continuing business.
- Customers feel you’re more interested in finding new, larger accounts than continuing to spend time with them. Changing the frequency of your calls and visits may convince them that you’re looking for bigger and better customers.
- They get the idea that the only time their suppliers want to see them is when they’re being sold something new. Customers are looking for salespeople who constantly show concern — not just at the point of sale.
