Don’t accept quitting customers- have them make you better

There comes a time in any relationship that it must end. If a customer (or employee) is leaving you, ask them what you can do to improve your service. You’ll get a very honest answer which can be a real eye opener.

Real Life example:
A reader emailed us to remove her from our newsletter list. This is an unusual request. When we responded to tell her she was removed we asked if there is any way we can improve. Her response, “I couldn’t find the area to remove my old e-mail address and replace it with my new and current e-mail address ” We made the email address switch for her and are now looking into simplifying our mailing software to make it easier to change email addresses. Not only did we save a “customer” we also got an idea how to keep them in the future.

(Thanks L.)

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