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May 14, 2013

The #1 Reason Customers Change Service Providers! (And what you can do—personally—to prevent it)

by mrshmooze

Here is the question of the day:  “What do you think is the #1 reason customers change service providers?”

All together now, 1 . . . 2  . . . 3 . . . PRICE!

Right?  WRONG!

I am not trying to dismiss the price issue with all the salespeople out there who get beat up every day over price. There is no denying price is huge and some buyers, particularly professional procurement officers, use price as the main driver of their decisions.  But that is not the #1 answer, particularly among buyers who are purchasing services to go along with the products. 

The #1 answer to why people switch is because they feel their current service provider is not paying enough attention to them. Let’s repeat that . . .

“The #1 reason people switch service providers is because they feel their current provider is not paying enough attention to them.”

Whoops . . . kind of lays it on the line doesn’t it? I mean, if people are switching because they feel under loved and I am in charge of showing the love when it comes to our client relationships . . . hmmmm . . . brings an old saying to mind— “I have met the enemy and the enemy is us.”

This week, I would encourage everyone who reads this column—myself included . . . I can get complacent— to step back for a moment and ask yourselves . . .

“Am I really doing everything in my power to cultivate, grow and protect my precious client relationships? Is there more I can do . . . today, this week, this month?”

Because I can tell you this for sure . . . someone else is just dying to get at your clients. Don’t let ‘em even get to first base. Show your clients the love . . . again and again and again and again!

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