Perceived indifference: the real reason clients vote with their feet.

No gold medals here I’m afraid

I have written about perceived indifference before but following a recent experience I wanted to explore it a little more.

Let me keep this one very brief: -

• We work very hard to win new clients
• We shower them with our attention
• After they have signed on the dotted line our attention is drawn towards the next target
• Sometimes we spend less and less time on our clients
• Perhaps we don’t listen as much as we used to
• Worse still we do less “little extras” that aren’t really necessary but the client appreciates
• We forget that strong relationships are built on making people feel important, appreciated and understood.

So what happens next? We learn that one of our clients has given a piece of business to one of our competitors. We’re angry and disappointed but we can’t see how this was our fault. Mmmmmm.

My advice is as follows: -

1. Examine your client estate and make absolutely sure each and every member is being looked after in a way that will ensure their continued loyalty. 
2. Step up your game as required.

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