Stop shooting yourself in the foot!

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Stop shooting yourself in the foot!

Encourager-In-Chief: June 19th, 2019

Lesson 4: Failing to read clear warning signs of trouble.

After working with the same landscaping service for over 10 years, I finally had to find a new one. What made things worse is my old lawn care service had been my client since day one of my seminar business. It’s not easy to stop doing business with someone who’s been with you from the very beginning supporting your company. So why do it? Sometimes you don’t have a choice.

Trust me, I did not make this decision lightly. In fact, I went to one of my customers who worked for this company and said I need to talk with him. Nothing happened. I called him several more times and said I needed to talk, but he didn’t call me back. I saw him at one of my seminars and asked if he could go to lunch after the seminar and he said he couldn’t because he had an appointment. I said it’s really important that we talk. Not once did he ever follow-up to ask me what I wanted to talk about.

At some point, you need to read the trouble signs. Not every customer is going to tell you when something is wrong. When a customer is trying to get your attention and you ignore him or her, it is at your own peril. I would have liked to tell him that even though I was classified as a VIP client, twice his company had forgotten to schedule our service and we waited for months to have our lawn cleaned up. Our designated account manager rarely ever returned phone calls. One technician mistakenly ripped up all of our Black-eyed Susan flowers (which had taken us seven years to grow) because he thought they were weeds. 10 years later, they still have not returned to their former glory.

The sad thing is everything could have been fixed if we received immediate attention to our concerns and the company consistently worked to re-earn our trust at every opportunity. This is a big company and some of the people in it did a great job from the time we got there until the time we left. However, it only takes a couple, or in some cases one person, to create such a negative impression on your business that it outweighs all the good. Take your customers complaints seriously at your very earliest opportunity.

Ignore the problem and the customer goes away.
- Dave Romeo

This excerpt is taken from my Organizational Excellence II: Combatting Complacency seminar. I encourage you to register here for this seminar, which will be presented on November 21, 2019 from 8:30 am to 12 noon at the Eden Resort.

Organizational Excellence II: Combating Complacency

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Order my Get Organized Now! audio program which covers this lesson in much greater detail.

Get Organized Now!

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