Re: [WISPA] Why Customers leave
Tom and Jack, The 68% leaving from Indifference means that you aren't telling them how good you are. So when the new guy shows up, he has no idea of the record of reliability. One of the great things about selling Managed Router or Firewall or IDS service to businesses is that you can send them a report weekly or daily. This tells them regularly who you are, what you do, and how well you are doing it. It is advertising AND a report card. Many ISPs tell me that people leave - and these people never had a problem for the x number of years that they were clients. You didn't tell them. Out of sight is out of mind. Regards, Peter Jack Unger wrote: Tom DeReggi wrote: * 68% perceived indifference by a representative of your firm I just don't believe that. Are most businesses that stupid to allow That may be what Peter is trying to get us to think about and/or address. It takes only one bad customer experience which can easily be provided by one employee who either: 1. Lacks customer skills, or 2. Who is having a bad day, or 3. Who has just been shit upon by his or her manager to sour a customer on a whole company. -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] Why Customers leave
Interesting thought. Along those lines, try calling up past customers and asking them--you may not like the feedback, but, it should be useful. In any case, they'll likely have a better idea why they left than we will :) -Clint On 3/31/07, Peter R. [EMAIL PROTECTED] wrote: Tom and Jack, The 68% leaving from Indifference means that you aren't telling them how good you are. So when the new guy shows up, he has no idea of the record of reliability. One of the great things about selling Managed Router or Firewall or IDS service to businesses is that you can send them a report weekly or daily. This tells them regularly who you are, what you do, and how well you are doing it. It is advertising AND a report card. Many ISPs tell me that people leave - and these people never had a problem for the x number of years that they were clients. You didn't tell them. Out of sight is out of mind. Regards, Peter Jack Unger wrote: Tom DeReggi wrote: * 68% perceived indifference by a representative of your firm I just don't believe that. Are most businesses that stupid to allow That may be what Peter is trying to get us to think about and/or address. It takes only one bad customer experience which can easily be provided by one employee who either: 1. Lacks customer skills, or 2. Who is having a bad day, or 3. Who has just been shit upon by his or her manager to sour a customer on a whole company. -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ -- Clint Ricker Kentnis Technologies 800.783.5753 -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] Why Customers leave
Thats a good list Peter. My broadband churn is almost 100% people dying and moving. I think it's like 2:1 moving over dying, Thank god the housing market is in the toilet. Every week I open the newspaper and see which of my customers passed away. This week I lost 2. One a broadband sub and the other a dial up sub. Aside from the fact that they are no longer paying me, it's sad to watch one's life end so suddenly. Peter R. wrote: Why do customers leave? * 1% die * 3% move * 5% develop other relationships * 9% competitive reasons * 14% product dissatisfaction * 68% perceived indifference by a representative of your firm Source: U.S. News and World Report What to do about it? http://www.rad-info.net/whyleave.htm -- George Rogato Welcome to WISPA www.wispa.org http://signup.wispa.org/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] Why Customers leave
Not an accurate list, it leaves off a big category. - Customer doesn't know who or what they are using, nor why. Therefore makes uninformed decisions. So lack of communication with client base I believe is one of the biggest reasons for custoemr churn. For example, customer's staff change, will result in a new decission maker not being aware of history. I believe our best most trouble free customers (that fall off the radar) are the most likely to leave. Because we forget to remind them we are there and why they chose us. * 68% perceived indifference by a representative of your firm I just don't believe that. Are most businesses that stupid to allow that to happen? Tom DeReggi RapidDSL Wireless, Inc IntAirNet- Fixed Wireless Broadband - Original Message - From: Peter R. [EMAIL PROTECTED] To: WISPA General List wireless@wispa.org Sent: Friday, March 30, 2007 10:40 AM Subject: [WISPA] Why Customers leave Why do customers leave? * 1% die * 3% move * 5% develop other relationships * 9% competitive reasons * 14% product dissatisfaction * 68% perceived indifference by a representative of your firm Source: U.S. News and World Report What to do about it? http://www.rad-info.net/whyleave.htm -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
Re: [WISPA] Why Customers leave
Tom DeReggi wrote: Not an accurate list, it leaves off a big category. - Customer doesn't know who or what they are using, nor why. Therefore makes uninformed decisions. So lack of communication with client base I believe is one of the biggest reasons for custoemr churn. For example, customer's staff change, will result in a new decission maker not being aware of history. I believe our best most trouble free customers (that fall off the radar) are the most likely to leave. Because we forget to remind them we are there and why they chose us. * 68% perceived indifference by a representative of your firm I just don't believe that. Are most businesses that stupid to allow That may be what Peter is trying to get us to think about and/or address. It takes only one bad customer experience which can easily be provided by one employee who either: 1. Lacks customer skills, or 2. Who is having a bad day, or 3. Who has just been shit upon by his or her manager to sour a customer on a whole company. that to happen? Tom DeReggi RapidDSL Wireless, Inc IntAirNet- Fixed Wireless Broadband - Original Message - From: Peter R. [EMAIL PROTECTED] To: WISPA General List wireless@wispa.org Sent: Friday, March 30, 2007 10:40 AM Subject: [WISPA] Why Customers leave Why do customers leave? * 1% die * 3% move * 5% develop other relationships * 9% competitive reasons * 14% product dissatisfaction * 68% perceived indifference by a representative of your firm Source: U.S. News and World Report What to do about it? http://www.rad-info.net/whyleave.htm -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/ -- Jack Unger ([EMAIL PROTECTED]) - President, Ask-Wi.Com, Inc. FCC License # PG-12-25133 Serving the Broadband Wireless Industry Since 1993 Author of the WISP Handbook - Deploying License-Free Wireless WANs True Vendor-Neutral Wireless Consulting-Training-Troubleshooting Phone (VoIP Over Broadband Wireless) 818-227-4220 www.ask-wi.com -- WISPA Wireless List: wireless@wispa.org Subscribe/Unsubscribe: http://lists.wispa.org/mailman/listinfo/wireless Archives: http://lists.wispa.org/pipermail/wireless/
