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.

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