Disappointed by customer infidelity!
10 June 2011
Read by 1975 persons
A few months ago, a new competitor set up shop in the market and we lost a lot of customers. It must be said that at the beginning we underestimated this competitor, thinking that our customers were loyal to us: we were very disappointed. Since then, morale has been low for the entire team and we are helplessly witnessing this drop in our turnover!
Ah, if only we were the only supplier on the market, if only our customers weren't so demanding, if only our employees would stop always wanting more, if only... But there you have it, "real" life doesn't flow like "a calm river"...
Are you naive?
A new colleague sets up shop on the market and you think you'll get through it without damage? That's showing great naiveté. Indeed, you underestimated your enemy and overestimated the loyalty of your customers. And even less did you take into account the appeal of novelty.
Your self-confidence and confidence in your products played you a nice trick this time!
Yes, over the years we build strong relationships and partnerships with our customers. Yes, some of our competitors are not really up to par. But how many are doing everything to surpass us at the finish line?
Success is not an arrow, it's a virtuous circle: so we must constantly question our strengths and weaknesses... Questioning ourselves is the most effective value there is! Because it's not about a drop in turnover but about customer satisfaction: so GET TO WORK!
Investigate and exceed their expectations
A customer is "programmed" to ask you for more! And for that, they use all the tricks in negotiation, including the one that consists of mentioning all the good qualities of your competitor. But when you investigate seriously, you realize that the gap to be bridged is much smaller. Also, in war as in war, investigate to perfectly master the offers of this competitor. This way, you will know exactly what to expect when your customer tells you that they got the same product for exactly 70% less...
Don't try to compete with your competitor because you would be fighting the wrong battle! Indeed, your focus must be on YOUR CUSTOMERS above all: what do they expect from you? What do they NO LONGER expect from you, thinking that you are not capable of it?
Go meet these temporarily lost customers and engage in dialogue about the reasons that led them to deal with this new supplier. Listen without interrupting your customer, don't try to sell, or worse, to justify yourself because if they express themselves freely they will do you an invaluable service! Indeed, they will give you the elements to better understand them, better serve them and therefore bring them back into your portfolio! Be ambitious in your objectives, because a lost customer is more difficult to win back than a new customer!
On this subject, clear the areas you haven't worked on yet, go conquer your new customers and stay vigilant this time...
Boost team morale
You are certainly not the only one with low morale, your team is also affected! So, it's up to you now to roll up your sleeves and instill enough energy in your employees so that they don't give up.
Have more meetings with them, go into the field with the sales team, look into production problems, review your communication strategy. In short, get to work without delay. And above all, demonstrate your leadership skills to your team: display the image of a manager who is worried but confident in his ambitions.
How much longer will you lock yourself into this comfortable routine of "it's turning anyway"?
So, finally, this competitor will have done you a service because it will have awakened you from the lethargy you were in! Now it's up to you to transform this "threat" into an opportunity. Opportunity for change, for upgrading the skills of your teams (and yourself), because it seems that your sales representatives and people in contact with customers (for example, customer service) would benefit from having their skills in this area "updated" and significantly improving your products. I will leave the final word to Sun Tzu who, in his excellent Art of War (which I encourage you to read quickly), said: "He who excels at resolving difficulties resolves them before they arise. He who excels at conquering his enemies triumphs before the threats of those enemies materialize."
So, it's up to you now to anticipate the next competitors and to transform yourselves into a threat to them and into opportunities for your customers.
It's your turn!
Posted on June 10, 2011
Lavieeco.com
Ah, if only we were the only supplier on the market, if only our customers weren't so demanding, if only our employees would stop always wanting more, if only... But there you have it, "real" life doesn't flow like "a calm river"...
Are you naive?
A new colleague sets up shop on the market and you think you'll get through it without damage? That's showing great naiveté. Indeed, you underestimated your enemy and overestimated the loyalty of your customers. And even less did you take into account the appeal of novelty.
Your self-confidence and confidence in your products played you a nice trick this time!
Yes, over the years we build strong relationships and partnerships with our customers. Yes, some of our competitors are not really up to par. But how many are doing everything to surpass us at the finish line?
Success is not an arrow, it's a virtuous circle: so we must constantly question our strengths and weaknesses... Questioning ourselves is the most effective value there is! Because it's not about a drop in turnover but about customer satisfaction: so GET TO WORK!
Investigate and exceed their expectations
A customer is "programmed" to ask you for more! And for that, they use all the tricks in negotiation, including the one that consists of mentioning all the good qualities of your competitor. But when you investigate seriously, you realize that the gap to be bridged is much smaller. Also, in war as in war, investigate to perfectly master the offers of this competitor. This way, you will know exactly what to expect when your customer tells you that they got the same product for exactly 70% less...
Don't try to compete with your competitor because you would be fighting the wrong battle! Indeed, your focus must be on YOUR CUSTOMERS above all: what do they expect from you? What do they NO LONGER expect from you, thinking that you are not capable of it?
Go meet these temporarily lost customers and engage in dialogue about the reasons that led them to deal with this new supplier. Listen without interrupting your customer, don't try to sell, or worse, to justify yourself because if they express themselves freely they will do you an invaluable service! Indeed, they will give you the elements to better understand them, better serve them and therefore bring them back into your portfolio! Be ambitious in your objectives, because a lost customer is more difficult to win back than a new customer!
On this subject, clear the areas you haven't worked on yet, go conquer your new customers and stay vigilant this time...
Boost team morale
You are certainly not the only one with low morale, your team is also affected! So, it's up to you now to roll up your sleeves and instill enough energy in your employees so that they don't give up.
Have more meetings with them, go into the field with the sales team, look into production problems, review your communication strategy. In short, get to work without delay. And above all, demonstrate your leadership skills to your team: display the image of a manager who is worried but confident in his ambitions.
How much longer will you lock yourself into this comfortable routine of "it's turning anyway"?
So, finally, this competitor will have done you a service because it will have awakened you from the lethargy you were in! Now it's up to you to transform this "threat" into an opportunity. Opportunity for change, for upgrading the skills of your teams (and yourself), because it seems that your sales representatives and people in contact with customers (for example, customer service) would benefit from having their skills in this area "updated" and significantly improving your products. I will leave the final word to Sun Tzu who, in his excellent Art of War (which I encourage you to read quickly), said: "He who excels at resolving difficulties resolves them before they arise. He who excels at conquering his enemies triumphs before the threats of those enemies materialize."
So, it's up to you now to anticipate the next competitors and to transform yourselves into a threat to them and into opportunities for your customers.
It's your turn!
Posted on June 10, 2011
Lavieeco.com
