Sunday, 22 July 2007

Breaking up is hard to do

Things gone wrong with a customer? Been de-listed?
It happens to everyone at some point; customer relationships have a biorhythm. Sometimes it’s not your fault, the new broom will bring trusted vendors with them; you can only move on and hope that your old contact gets the opportunity to affect change in their new role. If things have gone bad, perhaps you screwed up (it happens) in the past you might have said “this is bad but we can learn from this, move on and will not make the same mistake again”

I have some bad news for you.

We have noticed a trend in a few RFX forms in recent months. As well as asking for positive references companies are now asking for the contact details of customers that have de-listed you. This is a brilliant move; they get to find out why you were de-listed PLUS they get to find out who replaced you and why. As Ben McConnell says, “Google never forgets”; just don’t think that you can walk away from treating customers badly and start again if you want to win big business with a corporate. It's never been truer that what goes around comes around.

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