That is, how confident are you that your clients will keep doing business with you? If “5” is the middle point, I suggest to anyone answering “6” or higher that you are far more susceptible to losing a client than are the people who said “5” or lower.
Because a low number suggests to me that you understand how replaceable they are and how important it is to continue to earn their clients’ business. If this is true, you will continue to work hard to earn the business of your existing clients, even repeat orders.
Think of it this way: The number one reason why we lose a customer isn’t price, a late delivery, or a screwed up order. The number one reason why we lose a customer is because that customer does not think we are working for them any longer. And who put that thought into their heads? Your competition did when they called on your client and asked (in so many words), “What have they done for you lately?”
Do you want loyal customers?
Assume that every order is your last and that you need to earn their confidence and trust AND their business every day. Don’t EVER assume that your have loyal customers. That is the first step down the path that ends with the words, “I can’t believe they dumped me after all these years!”
Okay, now it is your turn. How loyal do you think YOUR customers are? Rate your answer on a scale of 1-10 with 1 being “Not at all” and 10 being “Completely. Leave a comment below and let me know what your answer.
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