How to Lose Customers Under Contract

Posted by Dave Kurlan on Mon, Jul 27, 2009 @ 12:07 PM

You know that your competitors' top prospects are your existing customers that you have under contract, right?

I spent the good part of this morning at the MA Registry of Motor Vehicles.  I spent 25 minutes waiting in line just to get to the person who gives out the number with the estimated wait time on it.  While I was in line, I noticed a sign that read:

"Today's RMV takes drivers beyond our branches to deliver quicker service through cutting edge technology...Our new fees (no, they weren't lowered) reflect our commitment to service, integrity and innovation..."

Wow - sure glad things have improved at the RMV.  Anyway,  I had an estimated wait time of an additional 28 minutes which, in reality was 55 more minutes.  There were about 125 people ahead of me, 15 counter positions and only 7 clerks.  

In total, it took 90 minutes to conduct a two-minute transaction and it wasn't to land tickets to hear the resurrection of the Beatles in Concert!  Why do they get away with such terrible service?  We don't have any choice.  Just like your customers who are locked in to a contract.  Call your cable company, phone company, or computer or software technical support line.  In most cases, the service is comparable to what I just described.  This level of service helps your competition take your customers away!  Make sure that you work even harder to keep the customers that you worked so hard to sell in the first place.  If you don't, they'll be somebody else's customer as soon as they can arrange it.

(c) Copyright 2009 Dave Kurlan

Topics: Dave Kurlan, sales, customer service, Customer Retention, Registry of Motor Vehicles, RMV, losing customers

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Best-Selling Author, Keynote Speaker and Sales Thought Leader.  Dave Kurlan's Understanding the Sales Force Blog earned a medal for the Top Sales & Marketing Blog award for six consecutive years. This article earned a Bronze Medal for Top Sales Blog post in 2016, this one earned a Silver medal for 2017, and this article earned Silver for 2018. Read more about Dave.

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