"In this global economy where industries are more and more competitive and commoditized, customer service can be the only thing separating you from your competition." excerpt from Lemonade Stand Selling
Unfortunately, too many people are so focus on the next sale that they fail to pay any attention to their current clients. It's not that they take them for granted - though that might be the case in some instances. It's that they aren't thinking about it.
When we do a good job, meet the need, complete the task, we assume that our clients are happy. We assume that they'll stay with us and even do more business with us. That's not necessarily the case. If you aren't communicating with your client chances are your competition is. If they don't feel appreciated, they'll go someplace else.
Dan Kennedy conducted a study a while back and found out that the biggest reason customers leave their vendors is because they don't feel appreciated. 68% of those who leave. That's a huge number! It isn't price, quality, or service; it's appreciation. The way I read this, if you aren't communicating with your client after the sale you are telling them you don't really appreciate them. Sure, you appreciated the initial sale, but after that? Well, . . .
Customer service includes paying attention to your clients. Finding out what's going on with them; what they need; where they're going. When you get involved with your clients on this level you become their partner. They want to stay with you because they know you have their best interest in mind.
So, ask yourself how well you are communicating with your clients. How well do you know them? Then, go deeper, do better. You'll be glad you did.
In Lemonade Lesson #27 we'll visit the concept of Always On