Conventional wisdom says when customers leave, they’re obviously pretty unhappy with you. But new research suggests conventional wisdom is dead wrong.
A staggering 80% of defecting customers describe themselves as “satisfied” or “very satisfied” just before they leave.
That’s the finding of research by the Peppers & Rogers Group.
And the buck stops (quite literally) with your salespeople.
Look straight at Sales
Salespeople are famously the folks who secure the revenue in the first place. Turns out they’re also the ones most linked to keeping the revenue coming.
The research found:
- 60% of all customers stop dealing with a company due to indifference on salespeople’s part, while
- 70% of customers leave a company because of poor service, which is usually attributed to a salesperson.
These are insights you want to share with your sales manager to make sure their people are offering ideas, info and insight on the regular.
But don’t stop there – get feedback from “defectors” about why they left you. It just might keep others from doing the same.
Info: The Selling Advantage, sellingadvantage.com