I was speaking with a company the other day and their delivery driver came back with a very interesting story. As he was delivering to a big customer their MD came up to him and asked him if he had noticed that they stopped taking a pallet of one of the products (which the driver had) and whether the driver was going to ask why. When he asked why, the MD replied “you are the first person in your company to ask me!! We stopped buying it because we found the same quality elsewhere cheaper, I thought your company would have had a called to find out by now”.
It’s amazing that these stories are still common today. Retaining business is equally as important as gaining new business. This story highlights the many issues that are easily remedied in any business. Two obvious ones being that companies need to ensure all customer facing employees are trained to communicate with the client in an informed and professional way and that sales trends are analysed and actioned.