It’s always rewarding when you earn a customer’s business back, not by offering something new or lower pricing but simply what you offered previously! Thankfully, we don’t lose a lot of business, but when it does happen, we always part ways on good terms with the hopes of earning that business back some day.
I thought I would share one recent example. About 10 months ago, a customer of many years had a change in managers on a temporary basis and the new manager decided to go into cost cutting mode. One of those costs ended up being us as they decided to no longer offer staff the benefit of having coffee available to them while at the office. When the permanent manager returned, she noticed a definite change in the morale of their staff and drilled down to find out why.
While I’m sure there were more reasons for the morale change other than the products and services Gourmet previously offered, this manager understands the value of offering great coffee in the office and one of her first calls was to me. We are so thankful to have them back on board with us and I smile thinking about the positive impact this change will have on their staff.
When the permanent manager returned, she noticed a definite change in the morale of their staff and drilled down to find out why.