You can hear it in the phone calls. You may see it reflected in a sloppily clad technician. It often hides in the “meant to,” still undone things in your business that don’t cost you a dime, yet are costly as heck and recklessly damaging.
It is customer retention, or the lack thereof. We all like to think it’s there, working for us, because we’re just so darn good at our jobs. No customer could ever forget how timely, fair and magnetically “un-leave-able” we are. Until they actually leave, taking their business and referrals … forever.
