JustSell.com’s latest newsletter has a quick-hit tidbit that caught my eye:
Be careful to avoid working to get the needs of your paying customers and highly qualified prospects “off your plate”. These are the people who deserve your attention and time.
Technology has allowed us to communicate by monologue – in one direction – sending or leaving a message in the written form (email) or oral form (voice mail) and then moving on until we receive a response. This can cause us to get lazy in our service efforts – creating gaps of needed care and attention and subsequently weakening relationships that might otherwise build stronger barriers to competitive entry.
“Communicate by monologue” is an apt phrase for email, voicemail and IM. I have to admit to being guilty of this approach. I sent the email, did my part, now it is up to them. That isn’t the best approach to proactive customer service, is it?
I worked for a sales manager who liked to say that most customers leave because they feel under appreciated. This tidbit shines some light on that truth.