Why Customers Walk Away —Morgan
“The print industry, on both sides, is such a small community,” another print buyer said. “A new plant manager, a new salesperson, or perhaps a new piece of equipment might solve the problem over the long run. It’s never a good idea to totally burn those bridges.”
If it is already too late to salvage the account, it is still useful to find out exactly what went wrong. If you can listen with an open mind, this information can potentially save you from losing another customer. While it may be frustrating for you to hear criticism that you may or may not agree with, always be gracious. You never know when a customer may return. PI
About the Author Suzanne Morgan is president of the annual Print Oasis Print Buyers Conference (www.printoasis.com) and Print Buyers Online.com, a free e-community for print buyers and suppliers (www.printbuyersonline.com). PBO, which has 11,0000 members who buy $13 billion a year in printing, conducts research on buying trends and teaches organizations how to work more effectively with print suppliers. Morgan can be reached at email@example.com.