In these tougher times, we all start looking for new customers. Your new customer is someone’s current customer you are taking. This is happening a lot. I have three cases where long time customers switched allegiance because someone hit that person at just the right time. A poor service or small hiccup can be an opportunity or catastrophe for a company. So while you focus on new customers, do not forget the ones you have had for years. People are pounding on their door and eager to jump. More than ever before.
What do you do to ensure others are not stealing them away?
On Your Mark, Get Set, GO!: Don't forget Your customers
By Mark Fowler
Mark Fowler joined Walls & Ceilings as editorial director in 2006. Fowler grew up in the construction business and has held a number of positions in different companies and associations. He spent 11 years with the Northwest Wall and Ceiling Bureau before moving to his position with Soltner Group Architects in Seattle. Fowler is currently the executive director of the Stucco Manufacturers Association. He can be reached at Mark@markfowler.org.
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