Is Your Customer Retention Strategy Driving Your Organization to the Brink? When to Say No

Making the commitment to a client relationship strategy is an important aspect to the long term success of your business. However, your customer retention strategy and associated polices could be causing your organization to become inefficient and frustrated.

Continually trying to keep the customer happy without properly managing expectations can be counterproductive and even cause more damage to your business. There are times when saying no to the customer may be a better way to keep them happy and your team from imploding.

Managing the customer is not always about giving in to every demand and sacrificing the company principles and resources where it does not make sense. Managing client expectations and delivering to those expectations is the art of customer relationship management.

Although a customer is critical to any business, it can be a diverse and difficult animal to tame. Customers can make demands on the organization that cause your team to feel under-valued and resent the customer over time.

It is important to service the customer needs but not at the expense of the business and its core competencies. There will be times when promises are made that cannot be delivered upon which will cause more damage to the relationship than if the answer was no in the first place.

In summary, customer retention strategies are crucial to company growth. All customers want to be able to depend on their suppliers, and for the most part, that relationship will evolve over time as the organization delivers to customer needs and demands. Once promises are made which are out of the realm of the company's business model, the danger of failure increases. When that happens, the client relationship can be damaged and could eventually lead to the customer going elsewhere.

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