In fact, their former customers (some of your current customers) have noticed and are showing your competitor some respect and giving them another chance to regain lost trust. What is your next step as a manager?
If your current customers (even if they were once someone else's customers) are showing respect to a competitor, it's because they are not fully satisfied with your service and/or product. People don't jump ship to another supplier when they are completely satisfied. They jump because there is something missing.
A recent survey of senior executives showed 80% believed that their organizations offered a superior customer experience. When surveyed, only 8% of their customers actiually agreed. That's a 72% disparity between what managers believe and what the actual truth is.
Managers, when this happens (and hopefully you do it before this happens) you go back to basics. Figure out what you did to capture those customers and build a new culture around some old values - values that were attractive to customers. Don't sit around and wait for senior management to be shown the difference between 80% and 8%. By the time they figure it out, you'll be experiencing layoffs.
Coach your people back to basics. Make it simple. Make it meaningful. Make your customer the most important person in your life at that moment and make them feel it. No company can compete with that. No way.
--
Kevin Burns - Management Attitude/Culture Strategist
http://www.kevburns.com/
Creator of Filter-Free Fridays™
Creator of the 90-Day System To A Greatness Culture™
Coming Soon Kevin's 8th Book - "Your Attitude Sucks- Finding Your Excellence In A Wasteland of Mediocrity
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