Impeccable Awareness

Impeccable Customer Service Tip #156

If your impeccable recovery process should fail, conduct an “exit interview” with the client who chooses to defect. Ask, “In our effort to always be improving the customer experience … what’s the #1 reason you’ve chosen to move your business away from our firm?” You’ve got nothing to lose by asking … and everything to gain.


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  1. Stephanie Lewis says:

    Hi Steve,
    What if they don’t reconnect with you? Do you have any suggestions that you have been able to get them to respond to a request for honest feedback?

  2. A great question, Stephanie. I’d start by asking the above question via voicemail or e-mail — but, to be clear, is this a “client-who-received-my-proposal-then-went-silent?” question? Are you able to provide a little more detail?

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