Have you ever had one of those conversations with the customer where they literally tell you they’re about to stop doing business with your company? This is it. They may bring up a competitor or found another way to get their need met, or they are just leaving.
When we say “Moments of Truth” in customer service, this is about the ultimate Moment of Truth. They are at a tipping point, and how you handle this conversation can determine whether they stay or truly go.
There are so many factors that are at play that it’s difficult to concisely address them all in a brief tip. But let’s at least talk about one of the most important aspects to this conversation – finding out the Why.
Consider the Potential Whys
Is it because of a bad or a stale relationship, or maybe issues with a product or service? It could have been the pricing or technology or perceived lack of value. Maybe it’s about the customer experience, or a competitor just reached out with some enticing pitch or offer.
Whatever their priorities are – speed, responsiveness, quality, benefits and perks, access, consistency and predictability – they are not being met.
Gather Yourself and Respond
When you’re in this situation, in this Moment of Truth, don’t panic. Take a deep breath, and professionally and respectfully start searching for the why. Use phrases like “I’m sorry to hear that this is something you’re considering…” OR “Help me understand…” OR “We definitely would love to keep you as our customer, so please share more about but you’re thinking and some of the reasons for it.”
In other words, convey empathy. Don’t get defensive. Seek to understand before making some grand sales pitch. Convey your desire to keep them as a customer, and gain a deeper understanding of their decision-making process.
When faced with a customer who is stating that they’re getting ready to leave, downshift your emotions, convey your interest in them, and seek to understand.
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