Over the last few weeks I have had the interesting experience of taking part in or witnessing the end of a number of business relationships.

I decided, after many years of working at the same gym, that the experience was no longer rewarding and it was time to look elsewhere. At the same time a member of staff decided to leave for a new job, and a new client went through a messy divorce with their old designer.

Like any personal relationship, how the separation is conducted sets the scene for any future contact – whether you cross the road to avoid them when you see them, or look them in the eye and smile. It is important to consider what bridges you will be burning before opening your mouth or letting rip in an email!

Unfortunately we humans are a sensitive lot, and no one likes to be told they are no longer loved by their clients or customers. Yet the reason most client’s leave is because they also feel unloved -  when they think their current supplier just doesn’t seem to care about their business anymore.

A case in point. I have been a member of the same gym  for the past 5 or so years.  In recent times the service and standards started to slip, to the point where I found myself using the same gym programme for over a year, and looking at the same worn carpet, along with the same messages of apology for broken equipment and facilities. 

It seemed to me the management just didn’t care anymore so I announced I was thinking of leaving, thinking this might open up a discussion about ‘why?’, and the opportunity for them to hear my concerns and remedy them. 

But no – just a smile and an ‘OK’. 

As I worked out the rest of my membership there were plenty of other opportunities to ask about my reasons for leaving but these were never taken. So of course I left, feeling unloved and ready to share my experience with anyone who would listen.

Had management actually taken the time to ask they could have averted loosing a client (well actually two clients as my partner left too), and gained some valuable insight into what their customers’ think that could help them improve their service and prevent others leaving.

At the extreme of this are those that take open criticism from their clients personally and have no hesitation in letting it show. But it is important to keep your responses professional. In these days of Web 2,  the click of the send button can have an ill considered email response sent to others to see. Or a  comment can be added to a blog or forum for the world to see.

Never respond in haste, at the heat of your temper, or else your business may live to regret it.

Posted on May 26th, 2008 by Wendy Riley-Biddle
Filed under: General