Many sales people can’t spend enough time or effort with a prospect when they are chasing their business, but woe to that prospect once they become a customer. The growing norm of prospect attention and customer inattention is counter to the concept of customer relationship management.
Think of the time and money that credit card companies spend soliciting our business… if only they were that aggressive when we have a dispute and need to talk to a REAL person. I’ve had a Diners Club credit card for a long time, and the reason is very simple. I know that if I have an issue I will be talking with a real person within about 20 seconds of dialing a phone number; and, by the way, a phone number that is clearly displayed and easily found on the credit card and on my billing statement.
The really good sales people live by the credo that “my last customer is more important than my next customer”. True customer-vendor partnerships are established when the level of attention increases after the sale. If you want to sell more, spend more time making your current customers successful!