I admit that when a person gets caught up in the throes of a busy day, and busy schedule, a busy life it's easy to forget the value of our relationships.
When you're in business, those relationships also go by another name: Customer.
I got a good lesson in customer service today.
More importantly, I got a lesson in the value of relationships no matter the size of the customer.
I've been working with a regional media channel for years. I've had 4 account reps in 5 years of placing media with this group.
Okay. The media we place is small. Maybe that puts us at the bottom of the experience chain. Fair enough. Not ideal, but fair.
I've been trying to contact media rep #4 for weeks, no response. I admit, I'm using email. I like email. I can use it at midnight.
No answer. I call today.
I learn my rep quit. That he gave notice in DECEMBER. and I am just now being told. With a material deadline looming.
I'll spare you the rest of the details and focus instead on the message: "You're just not that bigadeal."
Huh.
I guess even in this tough economy there are folks faring so well that customers of every size just don't matter. Just the bigger ones. Forget about the cash cows, like our account, that place media faithfully year in and year out with very little (actually NO) effort required by your sales team. The billings aren't big enough (the profit margin should be). We'll get to you when we get to you.
That's pretty poor customer service. And a terrible way to build a relationship. And relationships build businesses long term.
I'm glad I got this reminder today. That customers of all sizes matter. They may not be a fit for your organization, but they matter. And they talk...
I'm liking this lesson. Especially in today's economy. It won't always be bad out there...but it might get worse for those of us who forget the value of our relationships...
Just food for thought
