Puzzle cube

It wasn’t the words, it was the sound in his voice that told me something was wrong.

During a recent phone conversation, a friend assured me everything was good in his life—with family and biz.

He said it. I heard it. Yet it didn’t ring true.

So when I politely nudged him, he finally admitted, “Jeff, I just lost a client. A big one. What did I do wrong?”

What if you, had asked me the same question? I’ll tell you, what I told him.

To give you a deeper insight and more on-target explanation, I need to obviously know more details. However, there’s a pretty good likelihood you blew it, in one or more ways.

So take a deep gulp. Be brutally honest. Review the following. And then you’ll know better than anyone else, where you goofed.

You may have lost a client if:

  1. You promised a lot, but under-delivered.
  2. You or you people were rude, uncaring or indifferent.
  3. You stopped listening, because you knew all the answers.
  4. You remembered the importance of customer or client acquisition, yet you forgot about the significance of satisfaction and retention.
  5. You forgot that individuals make decisions—and you began to take for granted or ignored the value in your relationships.
  6. Your product or service has declining value or quality.
  7. You stopped communicating in a timely and effective manner.
  8. Your client’s needs and expectations changed, but your strategies and solutions didn’t.
  9. You committed an ethical breach.
  10. You began to think you were selling a commodity with no differential competitive advantage, except a lower price.
  11. You missed deadlines and deliverables.
  12. Your customer found somebody else, who wasn’t doing 1 thru 11.

Are you in jeopardy of losing a customer or client?

If so, the time to take corrective action, is NOW!

By the way, a “lost” customer or client, may only be temporarily “misplaced.”

Where they are, really depends upon, where you are!


Jeff is a Hall of Fame speaker, best selling author, success coach, broadcaster and lawyer. His clients call him a “business-growth specialist.” If you hire speakers, please contact Sheryl Kantor at: 847.998.0688 or [email protected]. And visit jeffblackman.com to learn more about his other business-growth tools and to subscribe to Jeff’s FREE e-letter, The Results Report. Jeff’s Amazon bestselling books include; Stop Whining! Start Selling!, the 5th edition of Peak Your Profits and the recently published, (December, 2022), BULLSEYE! Hitting Your Targets at Home and at Work, which became a best seller within four days of its release. You can also stay connected with Jeff via Facebook, LinkedIn and Twitter: @BlackmanResults

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