Anyplace Control Software Blog

Very often even big and prospective companies are puzzled when they find out that their long-term users and customers leave a business without any certain reason or even note of complain. What do we do wrong or what makes our customers leave?

Big Boss
When any company starts a business or enter a market - it treats customers very thoroughly and takes a close look to each user's issue in order to win respect and confidence. Nevertheless, the bigger company grows the worse customer care becomes. Less time is given to solve the issue, thus sometimes instructions to overcome a problem are given very unclear. Furthermore company considers to be easier to refund money for service than to solve a problem or to assist computer illiterate user. Keeping on a track this way will lead to bankruptcy. Thus, to keep customers you should clearly instruct your support department about the level of service customer expects to get from your company. It can be respective tone in mail correspondence, smile and politeness during phone calls or eye contact with a customer.

One-time customer
In a modern business world it's rather hard to survive if you provide one-time service, means that your customers won't ever need your service or product again. Business prospers by growing customer base and better if these customers are repeated. Thus, value each customer. Treat each customer as a potential life-time user of your service, that means you could have a stable and constant income from each person. Say, each week customer pays you $10 for your service, means approximately $500 over a year. In ten years only one person brings you $5000. Taking into consideration all these proportions it is evident that understanding a value of life-time user allows to make a decision of how to best handle a customer situation. Whenever your support staff understand that facing with a problematic situation they are dealing not with angry user but with nice stable income - a level of your company's support will extremely rise.

I know what you want
Next common mistake is that we consider our business or marketing plans without asking customers point of view or considering their benefit and desire. Don't think you are smarter than you are actually are. Selling your product without understanding customers' will or continuing to provide same service without any improvement you will lose all customers as you should feel the pulse of their needs or what they want. Try to make your business decision based not only your own business master plan but as if you were a customer, who expects to get a certain service. Think about a manner and way it should be provided. Make different researches or run a survey to know customers' opinions, ideas, get feedbacks. Be sure, users will always tell what they expect to achieve, what they want to improve or to change. Be loyal to your customers and let them participate in your business process showing the way they expect your company to run. If thousand people tell you that they need a new feature in your software - it is a right sign to start a development.