Followup Is As Important As Follow-through

I've been in business over thirty years and have never experienced more lack of followup by vendors then I am now.  One would think that in such a competitive environment, given reduced sales and the growing pool of new startups, businesses would be dotting their I's and crossing their T's. I can only assume those businesses who have and are weathering the 'recession' storm, are those who are customer centric, focusing their time and effort on retaining the customers they have versus winning new customers.

Customers don't expect to get free products and services, hear bells ring when they walk in the door, or lunch on their birthday. Most customers would be happy enough that we remembered their name, what their shopping preferences are, for us to take a genuine interest in solving their problems or meeting their needs. They want to feel secure that we honor our refund policy with no fight or delay. They want services to be delivered in a timely manner with attention to quality and being made to feel like their input is important. They want to be treated like a valued customer, nothing more, nothing less.

And yet, so many are dropping the ball. I used to question why the business failure rate was so high. I don't anymore.