Customer Service Part 1 – Why Customers Leave [VIDEO – 2:20] Leadership Blog Thanks for coming back. This is the first video blog in a series I will do on customer service. The first step in serving and keeping customers is understanding Why Customers Leave to go to a competitor. – Tim Return to Leadership Blog 2 Responses to Customer Service Part 1 – Why Customers Leave [VIDEO – 2:20] Jim Coons April 3, 2017 Do you think sometimes pricing and the indifference is related to some extent. If a vendor just presents pricing without negotiation or listening to you, I would look elsewhere and get a competing quote. If the pricing was better and the new vendor negotiated, and someone asked me why I left, I may say because old vendor did not appreciate me to take the time to negotiate instead of saying price. Tim Ancona April 10, 2017 Good point. I think a lot of things can be related to a feeling of indifference and pricing is certainly one of them. If we take the stance that “this is our price, take it or leave it” that can come across as indifferent and I wouldn’t want to work with a company like that. On the other hand, we could say “our pricing is X for what you have requested but I think there are some ways to save some money and we definitely want to meet your needs. Can we discuss that?” I think that tone is generally accepted and a customer feels heard. Further, it’s likely that the customer will appreciate that we are trying to find a way to make the solution work for them. Thanks for the comment!