I caught online in “The Atlantic” a report from The American Customer Satisfaction Index (no, I didn’t know there was such a thing either) rating the least liked companies in America. You can find the report here. I could add my two cents on the report (as I am a customer of more than a few of the hated) but a more intriguing question came into my mind.
What if my company had appeared on the list? Or for that matter, your company?
One would assume, probably rightly so, that we as large companies might have some inkling of trouble long before a report like the Atlantic’s came out. But you and I don’t own multi-billion dollar companies with teams of marketing and PR geniuses to tell us these things, do we?
It’s just us. All alone. Not sure if we’re beloved, hated or even worse – ignored.
The best advice I can offer is simply this: communicate. And, no I don’t do this nearly enough either.
Communicate doesn’t mean sell. Eblasts about your latest voiceover project don’t count.
At the end of the day, people do business with friends. And while you can’t make friends with every client you have based on geography or chemistry, you can at least show interest. Make a call on the phone or best in person.
Say hi, ask about a project you worked on…is it going well etc. You can mention that if they have any future work etc., but don’t make it a selling call. You need to look up some breaking client news or some salient topic that can begin your conversation.
Which means you’ve got some work to do before you pick up the phone, don’t you?
Yup, but I’m guessing it will be time very well spent.