Overheard in BFM89.9 again.
Getting new customers is the easy part, maintaining them is harder job.
With that statement, it is imperative we must ensure that the customer relationship with the company is maintained beyond delivery of newspapers and collections of payment.
We should make a schedule to call each and every customers on a weekly or monthly basis. During this call, we should inquire about their satisfaction on a few issue, such as delivery time, driver attitude, collector’s attitude, latest market information, etc. It should be done by the office staff and forms must be filled in as a way to keep records.
Any outstanding feedback should be flagged immediately and to be disseminated to related personnel to be pursued with the customers. Weekly report shall be made to the boss for his review and feedback.