Wishy-washy, lethargic, low-energy customers…
I have interviewed a lot of customers. Some incredibly interesting or loyal or collaborative or progressive or focused on the conversation
..or animated or angry or disappointed…
And then there is the mushy middle. These customers don’t think much about our service or product. Don’t hate it, don’t love it. Indifferent. Resigned.
The conversations with them are hard, they are not interested one way or the other in talking about what they are paying us to do for them.
These customers are at risk of leaving.
Why wouldn’t they? The first shiny object or lowball quote from a competitor, and they are gone. They feel - at the least - that they have nothing to lose by moving on from you.
But you can keep their business.
The indifferent customer can become an invested customer.
Look for them. They are not hard to identify if you put a little time into talking and listening to them.
Earn their interest in the business relationship with you. It is not always easy, but it is better than the alternative: replacing them when they go!
(and they might. I see it all the time.)
-Keith
PS: try this question: What could I/we do that would make you a more loyal, satisfied customer?
There is an excellent chance their answer is pure gold to your business. Whoever asked them
that before?