In the B2B world, we often ignore our customers when they say the forbidden f word, also known as “fine”. We assume customers are generally happy, when in actuality we are at risk of hurting our retention and churn rate.
We all know, losing a customer severely impacts your churn rate on multiple levels. But it’s never easy to tell if customers are dissatisfied when they tell us they are “fine.” We have to pay special attention when we hear this “f word.” It is always a client relationship saving opportunity to learn what their perception is of your sales team or yourself, and how to positively change it. Hearing the “f word” doesn’t have to hurt. It can be therapeutic for you and your client.
Learn how to read the signs of “fine” customers and how to do something about it.