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On an interstate trip many years ago, the passenger next to me made an unforgettable statement. You see, this person had just pulled his tray down in readiness for the meal when he noticed coffee stains on the tray. “Makes you wonder what state the engines are in, doesn’t it?” was his comment.
Wow, from a coffee-stained tray to a possible suspect engine in one single bounce! In the eyes of this passenger, the image of this airline had been tarnished by such a ‘piddly’ little thing as a coffee stain. Piddly?
Well, not to him it wasn’t and remember, he is (or maybe, was) the client.
I can now tell you that he definitely is an ex-client because the airline we were flying on all those years ago was Ansett Airlines and as you know, it is no longer flying. Interestingly what did Ansett cut back on when they were in diabolical financial trouble? The maintenance of the engines! Maybe there is a message in coffee stains.
This guy is typical of clients the world over – my clients, your clients.
Damaging comparisons!
Don’t give them a chance because as we all know, the cost of losing them is just too horrific to contemplate.
On graduation I purchased a Veterinary clinic in Maitland, NSW and sold it in July 2009. At the time of purchase, it was a run down one person clinic with about a 90% mixed and 10% small animal component. The business grew well, so that at one stage there were 4 branches and 8 Veterinarians. At the time of sale there were 5 Veterinarians, 16 support staff functioning out of a purpose built ‘A’ class Hospital with one branch. In 2004 the practice won the Pfizer/AVA Practice of Excellence Award as well as coming 3rd in the Fujitsu Customer Service Awards. At this stage (and even slightly before), I started co-presenting at trainings and workshops and in 2007 I started developing and hosting my own workshops. In July 2009 I sold my practice so as to be able to concentrate fully on my coaching, training, speaking and workshop business – and to be able to move to Exeter (NSW) to be with my partner. I missed clinical practice, so in May 2018 I purchased a veterinary practice with the aim of building it up by providing a highly customer service friendly veterinary practice alternative to the local community. In 12m...
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