Someone, correctly, once said that all good things must come to an end and client relationships are no different. As humans, we tend to look for a singular, dramatic event that served as the death knell for a partnership – especially in business.
When a formerly good client stops buying, it’s rarely because of a lone act of finality. It’s far more likely that the partnership dies due to a pattern of inconsistent delivery, lack of responsiveness, poor customer care, continual mistakes, or simple lack of care. Each ostensibly small unpalatable experience turns into a perception by a client. Over the course of time, those perceptions very quickly turn into expectations. When a client enters a transaction expecting a difficult ordeal, they can’t be blamed for looking elsewhere.
This is why it feels like client relationships end with a whimper and not a bang; buyers simply stop buying. This is also why it’s imperative to look internally at every client touch point to ensure that the client experience is, at the very least, a positive one.