Things can get really tough for all of us. All of us will experience medical problems (personally/our families); some of us will experience financial problems. Some of us will have personal disasters (storm/fire/equipment damage), and the real lucky ones among us will have multiple instantiations of all of the above at the same time. How should we respond?
Keep your customers! Make customer retention your No 1 goal. Measure performance against that goal by knowing your attrition rate and setting a goal to cut it in half. Don’t accept excuses! Even if your transactions are big ticket (e.g. a mortgage) brainstorm ways to keep your customer engaged with your company. Communicate with your customers; continually educate them on the benefits and advantages of your solutions. Understanding your customers is critical. Talk with them!
So how is your company using your data? Are you sure that you’re making the most of it, and operating as efficiently as possible? You’re paying for the labor; don’t allow yourself to by mystified by what happens behind the curtain. The more labor you put into handling data, the less optimized your business is. Don’t be afraid to ask questions about who touches what, when, why, and how.
“A man convinced against his will is of the same opinion still.” Have you ever tried to change somebody? Spouse maybe? How’d that work out for you? Trying to change other people is difficult and it will make drive you nuts. The only things you can really change are yourself and your hiring/firing processes.