πŸ”† How to surprise our customers in a downturn?

πŸ”† How to surprise our customers in a downturn?

How to surprise our customers in a downturn?

This was the challenge we addressed in last week’s CEO Mastermind.
(If you’re curious, you can review the entire list of past questions here)

The inspiration for this topic: A quote from Jonathan Stark: “Proactiveness in a time where a lot of people are going to be reactive is a huge differentiator”

Here’s the thing:

We tend to shift our focus internally when adversity happens. There’s fear building up and instead of being proactive, we get reactive. But so do our customers. And that’s where the opportunity lies to make a difference. Here’s why:

The problem?

  • Our key decision-makers will be under more pressure.
  • Budgets get cut, often in combo with layoffs while at the same time they have to step up
  • The things they manage can’t fail – no matter what happens

What’s at stake?

  • A big revenue/income dip (or worse: customer churn)
  • The reputation of the business is at risk if things fail
  • Their own job is down the line in

The urgency?

  • This was already mission-critical without any crisis – but now it’s even more
  • If there’s ever a moment for them to shine – it’s now

In respect to this, this quote expresses the instant value you can add:

“I called a large industrial client today, asking “What are you worried about? He said: “My big problem is – I have five of my technicians leaving. We have to lay them off and this is affecting 10% of my ability to deliver the services to our customers. I said: “I can help you further optimize on top of what you already have from us by about 20%. That will cover the 10% drop that you are going to have from the layoffs. They loved it. We activated that for them today to try.”

One call – showing empathy and having a helpful conversation, can make a huge difference for your customer, and for yourself.

Some ideas

  1. In a downturn, Government will get more aggressive with audits. What systems do your customers have that are mission-critical that need to pass?
  2. Which customers operate in industries where customer loyalty is really low – where risk of churn is increasing in a downturn when service levels drop (due to layoffs)?
  3. For which of your customers is employee retention even more important in the current market? Where is getting harder and harder to retain people due to everything happening?

The question I want to leave you with to reflect upon:

Which customers could you proactively reach out to and positively surprise with help that comes super timely for them?

 

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