As agencies, one of our responsibilities to our clients is to understand, if not lead, how to maintain our clients' relationships with their customers. But, how are we doing the same to maintain our relationship with our clients? How are we handling our Client Relationship Management?
Offering a compelling and unique service is not enough for a services-based strategy to succeed. Consumers are clear in their belief that the ability of service personnel to effectively perform the service and to represent the selling company is central to securing their loyalty.
Normalization isn't your fault and some great minds are baffled by why it happens, but all agree that it does. Consider it and build your strategy around making changes for the sake of change, before results suffer.
Good sales people should be listening more than speaking. When they are speaking, they should be asking questions. Ensure that your employees, at all levels, are asking for customer insight and feedback.