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Ahmad Fornell
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Ahmad Fornell

One thing that can always knock you for a loop is losing a big account. This, for sure, is a matter for immediate, concentrated attention. But before you make this call, think. You may get only one chance to turn things around. You must be sure you 1) understand the customer’s complaint and reason for canceling and 2) be prepared to address these points in deft detail. You must be as clear as you can be with why this key customer is quitting. What has she said before that’ll give you a clue? People usually don’t cancel without warning; there… Read more »