[Mac]

I know they are used in HR purposes but Im curious if anyone has ever used them when a client decides to move on?

Im always trying to learn from situations and I think these can be highly valuable lessons. Has anyone made a formal written piece or do you try to conduct a structured discussion either in person or on the phone? How can you tell if a client is being honest or deceitful during these? Any input?

[Lawn Lad]

Perhaps best conducted by a third party if you want more honest answers. Generally people do not like confrontation and do not want to tell you what your faults are, if that is one of the reasons they left you. It could be innocent enough and not reflect on your service.

I don't think there is anything wrong with contacting a past client to ask why the change? Don't assume something went wrong. I would not send a written letter/survey, they're not committed to you anymore and won't take the time to fill it out. Besides, you'll learn much more by listening to how the person tells you what they say rather then the words they use, particularly if on a sheet of paper. They'll also tell you more.

[Stonehenge]

With the work we do, it tends to be more "one and done", not ongoing, weekly visits. But even so, each year I'll call a few of the bids we lost where I thought we really were going to win, just to find out what their decision process was.

I've found that if you present yourself as not trying to change their mind but just trying to learn from this to improve your operations for the next potential client that calls, they tend to be receptive. As receptive as they can be, subject to some of what LawnLad mentions above.

[Mac]

Thanks for the input gentlemen.

Ive lost a few maintenance clients this past winter. Those dont bother me as we parted on good terms, in fact one was so good that their termination letter has made it into my referals section. However, I did loose one and it was on semi-poor terms, meaning they cited issuses with my company. However, I believe their answer is not terribly honest... I really dont understand and dont like taking blame for things we are not responsible for. Oh well. From what im told, people like to assign blame rather than take their issues face on. Live and learn I supose.