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Why Customers Leave (And How to Win Them Back) by David Avrin

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22

DON'T TAKE US FOR GRANTED

Life is a matter of courtship and wooing, flirting and chatting.

Carolyn See

Growing up in the 1960s, I remember going to the bank with my father and seeing a small display featuring a shiny new toaster. I asked my dad if they were making toast for the bank customers. He just laughed and said that the toaster was a premium for opening a new account.

“What's a premium?” I asked.

“It's like a prize or gift that they offer for new customers,” he responded.

“Do we get a new toaster?” I inquired.

“No,” he said brushing off the question. “That's just for new customers.”

“So, what do we get,” I pressed.

“Uh, nothing, I guess. You get a lollipop!” he smiled as he walked up to the bank teller.

We spend a lot of time in ...

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