Not losing what you built.
THE RISK
Customers chose you, personally.
As others take over, they notice.
WHAT TO DO
Introduce new people deliberately Remain visible to important customers Ensure standards are maintained
HOW TO INTRODUCE SOMEONE
Personally, explaining who they are and why.
Not by simply having someone else respond.
WHAT TO RETAIN YOURSELF
Key customer relationships Anything that goes wrong Decisions about pricing and scope
WHAT TO HAND OVER GRADUALLY
Routine contact Day-to-day work
WHAT TO ENSURE
That customers know more than one person.
That protects you if someone leaves.
WHAT TO WATCH FOR
Customers asking specifically for you Complaints beginning Enquiries falling
THOSE ARE SIGNALS
WHAT TO ASK CUSTOMERS
Whether the service is still what they expect.
Periodically, and genuinely.
WHAT TO PROTECT
The personal attention larger competitors cannot offer.
