Hi Ginny.....
You asked why people would leave a company that has serviced them well.
Probably because they weren't serviced properly. Your company is probably
smaller than some of the major vendors across the country....and because
you are small, you do what you need to do to retain your customers. This
is good that you do that. However, many of the larger vendors get sloppy
in the handling of their customers. Calls are not returned, letters not
responded to and issues left unhandled are respesentative of the problems
I have dealt with. We left a major vendor because we felt that they
became complacent and just didn't care any more.
I am quite happy to give my business (and money) to companies who perform
the requirements as laid out in the agreement. For big companies, you may
want to take the lead from Ginny's company and do what you say you will
do, at an acceptable cost within given time frames.
John Annunziello, CRM, ermm
Manager, Records and Information
Toronto and Region Conservation Authority
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