Business Success Center

Proven programs that grow great businesses for great people who care.

BSC_Logo Bold

  • For Your Success
    • BSC’s 3 Great Business™ Growth Programs
    • PMAT™ Profit Improver™ Programs
    • Why Our Way Works
  • Blogs
    • Business Improvement
    • Business Tools
    • Growth Readiness
    • Networking
    • Small Business Advocacy
  • Your Award-Winning Team
    • Meet the BSC Expert Staff
    • BSC Core Values
    • Client Focus
    • Successes
  • Contact Us/Meeting Request
  • Call us at: 512-933-1983

Customer Loyalty: Who Do Your Customers Really Belong To?

November 7, 2012 By Jan Triplett Leave a Comment

Silly sign — don't look too closely. Does this apply to customers? Photo by quinn.anya from flickr.com

Silly sign — don’t look too closely. Does this apply to customers? Photo by quinn.anya from flickr.com

In business, we talk about the importance of customer loyalty. But we consider customers as assets, something tangible. We think of them in the same way as our equipment or property: something that can be counted, weighed and measured, and given a value.

As property, an owner understandably feels, that they belong to the company.

But to an employee, especially one looking for a job or to start their own business, they are a ticket to a better future.

The potential result: the asset leaves when the employee leaves. Bad news for the business.

This happens to companies with employee non-compete agreements. It happens when customers are required to sign agreements that they won’t work independently with any staff member from that company. It happens when you have no agreements and rely on the loyalty of customers to stay no matter what happens.

Bottom line: it happens because customers belong to themselves.

A colleague just had this happen to her company: an employee who quit joined a competitor, and recruited a customer she met at her old job. A former client, who had the customer agreement, had the same thing happen to him. I’ve had it happen to me. In all cases, a platinum profile customer™ let each of us know and we’re grateful.

Owners feel betrayed, angry and used. Employees feel this was an “asset” they created, a relationship they developed and nurtured, and they have rights to use this for their own purposes, too.

Who’s right? Both and neither. Customers do what they want to emotionally. Rational reasons not to jump ship (financial costs, disruption, etc.) are not the drivers in their decision.

Bottom line: customer loyalty is self-determined. No one owns customers.

When we talk about customer loyalty, we really can only talk about our loyalty to our customer — what we’re willing or unwilling to do for them. Their loyalty is to themselves. That’s not a criticism; it’s a reality.

So the next time someone says “Dell is my customer”, ask them a question. “Michael or Susan Dell? It’s all in the eye of that individual person who bought from you; not you, your salesperson, or other employee. It’s not really even in their company policy or agreements. Those are broken all the time.

The actual customer is the only one who can say they’re your customer “for now”. More importantly, they are the only ones who have the right to vote with their feet by leaving at any time. You can always sue them or complain but that won’t get them back as loyal customers.

To Owners and Employees: customers don’t belong to you.

To Customers: please be courteous and let owners know you’ve been approached. It gives owners the opportunity to protect our real assets, our real trade secrets — the sales and marketing processes and strategies that we’ve worked so hard to create and implement.

Agree or disagree?

 

 

 

Filed Under: Small Business Advocacy Tagged With: Asset Protection, Business Assets, customer loyalty, Customer Value, Employee Agreements, Marketing Policies, Non-compete Agreements, Platinum Profile™, Sales Policies, sales strategy, Trade Secrets

About Jan Triplett

Jan Triplett, Ph.D. CBTAC is an inventor, entrepreneur, author, and activist. Co-founder of an award-winning certified green business that focuses on improving the triple bottom line (profit, care for people and care for the planet) for small business clients.

Leave a Reply Cancel reply

You must be logged in to post a comment.

Meet BSC Satisfied Clients

  • Ana's Unlimited Foods

    http://ownersview.com/wp-content/uploads/slideshow-gallery/anas-unlimited.jpg

  • Brytan & Associates, Inc.

    http://ownersview.com/wp-content/uploads/slideshow-gallery/bryant-truitt-brytan-associates-cert-fraud-examiner.jpg

  • Dr. Angelique Millette, Child Sleep Expert

    http://ownersview.com/wp-content/uploads/slideshow-gallery/angelique-millette-new-phd-childrens-sleep-expert.png

  • Better Baseball Texas — Rope Bat™

    http://ownersview.com/wp-content/uploads/slideshow-gallery/image001.png

  • TeamFX Racing

    http://ownersview.com/wp-content/uploads/slideshow-gallery/teamfx-gary02.jpg

  • No Time for Social

    http://ownersview.com/wp-content/uploads/IMG_4389-1.jpg

  • Happy Vegan

    http://ownersview.com/wp-content/uploads/slideshow-gallery/happy-vegan-charlotte-bothma-2016.png

  • Howie Richey, Author

    http://ownersview.com/wp-content/uploads/slideshow-gallery/h-with-4-books.jpg

  • Trout Green Technologies, Inc.

    http://ownersview.com/wp-content/uploads/slideshow-gallery/trout-green-432x250-1.jpg

  • Tweed Scott, Author

    http://ownersview.com/wp-content/uploads/slideshow-gallery/tweed-scott-author.jpg

  • Patricia's Lunchbox

    http://ownersview.com/wp-content/uploads/slideshow-gallery/screen-shot-2015-09-28-at-95543-am.png

  • Andrew Eisenberg, Michael Best, IP Attorneys

    http://ownersview.com/wp-content/uploads/IMG_4526-1.jpg

  • Paula Pierce, PPierce Law

    http://ownersview.com/wp-content/uploads/Paula-Pierce.jpg

  • Sri & Usha Boddapu, Esolvit

    http://ownersview.com/wp-content/uploads/Esolvit-Economic-Engine-award-2017-from-GAACC-received-by-Sri-Rao-Boddapu-and-Usha-Boddapu.jpeg

  • Dawn Weathersby, Marketing Consultant

    http://ownersview.com/wp-content/uploads/IMG_4426-e1469830257759.jpg

  • 360 Signs

    http://ownersview.com/wp-content/uploads/slideshow-gallery/downtown-client-pics-003-432x250.jpg

  • Austin Pro Photo

    http://ownersview.com/wp-content/uploads/DSC5535-Edit.jpg

  • Cosmo City Media

    http://ownersview.com/wp-content/uploads/slideshow-gallery/image.png

  • Stage Alliance

    http://ownersview.com/wp-content/uploads/slideshow-gallery/stage-alliance.jpg

  • Deborah Main Designs

    http://ownersview.com/wp-content/uploads/slideshow-gallery/deborah-main-picture.jpg

  • Saffire Events

    http://ownersview.com/wp-content/uploads/slideshow-gallery/saffireevents432x250.jpg

  • Team NFP Software & Solutions

    http://ownersview.com/wp-content/uploads/slideshow-gallery/justq432x250.jpg

  • Journyx

    http://ownersview.com/wp-content/uploads/slideshow-gallery/journyx432x250.jpg

  • Mane Street Bakery

    http://ownersview.com/wp-content/uploads/slideshow-gallery/mane-street-bakery.jpg

  • Innox Digital

    http://ownersview.com/wp-content/uploads/slideshow-gallery/matiascarrasco432x250.jpg

  • Hayes SW Systems

    http://ownersview.com/wp-content/uploads/slideshow-gallery/hayesswsystemstrimmed.jpg

  • Business Tutor, LLC

    http://ownersview.com/wp-content/uploads/slideshow-gallery/karen3.jpg

  • INTUVI

    http://ownersview.com/wp-content/uploads/slideshow-gallery/intuvi435x250.jpg

  • Gilfus Racing Enterprises

    http://ownersview.com/wp-content/uploads/slideshow-gallery/gilfus-racing-enterprises.jpg

  • Art + Artisans

    http://ownersview.com/wp-content/uploads/slideshow-gallery/artartisans.jpg

  • GEO+

    http://ownersview.com/wp-content/uploads/slideshow-gallery/man02432x250.jpg

  • The Herb Bar

    http://ownersview.com/wp-content/uploads/slideshow-gallery/herblady432x250.jpg

  • Exploring New Media

    http://ownersview.com/wp-content/uploads/slideshow-gallery/lindsey-allen-vv.jpg

  • Busivid

    http://ownersview.com/wp-content/uploads/slideshow-gallery/busivid432x250.jpg

  • Gold Scaffold

    http://ownersview.com/wp-content/uploads/slideshow-gallery/gold-scaffold.jpg

  • Sumpter and Gonzalez, Attorneys

    http://ownersview.com/wp-content/uploads/slideshow-gallery/sumpter-and-gonzalez-attorneys-432x250.jpg

  • SOAP

    http://ownersview.com/wp-content/uploads/slideshow-gallery/soap-jp432x250.jpg

  • TTM Enterprises, Inc

    http://ownersview.com/wp-content/uploads/slideshow-gallery/BSC2005-Toni-Martin.jpg

  • Sledge Engineering

    http://ownersview.com/wp-content/uploads/slideshow-gallery/sledge-engineering432x250.jpg

  • Brite Ideas

    http://ownersview.com/wp-content/uploads/slideshow-gallery/brite-ideas-staff432x250.jpg

  • Gryphon Graphics

    http://ownersview.com/wp-content/uploads/slideshow-gallery/gryphon-graphics.jpg

  • PRE Management

    http://ownersview.com/wp-content/uploads/slideshow-gallery/pre-management.jpg

  • DrakeLight Photography

    http://ownersview.com/wp-content/uploads/slideshow-gallery/drakelight-photography.jpg

  • FalconDay Consulting

    http://ownersview.com/wp-content/uploads/slideshow-gallery/laurafaulkner432x2502.jpg

  • INSolve, Inc.

    http://ownersview.com/wp-content/uploads/slideshow-gallery/homeville.jpg

  • Mane Street Bakery

    http://ownersview.com/wp-content/uploads/slideshow-gallery/mane-street-bakery432x250.jpg

  • Natalie Howe Designs

    http://ownersview.com/wp-content/uploads/slideshow-gallery/natalie-howe-designs.jpg

  • 6th Street Smiles

    http://ownersview.com/wp-content/uploads/slideshow-gallery/austin-6th-st-smiles432x250-432x250.jpg

  • PC Doctors

    http://ownersview.com/wp-content/uploads/slideshow-gallery/pc-doctors.jpg

  • StageSpot

    http://ownersview.com/wp-content/uploads/slideshow-gallery/stagespot.jpg

  • Morningside Research

    http://ownersview.com/wp-content/uploads/slideshow-gallery/morningside-research.jpg

  • Paradise Bay

    http://ownersview.com/wp-content/uploads/slideshow-gallery/paradise-bay.jpg

  • Allscapes Lawncare

    http://ownersview.com/wp-content/uploads/slideshow-gallery/allscapes-lawncare.jpg

  • Mark Word Design

    http://ownersview.com/wp-content/uploads/slideshow-gallery/mark-word-design.jpg

  • OMS Global

    http://ownersview.com/wp-content/uploads/slideshow-gallery/oms-global.jpg

  • Leverage Communications

    http://ownersview.com/wp-content/uploads/slideshow-gallery/leverage-communications.jpg

  • J B Goodwin

    http://ownersview.com/wp-content/uploads/slideshow-gallery/jb-goodwin.jpg

  • Independent Brewing Company

    http://ownersview.com/wp-content/uploads/slideshow-gallery/independent-brewing-company.jpg

  • GlobalTrain

    http://ownersview.com/wp-content/uploads/slideshow-gallery/globaltrain.jpg

  • Forklift.com

    http://ownersview.com/wp-content/uploads/slideshow-gallery/com.jpg

  • FireFly LED Lighting

    http://ownersview.com/wp-content/uploads/slideshow-gallery/firefly-led-lighting.jpg

  • PC+

    http://ownersview.com/wp-content/uploads/slideshow-gallery/pc.jpg

  • Lara Executive Image

    http://ownersview.com/wp-content/uploads/slideshow-gallery/BSC2006-Julie-Lara.jpg

  • Trish's Delish

    http://ownersview.com/wp-content/uploads/slideshow-gallery/trishs-delish.jpg

  • Stone Technologies

    http://ownersview.com/wp-content/uploads/slideshow-gallery/stone-technologies.jpg

  • Stellar Systems

    http://ownersview.com/wp-content/uploads/slideshow-gallery/stellar-systems-inc.jpg

  • Savor the Success

    http://ownersview.com/wp-content/uploads/slideshow-gallery/savor-the-success.jpg

  • RSK International

    http://ownersview.com/wp-content/uploads/slideshow-gallery/rsk-international.jpg

  • Dr Suzi Du Toit

    http://ownersview.com/wp-content/uploads/slideshow-gallery/-suzi-du-toit.jpg

  • StockRoller, Inc

    http://ownersview.com/wp-content/uploads/slideshow-gallery/man03432x250.jpg

  • Innovative Healthcare Solutions

    http://ownersview.com/wp-content/uploads/slideshow-gallery/BSC2003-Shane-Burt-2.jpg

  • Webber - Studio

    http://ownersview.com/wp-content/uploads/slideshow-gallery/webber432x250.jpg

  • Wildly Natural

    http://ownersview.com/wp-content/uploads/slideshow-gallery/wildly-natural432x250.jpg

  • CSI-Texas, Inc

    http://ownersview.com/wp-content/uploads/slideshow-gallery/csi-texas-inc.jpg

  • CowBob Productions

    http://ownersview.com/wp-content/uploads/slideshow-gallery/cowbob-productions.jpg

  • CIS Inventory Solutions

    http://ownersview.com/wp-content/uploads/slideshow-gallery/cis-inventory-solutions.jpg

  • SamePageResults

    http://ownersview.com/wp-content/uploads/slideshow-gallery/charles-knickerbocker-and-associates.jpg

  • Caudillo Studios / Get the Picture

    http://ownersview.com/wp-content/uploads/slideshow-gallery/caudillo-studiosget-the-picture.jpg

  • Barebac

    http://ownersview.com/wp-content/uploads/slideshow-gallery/barebac.jpg

  • Austin Yoga Arts

    http://ownersview.com/wp-content/uploads/slideshow-gallery/austin-yoga-arts.jpg

  • Austin EnviroSolutions

    http://ownersview.com/wp-content/uploads/slideshow-gallery/austin-envirosolutions.jpg

  • Art of Jamie Rood

    http://ownersview.com/wp-content/uploads/slideshow-gallery/art-of-jamie-rood.jpg

  • TexFX

    http://ownersview.com/wp-content/uploads/slideshow-gallery/texfx.jpg

  • PRE Management

    http://ownersview.com/wp-content/uploads/slideshow-gallery/man01432x250.jpg

  • Ace on Hold

    http://ownersview.com/wp-content/uploads/slideshow-gallery/ace-on-hold.jpg

  • Go Local Austin

    http://ownersview.com/wp-content/uploads/slideshow-gallery/femalemale432x250.jpg

  • CIS Asset Solutions

    http://ownersview.com/wp-content/uploads/slideshow-gallery/BSC2006-Scott-McClain.jpg

Previous Image
Next Image

info heading

info content

News

BSC Wisdom Webinar, 3rd Thursday monthly, 11-Noon Central. This is always a mentoring and work session with input from attendees.
Leader: Jan Triplett, Ph.D. CBTAC
Coming
May
• May 5 BSC Success Forum, 11am Central: Framing Your Project: Leverage Context Before Creating Action Plans
https://meet.goto.com/685053101
Or dial in: United States: +1 (312) 757-3121
Access Code: 685-053-101

Dave Nave, Dave Nave & Associates, and Licensed Clinical Psychologist Dr. Ann Sigafoos team up to tell you what to do BEFORE you start a project to improve your success
(Forums are held on the 1st Thursday of the month, 11am Central)

• May 19 BSC Wisdom Webinar, 11am Central: Sell Right, Part 2: Consumer vs Business Sales Strategies, a comparison and recommendations.
https://bit.ly/consumercommercialsales

The purpose of this webinar and practical work session is to focus on the differences in these two sales strategies. Share your experiences and expertise. Walk away with ideas and connections. You don't have to have attended the first session to get a lot out of this webinar.

Work session leader: Jan Triplett, Ph.D., CBTAC, and CEO of BSC, author, entrepreneur, advocate, speaker, and inventor.

June
• June 2, BSC Success Lean™ Forum, 11 am Central.

Suggest a business topic or question for the group to work on, help choose this month's discussions, provide feedback, and make connections. Led by Dave Nave & Jan Triplett

• June 16, BSC Wisdom Webinar, 11am Central. Sell Right, Part 3: Direct vs. Indirect Sales Strategies, a comparison and recommendations. https://meet.goto.com/291097373

Work session leader: Jan Triplett, Ph.D., CBTAC, and CEO of BSC, author, entrepreneur, advocate, speaker, and inventor. You don't have to have attended the other webinars in this series to benefit from this one.
-------
Be sure to check out our five blogs with posts to help you grow!

• Business Improvement
• Business Tools
• Growth Readiness
• Networking
• Small Business Advocacy

And our free resources and business owner success assessments.

 

ALERT!

• BSC's Global Success Forum™
"helps great people start, run, stabilize and grow great businesses." Come learn from our mentors and share your business wisdom and expertise."
1st Thursdays, 11-noon Central.
*Forum: a public meeting place for open discussion where ideas and views on a particular subject or issue are exchanged. The BSC Global Forum™ made the Austin Business Journal's 2021 Book of Lists for top business & networking groups in Austin! Thanks for your help.

 

• Business Success Center Profit Mover™ advisory team program can provide a unified approach to growing and managing your business to create double profits & increase your management efficiency. Call 512-933-1983 to set a meeting to see if it's right for you.

BSC Great Business Resources from the Award-winning BSC

Free Initial Meeting

Business Stage Assessment Request

BSC Great Business™ Programs™

Take BSC's Business Owner's Success Traits Quiz

Visit Us Here

Visit Us On FacebookVisit Us On TwitterVisit Us On PinterestVisit Us On YoutubeVisit Us On Linkedin

Featured Posts

Upgrading Your Providers for your benefit and theirs — BSC Wisdom Webinar recording

The February BSC Wisdom Webinar and Work Session focused on Providers — how to choose, evaluate, and manage them better for both of you. Attendees added some great ideas from their own experiences. … [Read More...]

Sign Up for Great Business Assessment to identify your correct business stage

    Your Name (required)

    Your Email (required)

    Subject

    Your Message

    Copyright © 2022 Exploring New Media