book: How to Lose Your Star Performer Without Losing Customers, Too (HBR OnPoint Enhanced...

book: How to Lose Your Star Performer Without Losing Customers, Too (HBR OnPoint Enhanced Edition) | Neeli Bendapudi, Robert P. Leone

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How to Lose Your S...

	How to Lose Your Star Performer Without Losing Customers, Too (HBR OnPoint Enhanced Edition) Neeli Bendapudi, Robert P. Leone Harvard Business Review, 2001 - 12 pages view larger image
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It's bad enough to lose a trusted employee who works well within your organization, but when you lose a star performer who has built up strong customer relationships, something else is at stake: The star's customers may also walk out the door. In a two-year study of more than 200 people from 57 companies, Neeli Bendapudi and Robert Leone found that most strategies to keep customers when stars leave are largely ineffective because they grow out of a company's perspective, not a customer's. The authors asked customers how they felt and discovered three main concerns. First, customers can become attached to a particular key contact employee, and if that person leaves, they wonder whether service will suffer. You can forge a broader relationship by ensuring that customers interact with many employees, using techniques like deploying teams, rotating staff, and offering one-stop shopping. Second, customers fear that a replacement won't be as good as the employee who left. You can combat this by stressing the quality of all your employees--not just superstars. Third, customers want information about the changeover and how you will manage the transition. Communicate the identity of a replacement in advance of a departure, and have the outgoing employee introduce the new person.

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