A：my name is abby, this is my mba classmate xueping, this is my classmate liufang. We often have a discussion after the class.
xueping: two minds are always better than one. That is the reason why we like to take about everything.
liufang: today our topic is ”building relationships”.
A: what are the most important relationships for you, xueping?
xueping: I think the most important relationships for me is my boss.
A: Really, why?
xueping: Because I’m working in a private company, my boss can decide everything . A: What about you, liufang, what are the most important relationships for you? liufang: My division or team.
A: Because you are the leader of you team.
liufang:yes, I must focus on building relationships with them to make sure everything going well.
A: That’s right. It’s important to building relationships with company, clients, team, suppliers ,boss and other people.
xueping: In a large group ,do you more often introduce others or get introduced? A:get introduced, you know, I’m a little shy.
liufang:maybe I like more active. I often introduce others.
xueping:Can you remember their face and name?
liufang: yes, it’s easy for me.
A: when I meet strangers ,I will feel a little nervous.
xueping: We can’t keep a conversation going on ly with our friends. Maybe the stranger can share some interest with you.
A: ok, I will be more friendly and active.
liufang: And take easy.
A：try my best。
xueping: If you normally reliable supplier lets you down on an important order, what will you do?
A: I’m working in a management company, we don’t have supplier.
xueping: Just imagine.
A: well, I will ask for an explanation and give them another chance.
xueping: you are so kind. What’s you opinion, liufang?
liufang: I will not give them anther chance, if they let me down this time, there will be the second time. I can’t trust them, I will change suppliers.
xueping: maybe you are right. we should reduce the error as well as we can. liufang: If you best customer is making an unjustified complaint, what will you do? A: point out their error?
liufang : even they will get angry?
A: If they get angry, they will not buy our product any more?
liufang: maybe, you know it’s buyer’s market now.
Xueping: I will agree with them because they’re important. I has been told that success is all about attracting and retaining customers.
A: I think if we supply a high quality product to customer, they will not leave us. Xueping: but they also want good service. If you point out their mistake straightly, they will feel embarrassed .
liufang: it sounds right. Higher quality, cheaper price, better service, all of these help us attracting and retaining customers.
A: It’s not easy to build relationships with customers, right? Once companies have attracted customers they often overlook retaining customers. Failing to retaining customers will cost businesses huge amounts of money every year. It has been estimated that average company loses between 10 to 30 per cent of its customers every year. What is surprising is the fact that few companies have any idea how many customers they have lost.
Xueping: Yes, I have read some report about that. Now some companies beginning to wake up to these lost opportunities. Cutting down the number of customers a company loses can make a radical difference in its performance. Research in the US found that a five per cent decrease in the number of defecting customers led to profit increase of between 25 and 85 per cent.
liufang: wow, what important that retaining customers . some one said that a regular customer is worth more than 5000 dollars. A customers who receives a poor quality product or service on their first visit and as a result never returns, is losing the company thousands of dollars. So, companies should focus on getting customers, with little attention paid to keeping them.
A : established customers tend to buy more and usually cost less to service than new customers.
