Do you get ‘wound-up’ by poor customer service? I do.Sadly, it appears many businesses aren’t aware they are doing it, and are then surprised when customers leave.I assume they aren’t aware, the alternative being that they don’t care – which is difficult to believe.Looking back over the last 33 years my career has focused on ‘managing customer expectation’. Ensuring the relationship moved forward, our sales were profitable and the client was ‘happy’.Whether this was selling branded FMCG into major UK retailers, developing product ranges with Marks & Spencer, supporting SME’s with their business development strategy or helping business make the most of the internet. It’s all the same, understand the need, make sure we are a ‘good fit’, and move the conversation forward.Enquir3 was established to help B2B service providers (accountants, HR, legal, engineering, architects…) understand where there is risk and where there is opportunity.Simply put the 3 quickest and biggest wins are:• Not losing clients (at least those you want to keep)• Selling them more, more often (by understanding the ‘gaps’)• Creating the opportunity for referrals (at remembering to ask for them)Surely this has to be the focus before poorly conceived and wasteful ‘marketing’.Of course businesses need to market – but unless they know the problem they solve and what really motivates purchase decisions... It’s pointless.Do you share these frustrations, or need some support in your business?Please connect if would you like to know more about a simple process which has delivered...+ Telecoms… upsold to 20% of clients. Increase revenue per client per annum of 225%.+ Accountant… retained 'departing' client, additional fee income of £130,000 over 2 years.+ HR company… improved retention, referrals and conversion, turnover doubled in less than 2 years.+ Manufacturer… 6 out of 10 clients unaware of the maintenance services the company offers.+ Furniture retailer… client stated ‘we could triple what we do with you from £20k to £60k per month’.+ Financial services provider… found client prepared to pay additional £6k pa on retainer.+ Construction company… found 80% of their marketing was aimed at sectors who never purchased anything.