A large study was done to find out why customers stop doing business with companies they were already working with.
It covered a wide range of industries and services.
And the results were surprising.
The top reason wasn’t:
- Poor quality
- High price
- Or that a competitor came in cheaper
Those are the excuses people give.
But the real reason?
Perceived indifference.
At some point, the customer got the feeling that the business just didn’t care.
It might have been a missed call.
A slow response.
A minor complaint not followed up on.
Even if you were in the background working your tail off for them…
They didn’t see it.
So they assumed you didn’t care.
That’s when they start looking elsewhere.
Most business owners would be shocked by that. You’re not indifferent. You care deeply.
But if they don’t feel it, it doesn’t matter.
So what’s the fix?
💡 Unnecessary communication.
It’s the small “extra” touches that show you’re still engaged:
- A follow-up a few days after the job
- A check-in call without a sales pitch
- A birthday message
- A “just thinking of you” email
Restaurants do this well. The server handles the meal.
Then the manager walks over just to ask how things are.
Not needed. But it makes you feel cared for.
That’s what keeps people from quitting.
Because once they believe you care, they give you more grace, more trust, and they stay.
Visit TheCustomerFactory.com/socialpublicity—to learn more about how we help businesses like yours grow without gimmicks or fluff.
