Nov 02 2021| Leadership | leaders

The seven symptoms of a sick company and how effective leaders restore good health - Part 5

Part 5 in this series of 7 short articles.

by Phil Eyre Leaders' Founder

5. Loss of *good* clients

When a company is sick, good customers leave. They will sense and sometimes experience the symptoms of the company’s ills and go elsewhere. Perhaps they’ll leave because of an admin error, or failure to deliver on time, or for receiving less attention, or being overcharged - but leave they will.

In our work, we challenge our clients to think of the conditions that determine whether their relationships with customers, or a segment of customers, are enjoyable or not. We then ask them to assess the quality and stability of those relationships. If good customers are leaving, whilst less-enjoyable customers are growing, that’s a sign to us of an unhealthy company, if not now, then in the future. If ‘bad’ customers are leaving, that’s a signal of health (perhaps future health). 

We often find that leaders need to take the initiative with ‘not good’ customers to either change or leave; they rarely leave willingly. Good customers, however, are typically more mobile and will leave. Likewise, they are a fabulous source of great new work *if* they trust and enjoy your company.


To read the sixth symptom of a sick company, click here.


About The Author | Phil Eyre

Phil is Leaders’ founder. He has an enthusiastic and inspiring style, drawing on his experience in business, academia and social sectors to help any leadership team to achieve phenomenal performance. Phil has significant expertise in sophisticated psychometrics and in the application of human data for individual, team and organisational success. He has trained with and been mentored by, global leaders in this field, notably Dr Chuck Coker in the US. Phil began his career in the UK offshore finance industry in 1994, working for a wealth management company, Canaccord Genuity Wealth International. Phil was head of the company's Guernsey division, with a staff of 120 and assets under management of £4.5billion before resigning from executive responsibilities in 2008. Since launching Leaders in 2017, Phil has worked with many senior executives and boards primarily in the Channel Islands and City of London. He regularly writes for a variety of business publications and is often invited to speak at events for institutions such as the IoD and the British Army. Phil works closely with clients on focussed projects and long-term retainers to raise leadership standards. He is a popular and inspiring educator and coach who, with the insights gained from psychometrics, is able to accurately detect the strengths and weaknesses in leadership teams and boards. Phil has served on the boards of various charities, ran the Guernsey hub of a national theology college, received accreditation as a pastor in the Baptist Union of Great Britain and is accredited in various motivation and behavioural techniques.

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