A few weeks ago an estate agent visited my office to discuss selling the property.
We spent time going through the details, and afterwards I sent him plans, photographs and other information vi WhatsApp
Two weeks later another agent from the same company contacted me.
The first agent had left.
Could I please send everything again?
As the owner of a business, I found that frustrating. Not because people leave, that happens in every organisation, but because the information and customer history hadn’t stayed with the business.
It made me think.
How many businesses lose valuable customer conversations, documents and history every time an employee moves on?
This isn’t just a WhatsApp issue.
It’s a business continuity issue.
Whether customer conversations happen by WhatsApp, email or another channel, the business should retain the history, the context and the relationship.
Technology can help, but only if there is a strategy behind it.
If one of your key employees left tomorrow, would your business retain the customer relationship or would you have to start again?
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