I had the very good fortune to work with Adrienne when she consulted for our medical practice. She is razor-sharp, on top of her field, connected and pulls no punches. I learned a lot in a short amount of time and Adrienne was always willing to share knowledge in whatever level of detail necessary. 

Tom Murphy, IBMC



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The Case for Staying in Touch

by in Business Marketing
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On the phone with a client last week, I received yet another reinforcing lesson in how companies don’t communicate.

Only in the past few weeks has this company assigned an individual to call clients regarding installations and repairs of the week before.  They’re just beginning to realize that there could be some business in service contracts and soon-to-expire warranties!  Imagine how the client feels, being told their warranty ran out six months ago; and they’ll now have to pay full rate for repairs.  I made it clear that I would be livid!


Here’s the rub, though: this company isn’t unique.  Thinking about how to position them away from their competition, I asked, “How good are your competitors at staying in touch?”  To my relief (as far as this client is concerned), they replied, “Oh, none of them stay in touch, either.”  This client has nowhere to go but up!

What makes small and growing businesses worship “new business” to such an extent, while ignoring the clients/customers they already have?  Don’t they know that the #1 reason why companies change vendors is Lack of Attention?  What’s wrong with this incommunicado picture?

At a time when individuals and companies are being more and more discretionary with their funds and price has become exceedingly important, doesn’t it make good sense to stay in touch with your raving fan clients?  To prove you’re there after the sale?  To justify the value to a client/customer of working with you?

It seems to me that the best thing that might be said about a company right now is along the lines of, “I know they’re not the cheapest, but their service is spectacular.  They get it right the first time.  I’m confident I’m saving money in the long run, because you get what you pay for; and I’m not switching to a lower-cost vendor for price only.”

What’s the chance people are saying that about you?


Adrienne was a New Jersey public speaker and business expert for over THIRTY years. Now she’s a marketing and referral consultant. Denver and Northern Colorado have depended on her since her arrival here over 12 years ago.

Consulting and speaking to business owners and executives of growing businesses throughout the United States since 1977, Adrienne Zoble has guided companies toward marketing strategies that help them work smart, not hard.