Step Up Customer Service When Downsizing

When a business decides to downsize products or services, the transition period can require additional attention to avoid unhappy customers or lost transactions.

On NFIB.com today, Tamara E. Holmes offers advice on how to make the downsizing process go smoothly for you and your customers. If approached about the discontinuation of a particular product or service, Holmes suggests the following to help keep customers happy and confident in your business:

• Point customers to similar products/services. They might find that the new product or service works just as well for them.


• Don't stop abruptly.If you have regular clients or customers that depend on the product or service, give them time to prepare for the change.


• Offer an explanation for the change. By explaining that the product or service is unprofitable for you, you'll be letting the customer know that you're not just discontinuing it on a whim.


• Help the customer find the product or service elsewhere. While you're technically steering them away from your business, they'll appreciate the service and think highly of you. When they need other products or services that you offer, they'll be likely to remember you then or even recommend you to others.