Nothing drives customers away faster than being shuffled from one person to the next without a clear solution. That’s why Customer Retention Strategy Number 6: Solve, Don’t Stall is one of the most important lessons for every business leader, manager, and frontline employee.
The Problem: Being Passed Around
Most of us have been through the nightmare of calling a company, carefully explaining an issue, only to be transferred to another department. Then another. Then another. Each time, you’re asked to repeat the story from the beginning. By the third transfer, patience is gone. By the fourth, the customer is already planning to leave.
I’ve been in that situation myself. And believe me, I stopped doing business with companies that treated me that way—not because the product was terrible, but because the experience was unbearable. Passing people around without resolution doesn’t just frustrate them; it pushes them directly into the arms of your competitors.
The Solution: Empower Employees to Solve
The way to fix this is simple in concept but requires strong leadership to implement: empower employees to solve problems. If something is within their control, they should have the authority to take care of it immediately. For issues that do involve another department, the employee should remain the point of contact and make sure the right person steps in without abandoning the customer. And when a problem truly can’t be solved in the moment, reassurance goes a long way—customers want to know that someone is actively working on it, not that they’ve been left on hold or lost in a maze of extensions.
Ownership is the key. Customers don’t mind if the solution takes a little time, but they lose faith instantly when no one takes responsibility.
The Leadership Role
This is where owners, CEOs, and managers need to do more than just set policies. They need to create a culture where employees are trusted to act. Too many organizations teach people to “stay in their lane” or wait for permission. That mindset destroys customer loyalty. Leaders must train their teams, provide the right tools, and most importantly, give them the confidence to take initiative.
When employees know they’re allowed to solve problems—and that they won’t get punished for trying—they stop stalling and start serving. Customers notice the difference immediately.
The Trivia Business Example
In my trivia company, this approach is built into the culture. If an issue comes up during an event, our team members don’t freeze or look for excuses. They fix it on the spot if they can. If the problem is beyond their expertise, they don’t toss it around from person to person. They know exactly who to call for help, and they take responsibility until the matter is resolved.
That mindset has been one of the biggest reasons customers keep booking us. People feel confident that no matter what happens, someone will own the problem. They won’t get stuck explaining their frustration to five different people—they’ll get solutions.
Why “Solve, Don’t Stall” Builds Retention
Solving problems quickly has several benefits that go far beyond the immediate fix. Customers save time and feel relief when they don’t have to chase answers. Trust grows naturally when a company proves it values their time and loyalty. Quick action also prevents emotions from boiling over, keeping situations calm and respectful. And perhaps most importantly, customers remember who stepped up to solve the issue—not who wasted their time.
The result is stronger relationships, greater loyalty, and repeat business.
Takeaway: Ownership Creates Loyalty
Retention doesn’t depend on perfection. Mistakes happen in every business. What matters is how those mistakes are handled. Customer Retention Strategy Number 6: Solve, Don’t Stall is about teaching employees to take ownership, giving them the authority to act, and ensuring that customers never feel abandoned.
When businesses stall, customers leave. When businesses solve, customers stay.
Ready to Keep Customers for Life?
I help companies keep customers for life by teaching proven strategies that build trust and loyalty. From empowering employees to creating unforgettable customer experiences, I show organizations how to stop losing business and start building stronger relationships.
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