I think some lost-customer conversations are too important to delegate too far down the organization.
This isn’t because senior managers are inherently better at making telephone calls.
It’s because of what the former customer may say.
They may describe a problem involving an employee.
A policy.
A process.
Pricing.
Service.
Or a management decision.
Someone without enough authority may listen carefully and still be unable to do very much with the information.
There’s another problem.
Information changes as it moves through an organization.
People summarize.
They soften criticism.
They leave out uncomfortable details.
By the time something reaches the person who can act on it, the message may be quite different from the one the customer originally gave.
When the information matters, I prefer fewer filters.
Sometimes the owner, partner, practice administrator or senior manager needs to hear the answer directly.
Not every client-reactivation call requires that level of involvement.
But some do.
The information can be too important to risk being filtered.