How do you “delete” a customer or client?

Here’s an example:

I found a great masseuse near my office. Getting older and living in airplane seats makes therapeutic massage a necessity for me rather than a luxury.

I liked the online scheduling option so used it to make appointments. Last time I tried to schedule, nothing happened. So I emailed her directly to inquire about an appointment. I never heard back.

My guess was she might have moved her practice. But even if that was the case, wouldn’t she let me know where she’d relocated? I needed and wanted her professional service and may well have been willing to drive the extra distance.

A few days ago I learned that the business where she leased space was closing at the end of the month. The masseuse was relocating by necessity.

But I’d already been deleted. When we ignore a customer or client, for any reason, it is tantamount to deleting the relationship. The unspoken message is, “I have no need to do business with you anymore.”

Unreturned phone calls? Delete.

Unanswered questions? Delete.

Lack of follow through? Delete.

Finding and keeping customers is difficult and expensive for most businesses. Don’t accidentally or inadvertently delete the customers and clients you have.