The owner reported a loss of customers in some part because of economic conditions.  We recommended getting feedback from all customers to determine why customers might be dropping the services. We collected feedback that indicated the non-economic reasons for the loss of customers. We recommended that non-productive staff be retrained or replaced.

The immediate results produced:

• A stabilization of the customer base.
  
  
• Improved interaction with customers and field crews after training sessions were completed.
  
  
• The business owner is reorganizing her business to be more profitable and to improve services to her customers.