How trust and consistency drive customer retention for decades

By Phil Whitebloom, Founder of BeenThere Consulting Service

Salespeople create relationships that last

I was a salesperson working for Sony in their Government Sales Division in the Midwest. They moved me to the Washington, DC area where I was to take over the territory that was made up of accounts that you probably have heard of. Two of them were the White House and the National Institutes of Health.

I point these two out because when I walked in to meet with them, they both had significant issues related to my company and their products. What I realized was that the products did have issues, however, it was the lack of quality customer service that had them upset. The White House had already replaced their Sony products with those from a competitor.

The end of the story: From my early days as their salesperson, through my years leading their sales team, me and my team kept the relationship strong at every step. That trust held for 30 years. Even after I retired from Sony in 2009 and moved on to new companies and solutions, we continued doing business together.

Problem Identified, Positive Result

Skipping the ugly details, both customers were frustrated by the customer service they were not receiving. I dug in, fixed the technical problems, followed up, and contacted them at least twice a month. There were no immediate sales. Trust came first, tested by a new purchase order from each account. Fifteen million dollars and 30 years into the future, those customers remembered the first days as well as the many years and adventures we shared.

Retention starts at the first meeting. Quality products and services matter. What keeps customers is you, your follow through, your consistency, and your relationship discipline from day one.

Five Skills You Must Master to Retain Customers

Listening with Intent– Hear more than words; catch concerns, emotions, and unspoken needs.

Consistent Follow-Up– Stay visible, check in often, and prove reliability through action.

Problem Ownership– Don’t pass the buck—take responsibility and drive solutions forward.

Value Reinforcement– Remind customers regularly why they chose you and what they’re gaining.

Relationship Discipline– Treat every interaction as an investment in long-term trust.

Share Your Customer Retention Story

Now it’s your turn. I’ve shared one of my own stories of turning frustration into a 30-year, $15M relationship. What about you? What’s a customer retention story you’re proud of—the one where you went beyond the product and created a relationship that lasted?

I’d love to hear about your experiences, and so would our readers. Email me your story at phil@beentherecs.com. Be sure to let me know if I have permission to share it in a future post so others can learn from your success.

This is your chance to showcase how relationships, not just sales, build long-term loyalty. I’m excited to hear what you’ve accomplished.

Ready to Retain Customers for Decades?

This isn’t theory for me — it’s lived experience. I’ve taken frustrated, ready-to-leave clients like the White House and the National Institutes of Health, turned them around, and built multi-million-dollar relationships that lasted over 30 years. That’s what I do for my clients today.

If your sales team is struggling to close deals, losing accounts they should have kept, or failing to build trust that lasts, that’s where I come in. I don’t just “train” salespeople. I fix broken processes, instill discipline, and show your team how to win business now and keep it for decades.

One meeting with me can change everything. You’ll walk away with clarity on your sales process, the adjustments you need to make, and how to start retaining customers the way world-class sales organizations do.

👉Schedule a 15-minute call today at https://calendly.com/beentherecs/15-minutes-with-phil
📩Or email me directly at phil@beentherecs.com 
📱Or just use this QR code:

Your customers are deciding right now whether they’ll stay with you for years — or move on. Let’s make sure they stay.

Unlock the Secrets to Closing More Sales with “Handling Objections: Clues for Closing the Sale” by Phil Whitebloom

Are you tired of hearing “no” or struggling to close the deal? In Phil Whitebloom’s book, you’ll learn how to turn objections into golden opportunities to secure the sale.

Whether you’re new to sales or have years of experience, this book is packed with actionable insights that will elevate your approach to closing deals.

Here’s what others are saying:

Kelley Ridings says, “This book is a valuable resource! It opened my eyes to the psychology and problem-solving involved in sales. If you need to understand sales better, this is the book for you!”

Richard O., a successful small business owner for 35+ years, calls the book “a breath of fresh air” and says it’s packed with useful ideas for closing deals.

Brianna Hendley points out, “An objection is not a NO. It’s an opportunity to ask more questions and uncover your client’s true needs. A fun and impactful book I refer back to regularly.”

David Illig reminds us that everyone is a salesman in life, “Whether it’s a product, an opinion, or a point of view, Phil Whitebloom will guide you to a successful conclusion.”

Bryan Lilly describes the book as “a good tour of ideas and examples” that help you navigate different objections with key principles.

M.J. James highlights, “If you’re in a sales slump, this book will teach you how to embrace objections and turn them into catalysts for closing more deals.”

Don’t wait—level up your sales game and turn those “no’s” into “yes’s.” Get “Handling Objections: Clues for Closing the Sale” now and take the first step toward mastering the art of closing deals. Purchase here.

Listen to The BeenThere/SoldThat Podcast

Join Brianna Hendley of Achievant Business Coaching and Phil Whitebloom as they discuss practical strategies to enhance your sales and business skills. Get ready to achieve your goals and dreams! Listen here.

More from BeenThere SoldThat

Want to know what programs you can participate in to grow your sales and business? Go to https://BeenThereSoldThat.com and see what programs are available.