How Do You Ensure You Retain Good Clients?
Most businesses spend a lot of time, effort and money winning new clients, but once they've got them, relatively little ensuring that they keep their existing clients happy. People who win new clients are seen as stars, but those who retain them are often the unsung heroes. But when you lose a client, it can come as quite an unpleasant surprise, particularly when you thought they were happy with your service.
So why does this happen? Some client losses are inevitable for genuine reasons outside your control. But often losing a client happens due to poor communication, lack of care and attention or complacency that as they've been with you a long time, they're happy and will stay.
We believe that keeping client relationships positive and growing involves:
- Clarity about what’s expected and promised on both sides
- Always delivering on your promises
- Regularly asking how your client is feeling about you, your service and your relationship. This is different from talking about the next order or job. You’re asking about the state of the relationship and the future prospects
Some business owners will be able to get this high level feedback themselves, but doing it well takes time and is a challenge. Many organisations prefer to involve a trusted independent 3rd party to get this crucial feedback and protect their client relationships for the future.
To find out more about how understanding your clients better can help your business grow and make more money, click on this link to watch our short 2 minute video www.youtube.com/watch?v=IRS5d5n8pLQ