[dropcap]D[/dropcap]o you have a leak at the bottom of your sales bucket?
When clients feel that they no longer need your product or service, or that their problems are not being addressed, they will find another company to work with. Losing clients every once in a while is a natural part of business, but what do you do when this starts to become a worrisome trend?
Read on for our three essential strategies for improving client retention!
#1 Set Expectations from The Start
Setting realistic expectations is the foundation of any good business relationship. Never tell a client that you can provide them with things you don’t have or overpromise on what your product can deliver—while it might lead to a sale in the moment, it can spoil the relationship with that client in the long run.
Here’s how you adequately set up expectations with your clients… and maintain them:
- Anticipate Their Needs – Whatever you’re offering, you’re the expert. Listen to what a client needs from you, and predict their needs in advance. If a new offering is available that might improve their workflow, alert them as soon as possible.
- Keep Promises – If you tell a client that you’re planning on accomplishing something by a certain deadline, do everything in your power to make that happen. If you’re unable to meet an expectation by a certain day, be honest with them. Broken promises lead to broken relationships. Use time-management tools to keep track of deadlines.
#2 Maintain Open Communication
You’re the tie that binds your client to your business. This means when relationships start to sour, you’re the only person capable of rectifying mistakes. Give your clients the means to reach out to you when they run into a bind with your product or service.
- Respond Immediately – When a client has an issue, you need to fix it for them as quickly as possible before it becomes a major problem. If a client has a problem when you’re out of the office and you can’t respond at that instant, don’t procrastinate. Prioritize solving the issue the morning of your next workday.
- Check in Often – There’s no way to know if a client is having a problem if you never reach out to them. Checking in with a phone call at least once a quarter ensures that your relationship remains intact. If a client is having a problem, it’s easier to resolve it immediately rather than months later.
- Offer Multiple Feedback Channels – Clients may need your help when you least expect it. Giving them multiple avenues to get in contact with you, whether that be a phone number, email, social media, or even a brief online survey will keep you in the loop (and they’ll appreciate it immensely).
#3 Care About Customer Service
A business relationship is similar to any other kind of relationship: it depends on periodic maintenance to ensure everything is operating smoothly. When problems arise and issues are not managed, clients will move elsewhere.
Providing good customer service to clients may seem like a resource drain, but having a line of feedback for clients is a hallmark of good business. Good customer service starts with an empathetic ear!
- Feedback is an opportunity to learn – A complaint about your product or service can lead to improvements. It gives you the chance to improve your offerings and ensure all of your client’s needs are being met, not just the one offering criticism.
- Offer Incentives for Continued Service – Everyone loves freebies, especially when it’s a surprise. Incentivize a client’s continued relationship with you by offering corporate gifts to show that you appreciate their business. Check-in calls can be supplemented with discounted offerings on your services, or coupon codes sent to their emails.
The Secret to Retaining Clients
There is one sure-fire method to keeping clients around: listen, listen, listen. Clients may jump ship when they feel that their needs are no longer being met (or that your service’s cost is not supported from your end).
Setting solid expectations, addressing their needs, and offering them tools to better their business are the building blocks of client retention. A company that provides these three things will have long and fruitful relationships with their clients.
