Client Retention – Understanding the Message from Your Client

Client Retention

Your business success depends on having sufficient clients to make it sustainable and facilitate growth. The issue that you face though is finding creative ways to attract clients, and, how to make sure they keep coming back. This may very well be where a lot of businesses get it wrong. Not understanding the message they get from a client is what complicates client retention.

Understanding The Message from Your Client

As a Business Owner, you may not be the only person dealing with your clients, but, where does the negative feedback end? Being pro-active and obtaining client feedback puts you in touch with your clients. Reading the feedback allows you to identify problem areas, and address them.

For some reason this is still avoided. Is it because sometimes you would rather not hear the truth or simply thinking everything is perfect. Reality will tell you different. You will have a client that feels the service was not up to standard. Talking to them and addressing the issue speaks volumes to them. Not only did you contact them, but you took action and suddenly they feel that you care!

Your employees are dealing with your clients, and they are also human. Sometimes they will make a mistake but the important part is how you deal with this mistake. Acting on it and thanking the client for providing the feedback, gives you a satisfied client. Exactly what you want in your business.

Reading the Actions of Your Client

Sometimes your message is not a verbal one, but a specific action your client is taking. This could be as simple as giving a small job to your competitor. What is your client saying to you?

There may be an issue with how you have been treating them or even saying you would do things and then you don’t. All these things weighs heavily with your client. They may now decide to see how your competitor does the work and gradually increase the size of the jobs. How you react is going to determine your future with this client.

Attacking your client is the last thing you want to do. Approach them and admit to your mistakes, find out what they want and deliver it! Show them why your business is the best fit for them and back it up with your follow up at completion of the work. Make sure they are satisfied and look for areas in which to improve. After all, this is your business and you want to succeed.

Want to know more about how you can improve your client retention?

Call us on 1300 663 331 or follow this link to contact us.