Are You Having Trouble Keeping Your Best Clients?
We work with B2B companies who are struggling to retain good clients.
Are You Keeping Your Best Clients? Are you retaining the good clients you worked so hard to win? Are you keeping them happy? Over two-thirds of clients who stop doing business with a company do so because they perceive the company as indifferent. Only four percent of unhappy clients will ever share their concerns with you.
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When you lose a good client, you lose income.
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When you lose a good client, your replacement costs can be six to eight times greater then keeping the client.
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When you lose a good client, you suffer a loss of good will. Unhappy clients will share their unpleasant experience of your company with an average of 10 other individuals. These individuals can be your current or potential clients!
Happy clients do not leave! Clients don't leave companies that meet or exceed their expectations. You stand a better chance of keeping your clients for "life" if:
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Your clients experience value in the service or product you provide,
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That service or product enhances the value of their offerings to their customers, and
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They believe that you have their best interests at heart.
Managing and meeting your client's expectations is complicated by an environment of ever-increasing competition: competition for your clients, and just as importantly, competition for your personal time and attention. Frequently, you may find yourself immersed in urgent and consuming matters. Urgency has a way of limiting the information we are attending to. As a result, the not-yet-urgent problems-as well as perceptions of your product or service-are developing beyond your level of information and awareness.
Keeping your best clients is significantly easier if you accomplish two things:
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"Protect" your clients. The origin of the word, "client" refers to someone who is under your protection. Your clients might not be able to articulate this concept, but-deep down-they get it! A client who tangibly experiences the feeling of being protected by you has a compelling reason to stay in a business relationship with you.
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Effectively leverage your hidden and underutilized information resources. Improving the quality of your information will improve the quality of your decisions. When your client experiences protection, good information will flow more freely within the relationship. Your clients will share their expectations, and they will engage you in what they need from you. Providing you further opportunities to protect them.
For over 15 years, Jeff Simon has provided "protection" for clients from a wide variety of industries, including: aerospace, transportation, financial services, bankruptcy law, and academia. Jeff has built hundreds of profitable and trusting business relationships with closely held companies, Fortune 500 corporations, and government entities.
You can improve your client retention by subscribing to the Happy Clients Newslewtter the online newsletter for those who want to keep their best clients. Each issue contains thought-provoking ideas, tips, and strategies you can use to keep your best clients.
