Please do not leave this page until complete. This can take a few moments.
Q: What do you recommend as a customer retention strategy?
ACE Advises: I do not like surprises, especially at work. Finding out that a valued client has gone elsewhere is a most unwelcome surprise.
Clients have both explicit and implicit expectations. The explicit expectations, such as product, service, price, and delivery, are easy to identify.
However, clients often have unspoken expectations. To retain their business, you must uncover and fulfill these expectations.
I recommend a personal approach. Surveys may develop information, but meaningful conversations develop trust. Use these conversations with client to discover how they envision their relationship with you and your team.
So, clients might leave due to insufficient attention, but they may also leave because of excessive attention. No one likes to be peppered with email solicitations disguised as news.
On the other hand, most of us appreciate receiving information demonstrating the sender’s understanding of what might be useful to our business. This understanding requires dialog.
This means that you must identify what clients truly value.
Determine whether they see you as a vendor or as a valuable asset and partner, and act accordingly. Assess the level of trust established with your clients and ensure your team is reliable and respectful of their time. Look for opportunities to develop a closer relationship but be alert to signs that the time may not be right.
Don’t be misled by friendly behavior; dissatisfaction might remain unexpressed without a foundation of trust for open communication. Regular check-ins and authentic conversations can prevent surprises and foster a strong, lasting relationship with your clients.
Donna Brassard, an ACE member and former publisher of Mainebiz, is owner of Strategies+, a business consulting firm that helps businesses maximize their potential. Learn more at strategiesplus.biz, and you can reach Donna a db55me@gmail.com.
The Association for Consulting Expertise (ACE) is a nonprofit association of independent consultants who value “Success through Collaboration.” The public is welcome to attend its regular meetings to share best practices and engage with industry experts. For more information go to www.consultexpertise.com.
The Giving Guide helps nonprofits have the opportunity to showcase and differentiate their organizations so that businesses better understand how they can contribute to a nonprofit’s mission and work.
Learn MoreWork for ME is a workforce development tool to help Maine’s employers target Maine’s emerging workforce. Work for ME highlights each industry, its impact on Maine’s economy, the jobs available to entry-level workers, the training and education needed to get a career started.
Learn MoreFew people are adequately prepared for all the tasks involved in planning and providing care for aging family members. SeniorSmart provides an essential road map for navigating the process. This resource guide explores the myriad of care options and offers essential information on topics ranging from self-care to legal and financial preparedness.
Learn moreThe Giving Guide helps nonprofits have the opportunity to showcase and differentiate their organizations so that businesses better understand how they can contribute to a nonprofit’s mission and work.
Work for ME is a workforce development tool to help Maine’s employers target Maine’s emerging workforce. Work for ME highlights each industry, its impact on Maine’s economy, the jobs available to entry-level workers, the training and education needed to get a career started.
Few people are adequately prepared for all the tasks involved in planning and providing care for aging family members. SeniorSmart provides an essential road map for navigating the process. This resource guide explores the myriad of care options and offers essential information on topics ranging from self-care to legal and financial preparedness.
In order to use this feature, we need some information from you. You can also login or register for a free account.
By clicking submit you are agreeing to our cookie usage and Privacy Policy
Already have an account? Login
Already have an account? Login
Want to create an account? Register
In order to use this feature, we need some information from you. You can also login or register for a free account.
By clicking submit you are agreeing to our cookie usage and Privacy Policy
Already have an account? Login
Already have an account? Login
Want to create an account? Register
This website uses cookies to ensure you get the best experience on our website. Our privacy policy
To ensure the best experience on our website, articles cannot be read without allowing cookies. Please allow cookies to continue reading. Our privacy policy
0 Comments