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CONTINUE selling to your current clients through:

a.     Social media & personal conversations - don't lose touch with decision-making personnel.

b.    Premium gifts - find out what your clients use on a regular basis and get your name in front of them; these reminders keep you at the forefront - it could be as simple as sticky-notes/pens/coasters with your company logo or a gift in the form of their favorite hobby - such as golf/travel/hunting.

c.     Questionnaires/surveys – find out if your business is succeeding in delivering exactly what your client needs; send this questionnaire to your former clients to find out the criticisms that you should improve on (criticism is a positive gift, not a negative thought).

d.    Regular reviews – schedule regular meetings with decision-making personnel to provide information on how you can help improve your services and find out what additional services you can provide for them.

2.     CONSIGN clients you have no choice but to let go – retention is not always up to you:

a.     Your current contact has left and they have hired someone who has their own professional contacts

b.    They may have to move to an area outside your service of help

c.     They may restructure their company to combine services of several departments into one

d.    “Fire” those clients that hinder your business growth; if you have clients that consistently complain or tie-up your time with inconsequential matters, let them go so that you have more time to spend on positive growth within your company

3.     CAPTURE new clients:

a.     Figure the time and cost involved in obtaining new clients

b.    Determine the lifetime value of your clients; if you are more client focused, your retention is higher during recessions

c.     Evaluate your business with colleagues and employees:

                                          i.    If a serious error happens, what is in place to immediately fix the situation and what processes are put into place to avoid it from happening in the future

                                         ii.    Do your employees understand the long-term implications of their actions in garnering lasting customer loyalty

                                        iii.    What risks are involved in losing big-ticket clients and how will you recover if they leave

                                        iv.    Who is in charge of keeping track and making sure policies are in place to ensure client acquisition and retention

 Acquiring new clients can cost five times more than retaining current clients - a 2% increase in client retention is the same as a 10% reduction in cost - your client profit rate increases over the life of retained clients.

Walking in the shoes and living the life of your clients = continued growth for your business!



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