{"id":1464,"date":"2014-08-21T07:37:24","date_gmt":"2014-08-21T07:37:24","guid":{"rendered":"http:\/\/www.instantoffices.com\/blog\/?p=1464"},"modified":"2017-02-16T13:27:00","modified_gmt":"2017-02-16T13:27:00","slug":"tips-from-the-experts-client-retention-2","status":"publish","type":"post","link":"https:\/\/www.instantoffices.com\/blog\/business-growth\/tips-from-the-experts-client-retention-2\/","title":{"rendered":"Tips from the Experts \u2013 Client Retention"},"content":{"rendered":"

In today\u2019s edition of Tips from the Experts, we asked five business professionals to provide us with their top tips to help businesses retain clients.<\/p>\n

 <\/p>\n

Mike Sudyk, VP \u2013 US Operations at EC Group<\/a><\/h2>\n


\n\"Mike1. Build Relationships<\/strong><\/p>\n

Too often the communication (particularly phone calls) becomes all about business and never leaves times for any genuine connection and communication. One thing we try to do is have a relationship with our clients. We don\u2019t have to be best friends, but we enjoy touching base with them – business is just one aspect.<\/p>\n

2. Visit Your Clients Regularly<\/strong><\/p>\n

This could not be more important. In the digital world today, all too often we never see the people we work with and only communicate via email or Skype. The power of meeting our client in person give us a sense of who they are and affords us the opportunity to introduce ourselves fully. Body language and non-verbal communication make up a huge part of a relationship and without that it only goes so deep. We have found that after meeting in person, any issues we have to go through are smoother as a result and we are able to better navigate misunderstandings.<\/p>\n

3. Know Your Client and Their Business<\/strong><\/p>\n

We provide software development teams to growing businesses and as such we are dealing with companies that face a multitude of challenges outside of just software. When we understand their business and what those needs are, we are better suited to not only meet their software needs but to be sensitive to where they are at in their growth stage of the business. Understanding these things helps us relate to them in more of a partner mentality than a vendor role.<\/p>\n

4. Put In Place a Strategy Document<\/strong><\/p>\n

For each one of our clients, we have a document that covers each decision maker at the company, each member of their software team with us, and the opportunities and risks associated with the account. It also includes vital background information that helps us all stay on the same page with regards to what we know. While it may seem like an archaic method in today’s word of advanced CRMs, it has been an enormous help.<\/p>\n

5.\u00a0\u00a0\u00a0\u00a0 Have Fun<\/strong><\/p>\n

People do business with people -simple as that! Most people want to spend time with individuals that make them happy and are fun to be around. So have fun, don’t worry too much about the business, and share things you’re passionate about with your clients. People are attracted to companies with a strong passion and mission. We are passionate about social responsibility and most of our clients are as well. It gives us another point of connection and builds stronger bonds.<\/p>\n

 <\/p>\n

Barnaby Lashbrooke, Founder of Time Etc<\/a>, The UK and US Virtual Workforce Platform<\/h2>\n


\n\"barnaby\"1. Set Realistic Expectations\u00a0<\/strong><\/p>\n

It’s always tempting to over-promise on the value you’re going to deliver. There’s a very fine line between aspirational marketing and the reality of what your product or service delivers for your users. I’ve found that setting expectations realistically is essential to retaining customers after their first couple of purchases.<\/p>\n

2. Find New Ways To Add Value<\/strong><\/p>\n

Relationships get old, and people get used to each other. It’s easy for the value of a service to fade over time as everyone gets used to the relationship and complacency \u2013 even just a little \u2013 sets in. The reality is that when a client gets to 12-18 months old, we have to work harder to keep them interested and show that we’re still adding the same brilliant value to their business that we did on day one.<\/p>\n

3. Treat Serious Complaints Personally<\/strong><\/p>\n

Complaints may be rare but are inevitable. If a complaint arises, prioritise it above everything else and give it your full and undivided attention until it\u2019s resolved and the client is happy. I’ve found that dealing with complaints swiftly, seriously and with a good dose of genuine humbleness can turn unhappy clients into some of your happiest.<\/p>\n

4. Engage Using Social Media<\/strong><\/p>\n

Many brands use social media to engage with existing customers as well as identify potential new customers. Larger businesses, particularly corporate ones, can appear impenetrable. Social media can be your mouthpiece. If done sensitively, it can humanise your brand and build trust.<\/p>\n

5. Make Yourself Available<\/strong><\/p>\n

There\u2019s no excuse in this day and age to be un-contactable. Clients like to know you\u2019re there if they need you. Make yourself easily and readily available and make sure your channels of communication are clearly visible on your website. Instant messaging tools are great for clients you speak to daily. They speed things up compared to emailing and waiting for a response.<\/p>\n

 <\/p>\n

Marie Rodgers, Company Director, Total Sales Solutions<\/a>.<\/h2>\n


\n\"marie\"1. Get To Know Your Clients<\/strong><\/p>\n

This is so obvious, yet vitally important. In order to have a good chance of retaining clients, it\u2019s important to know what they like and how they work. When you need to get in touch with them you should know if they prefer a phone call or an email. If you are sending financial details their way, then you should know if they want it sent directly to them or straight to their accountant. These little things aren\u2019t forgotten about when it comes to renewing a contract.<\/p>\n

2. Remember Their Birthdays<\/strong><\/p>\n

This follows on from the point on getting to know your clients, but it\u2019s so effective that it deserves to be a tip on its own. There are so many advantages to finding out a client\u2019s birthday and sending them a message or card on the day. Firstly, they will massively appreciate it and like the personal touch. Secondly, it can be a way of reminding them of your business. Now, although you can\u2019t plan when a client\u2019s birthday is (unfortunately!), I have often had clients who haven\u2019t responded to an email or voicemail and who, after wishing them happy birthday, suddenly remember me and I get a response the next day.<\/p>\n

3. Be Prepared To Make Concessions<\/strong><\/p>\n

Few businesses keep all of their clients while getting exactly what they want. When it comes to the sensitive issue of price rises, be prepared to make a few concessions while still getting the fee your work deserves. Refusing to negotiate at all will only see you finish the day with fewer clients.<\/p>\n

4. Use Data To Prove How Good You Are<\/strong><\/p>\n

When it comes to asking a client to renew a contract, you want the client to know and appreciate the benefit your business offers. Keep records of the work you have done for them and the successes you have brought them. Every business is different, but most businesses will be able to keep track of some kind of data which can be used to prove that your business is worth staying with.<\/p>\n

5. Be Grateful<\/strong><\/p>\n

\u201cThank you\u201d must become your new favourite word. Every client you work with is helping keep you in business so be grateful and show it. It\u2019s just polite, and politeness can go a long way!<\/p>\n

 <\/p>\n

Simon Meredith, MD at Freight First<\/a><\/h2>\n


\n\"simon1\"1. Treat Them as Individuals<\/strong><\/p>\n

Nobody wants to feel generic. Make a conscious effort to treat each of your customers individually. Anything that can be tailored to an individual should be. Whether it\u2019s an email or the product\/service itself, make it personal.<\/p>\n

2. Treat Them as People, Not Businesses<\/strong><\/p>\n

Impressing people is not only more beneficial, but is much simpler than trying to impress a business. Offering 5% off an invoice isn\u2019t going to wow anyone. Sure, they might appreciate it, but it will quickly be forgotten. However, sending them a bouquet of flowers on their birthday will.<\/p>\n

3. Do the Little Things Well<\/strong><\/p>\n

It\u2019s attention to detail that retains customers. In industries where the product\/service is generic, small details can mean the difference between a job well done and a fantastic job \u2013 be in the fantastic camp.<\/p>\n

4. Speak To Them Regularly \u2013 and LISTEN!<\/strong><\/p>\n

If you talk to your customers regularly, they will tell you if you are doing your job properly or if you can improve. Listen to them and act on what they are telling you. Manage and exceed their expectations using these conversations.<\/p>\n

5. Say \u201cThank You\u201d<\/strong><\/p>\n

Nothing beats a handwritten card saying thank you; not an email, not a video – a hand written card.<\/p>\n

 <\/p>\n

Russell Davidson, Managing Director at Davidson Asset Management<\/a><\/h2>\n


\n\"russell\"1. Deliver<\/strong><\/p>\n

No matter what product or service you have agreed to provide to a new client, make sure you can deliver it. Only then will you even have a chance of retaining that client. This is why it so important to focus on giving the best service you can to meet their expectations.<\/p>\n

2. Ask For Their Opinion<\/strong><\/p>\n

Asking for feedback from your clients is a great way to improve the product\/service you deliver and can also make the client feel involved and appreciated. If a client is unhappy with what is being delivered, but is then asked for their opinion, they may choose to give you another chance if they see your business is serious about improving.<\/p>\n

3. Refer Business To Your Clients<\/strong><\/p>\n

If you come across another company looking for a product or service which is exactly what your client offers (and which you can\u2019t provide yourself, of course), then point them in the direction of your client, who\u2019ll be hugely grateful.<\/p>\n

4. Build A Relationship<\/strong><\/p>\n

I have worked with some of the biggest players in the hospitality and retail markets in my current position. The relationships I have developed with the decision makers at those various companies have not only helped to keep up the business we have with them, but have the added bonus of being personally rewarding too as I have met a lot of fun and interesting people.<\/p>\n

5. Take Your Clients Out<\/strong><\/p>\n

Many business owners will take a potential new client out for lunch or dinner and treat them like royalty, but once a contract is signed, that rarely happens again. Treat your current clients to days out or the occasional dinner if you want to retain them for a long time.<\/p>\n

 <\/p>\n

Thanks to all our contributors for their valuable advice. Do you have any client retention tips that you would like to share? Feel free to leave a comment in the section below.<\/p>\n","protected":false},"excerpt":{"rendered":"

In today\u2019s edition of Tips from the Experts, we asked five business professionals to provide us with their top tips to help businesses retain clients.   Mike Sudyk, VP \u2013 US Operations at EC Group 1. Build Relationships Too often the communication (particularly phone calls) becomes all about business and never leaves times for any genuine connection and communication. One thing we try to do is have a relationship with our clients. We don\u2019t have to be best friends, but we enjoy touching base with them – business is just one aspect. 2. Visit Your Clients Regularly This could not be more important. In the digital world today, all too often we never see the people we work with and only communicate via email or Skype. The power of meeting our client in person give us a sense of who they are and affords us the opportunity to introduce ourselves fully. Body language and non-verbal communication make up a huge part of a relationship and without that it only goes so deep. We have found that after meeting in person, any issues we have to go through are smoother as a result and we are able to better navigate misunderstandings. 3. Know Your Client and Their Business We provide software development teams to growing businesses and as such we are dealing with companies that face a multitude of challenges outside of just software. When we understand their business and what those needs are, we are better suited to not only meet their software needs but to be sensitive to where they are at in their growth stage of the business. Understanding these things helps us relate to them in more of a partner mentality than a vendor role. 4. Put In Place a Strategy Document For each one of our clients, we have a document that covers each decision maker at the company, each member of their software team with us, and the opportunities and risks associated with the account. It also includes vital background information that helps us all stay on the same page with regards to what we know. While it may seem like an archaic method in today’s word of advanced CRMs, it has been an enormous help. 5.\u00a0\u00a0\u00a0\u00a0 Have Fun People do business with people -simple as that! Most people want to spend time with individuals that make them happy and are fun to be around. So have fun, don’t worry too much about the business, and share things you’re passionate about with your clients. People are attracted to companies with a strong passion and mission. We are passionate about social responsibility and most of our clients are as well. It gives us another point of connection and builds stronger bonds.   Barnaby Lashbrooke, Founder of Time Etc, The UK and US Virtual Workforce Platform 1. Set Realistic Expectations\u00a0 It’s always tempting to over-promise on the value you’re going to deliver. There’s a very fine line between aspirational marketing and the reality of what your product or service delivers for your users. I’ve found that setting expectations realistically is essential to retaining customers after their first couple of purchases. 2. Find New Ways To Add Value Relationships get old, and people get used to each other. It’s easy for the value of a service to fade over time as everyone gets used to the relationship and complacency \u2013 even just a little \u2013 sets in. The reality is that when a client gets to 12-18 months old, we have to work harder to keep them interested and show that we’re still adding the same brilliant value to their business that we did on day one. 3. Treat Serious Complaints Personally Complaints may be rare but are inevitable. If a complaint arises, prioritise it above everything else and give it your full and undivided attention until it\u2019s resolved and the client is happy. I’ve found that dealing with complaints swiftly, seriously and with a good dose of genuine humbleness can turn unhappy clients into some of your happiest. 4. Engage Using Social Media Many brands use social media to engage with existing customers as well as identify potential new customers. Larger businesses, particularly corporate ones, can appear impenetrable. Social media can be your mouthpiece. If done sensitively, it can humanise your brand and build trust. 5. Make Yourself Available There\u2019s no excuse in this day and age to be un-contactable. Clients like to know you\u2019re there if they need you. Make yourself easily and readily available and make sure your channels of communication are clearly visible on your website. Instant messaging tools are great for clients you speak to daily. They speed things up compared to emailing and waiting for a response.   Marie Rodgers, Company Director, Total Sales Solutions. 1. Get To Know Your Clients This is so obvious, yet vitally important. In order to have a good chance of retaining clients, it\u2019s important to know what they like and how they work. When you need to get in touch with them you should know if they prefer a phone call or an email. If you are sending financial details their way, then you should know if they want it sent directly to them or straight to their accountant. These little things aren\u2019t forgotten about when it comes to renewing a contract. 2. Remember Their Birthdays This follows on from the point on getting to know your clients, but it\u2019s so effective that it deserves to be a tip on its own. There are so many advantages to finding out a client\u2019s birthday and sending them a message or card on the day. Firstly, they will massively appreciate it and like the personal touch. Secondly, it can be a way of reminding them of your business. Now, although you can\u2019t plan when a client\u2019s birthday is (unfortunately!), I have often had clients who haven\u2019t responded to an email or voicemail and who, after wishing them happy birthday, suddenly remember me and I get a response<\/p>\n","protected":false},"author":1,"featured_media":8331,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3,217],"tags":[93],"class_list":["post-1464","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-growth","category-expert-tips","tag-tips-from-the-experts-2"],"yoast_head":"\nClient Retention | Expert Tips - Instant Offices Blog<\/title>\n<meta name=\"description\" content=\"In today\u2019s edition of Tips from the Experts, we asked five business professionals to provide us with their top tips to help businesses retain clients.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.instantoffices.com\/blog\/business-growth\/tips-from-the-experts-client-retention-2\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Client Retention | Expert Tips - 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