Nowadays, client retention is critical to the well-being of Small to Medium-sized Businesses (SMBs). It’s not always easy to work with those clients that ask for the moon but give you impossible demands that eat up your time and money. So what can you do with those cantankerous clients, especially if they get ticked off at you? Let’s take a look:
Client Retention Is Critical
Give careful thought on whether to keep them or set them free.
Sometimes, it’s hard to tell which customers are the best. We know right from the get-go that we’re going to have trouble with a particular client. You just get this tightening in your belly as they speak with you during your free consultation that maybe they could be trouble. For goodness sake, pay attention to your intuition. Most of the time, your intuition won’t lead you astray.
If those cantankerous so-and-sos get too ornery, it’s going to take you bucking up and deciding whether they’re just too much trouble to make it worthwhile to continue the relationship with them. It’s okay – if your decision is to let them go, go ahead. Just make sure you weigh all the risks.
Set their expectations early.
Unfortunately, we’ve only had to learn this through hard knocks through the years. Set realistic expectations for them and get their expectations of what they want from you. Doing so will hopefully keep you from wanting to kick yourself in the butt because you neglected to do that.
Don’t burn your bridges.
If you decide to let a client go, or even if they decide to leave your services, make sure that it is in an equitable way. Burned bridges can cause unnecessary stress and hard-feelings that could develop into something more serious like bad-mouthing of you on the social media networks or even lead to lawsuits.
Stroke the feathers of the good clients and keep them happy.
Client retention is critical to the success of your business. Make sure that your client relationship management is above reproach. A happy client can be a long-term client.
To many times, SMBs will stroke the wrong feathers. What I mean is that they will bend over backwards for the brand new client while they let their old clients fall by the wayside. Folks, that’s just plain silly — your older clients are your bread and butter; they have been tried, tested and proved to be reliable. Now why in the world would you want to go mess that up?
Pam Lokker is a skillful writer and proficient virtual assistant. Borlok Virtual Assistants is the place to get global expert VA services with quality and on-time delivery.