Retention… Benefit of Attention

Standout from the Rest

Standout From The Rest

We all know, don’t we, that our clients crave our attention and it is our full intention of giving them the attention they deserve.  However, intentions don’t always result in attention which in turn affects retention.

Every client is different and requires a certain amount of nourishing to keep your relationship flourishing.  In order for us to prosper and succeed, we have to value all the experts out there that guide us regarding the importance of retention of clients/customers and what we absolutely must do to achieve this all important goal.

There are some very simple basic guidelines that are worth reviewing:

  1. Truly listen to your clients’ needs
  2. Follow up with them in a timely manner (make sure you understand what their expectations are)
  3. Remember you work for them
  4. Understand their decision-making process
  5. Vary your contact with them; i.e. email, phone, in-person

I would like to address telephone calls separately because I have read some articles that advocate that you could save time and not answer the telephone.  This is so you can call people back on YOUR OWN time.  I view that is very selfish.  My clients time is just as valuable as mine and if we all did that, we would not connect at all.  The problem with that as well is people pick up on that very quickly and you have now jeopardized retention.  You may just stand out if you are accessible and respectful thereby giving your client the attention they deserve.

Businesses built around the philosophy that the customer is worthy of “whatever it takes” also builds an in-house respect for quality service and these companies, even in times of economic downturn, continue to grow.  There is a business culture established that we are in this together.  I’ve seen it!!

Re-examine your marketing strategy to see if you are implementing at least the basics for retention of your clients.  It is so much more costly to seek new clients and build relationships instead of nourishing those that you have at hand.

What are some of the key elements of retention you would like to share?

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About Diane Meyer
Diane has more than 20 years in the corporate environment as Marketing Manager, Marketing Training Director, Advertising Manager and PR Manager for such companies as Celanese Corporation, BJ’s Wholesale Club, Kimberly-Clark Corporation and The Money Store. More recently she served as Executive Director of Community Health Campaign overseeing all the marketing efforts for 13 health agencies.

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