- Whatever type of business you have,
winning and retaining clients,
paying clients, matters.
The best clients are repeat clients
because they're the best way to ensure ongoing work,
and finding new ones is sometimes difficult.
Client turnover is a challenge.
It means that you can get clients but you can't keep them.
This ultimately shows three possible things.
Number one, you have a cost problem,
number two, you have a performance problem,
or number three,
the client doesn't need your services anymore.
This can be easily addressed
if you can control these three things,
cost, performance, and expectations.
Here are five actionable ways to retaining your best clients
and getting new ones as well.
♫ I can't stop
(energetic dubstep music)
♫ I can't stop
- Focus on solving the client's problems first,
then your service and products second.
By identifying what your client needs and problems are,
you can then develop products and services
that can address that need.
Give value to your customers and be honest
about what you can offer.
Talk to your existing customers
on what difficulties or challenges
they're experiencing right now.
Get feedback on certain issues
and bottlenecks they're facing
and learn how you can be of help.
Control your costs.
Take control and make sure your customer
gets the best bang for their buck.
By controlling costs,
you'll be able to keep a project
within your customer's budget
and still be profitable for you.
This will boost your client's perception
of how you manage projects
and is more likely to result in repeat business.
(clapping and cheering)
Understate and overperform.
This is something that is so important
and personally I value so much.
Going above and beyond is the best way
to get your client's attention.
Always understate your services
and manage their expectations well.
Then overperform.
By doing this, you'll be able
to exceed your client's expectations and get great reviews.
But a word of caution.
Do not totally understate your abilities
to the extent that you'll lose the client.
There's a difference between managing expectations
and dumbing down your abilities.
Number four, don't stop selling.
Keep creating products and services for your customers
that will offer many ways that you can help them.
Many clients sometimes don't know what they're after.
Always look for opportunities to generate
additional revenue.
If you feel you can offer better products and services
than what your client is currently using now,
show it to them,
but remember, don't be too pushy.
There's a difference between pitching a client a product
and pushing too hard.
Don't come off as though you're just in it for the money.
Number five, continuously offer support.
The number one reason why customers leave
is because they're dissatisfied.
Part of that comes from not providing
excellent customer service even after the product is given
and the service has been rendered.
Respond quickly, present loyal customers
with a special offer or discount
to show your appreciation.
Offer continuous support for the products
and services that they've already purchased.
By doing this, you make sure that your customers
stay engaged with you.
Making sure your clients come back
enables you to do more with your business
and keep a steady supply of revenue.
Repeat customers are easier to handle
and they know what to expect.
Always leave a lasting impression
to make them come back for more.
Need guidance?
A business coach would be a great way
to achieve your goals and make sure that you're on track.
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(upbeat piano and guitar music)