Every business owner knows how important it is to bring in new clients, but don’t forget your bread and butter lies with retaining the clients you already have. Keep your current roster happy and thriving, and you’ll have a solid business in place so you can go out and win more. Here are a few of our recommendations to improving your client retention.
Understand where they want to go and how you can get them there
To ensure a satisfied client and deliver great results, you need to know what keeps them up at night. In PR, media placements are great, but they mean nothing if they don’t help your client hit their goals. Get to know their industry and competitors. Learn how to move the needle so you can help grow their business. Connecting your activity and results to your client’s bottom line goes a long way in extending your relationship.
Celebrate the wins and embrace the suck
Don't be afraid to toot your own horn. When something great happens for your client, let it be known and enjoy it! Of course, while it’s fun to dazzle with your amazing work, every business campaign will experience pitfalls and it’s important to inform your client when that happens. When bad things happen, get in front of them, Identify the problem and how it's going to be fixed.
Be their business therapist
Business ownership is a lonely island. Having another professional to bounce ideas off of is as valuable as the service or product you are providing your client. Remember you're essentially handling your clients’ livelihoods. By becoming a valuable partner in their business, it can go a long way toward retention.
If you are looking for a simple solution for managing, organizing and tracking your clients, consider investing in a customer relationship management system.