Clients can be harsh.
It’s a competitive environment out there.
If you don’t appreciate them, this happens.
That’s right they leave you.
There are so many little things that can cause a client to leave but the biggest is simply perceived indifference.
They don’t think you really care about them. Not it may not be true. but if you see it through their eyes then…
You take too long to solve their problems.
You make better offers to new clients than you to them.
You never say thank you in a sincere way.
You never check in to see how things are going.
It’s just as much a problem for a small business as it is a big one. It just gets worse with size as each client on their own may not be that valuable.
But think about this. If one client has a bad experience then many more will be having the same experience.
So what to do?
You have to care. Actually care. You can’t just say something like we want to be the most loved XYZ. That’s about you. It needs to be about them.
If you want to be the most loved what will you do to be that?
Sometimes it’s the little things that make a big difference. Here’s one example of where marketers fail. Someone is on your email list and they decide to leave. What do you do?
Almost everyone just lets them go. Sure some use complicated opt out methods to try and make it hard. But that’s dumb.
What you should do is remind why they joined the list in the first place and what they stand to lose if they leave. They are then free to make a choice.
Here’s an example I saw of someone who did that to me. It made me think before just unsubscribing. It’s not hard to do but every saved name is potentially a lot of future business.
Here’s the example.
What will you do, this week, to show your clients you really care?