Keeping Clients in a Down Economy: Is Giving or Taking Better for Your Bottom Line?
Times are tough. There’s no doubt about it.
Quite simply, in an economy where most business owners are scaling back and taking things away from their programs, and therefore their clients, we are adding goodies and little perks.
Rather than spend more time, energy and money to recruit new clients, we are showing current clients how much we value them by going above and beyond, thus creating raving fans who are telling others and then those others are coming to me.
Is every person we speak with hiring us?
Of course not, when it’s a good fit and a win/win for us both, we get together. When not, we had a great conversation and now know more about each other (a new connection is always a good thing!).
Here are a few examples of what we do which may inspire you with your clients and leads:
• Send a welcome gift to new clients
• Send a different welcome gift to new private clients
• Send a handwritten card to new clients and those I have a strategy session with
• Send items via snail mail and yes, incur the ongoing fulfillment cost, if we think it adds to the program and increases the client’s experience
• Send flowers or other appropriate gifts to clients who have a breakthrough or realize a great success
You see, it isn’t about how much revenue you can bring in — it IS about how the client feels when doing business with you.
Our Request To You:
Walk away from your desk, think of a client and ask yourself the following questions.
• Does she feel valued?
• Does she feel your work together far outweighs the investment?
• And, even when it’s time to move on from the relationship, does she know that she’s welcome back and valued for your time together?
Do this for several clients.
If you’re unsure in any way about how your clients would answer the above 3 questions, it’s time to either ask or amp up the quality of your client experience.
After all, without clients you don’t have a business. . .and attracting clients is only the first step.