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Attract the Right Job or Clientele:
Can You Improve Client Retention?
Companies employing sales representatives are typically on the lookout for how to improve client retention. And if they aren’t, it’s a fact that they should. For entrepreneurs, especially in the early stage, excitement is theirs upon gaining a sale here and there, but sadly that includes a short-term vision.
Focusing on your long-term goals that include a long-lasting clientele to do well in business, whether a singular, mid-sized, or corporate style, is necessary. So how can you improve client retention?
My Story:
Software is a Hard Issue for Non-Techies
Occasionally, everyone experiences the need for customer support. Like everyone else, and admittedly, frustration will set in for me. But I ensure that I eliminate a poor outcome by avoiding anger. Instead, I use logical questions and a request for help. Today was no exception, although deep-down, the issues were quite concerning.
The first instance was a software issue upon attempting to use another site. The first time, I was able to resolve it myself. Only afterward did a representative jump in and attempt to take credit for the fix. I promptly (and politely) re-used some of the previous communication to remind the person that I figured it out myself and that the request for a review in her favor wasn’t appropriate.
The same technical issue popped up a few days later, and upon attempting to contact customer care, 24 hours after, it was revealed that the person took needed time off. While the need was understandable, it baffled me why a replacement was not available to help. The better news is that it appears on the backend, and for some mysterious reason, the difficulty resolved itself. That was a huge relief!
Story Ending:
The company’s services are outstanding, but it may lose out on business due to a lack of consistency in customer care and communication.
Don’t Attempt to Scam A Person Holding Integrity First
A second situation evoked deep anger over the lack of integrity by a mega company. They instilled a massive penalty that was mind-boggling and for no reason. The person answering the phone said approximately, ‘That’s tough luck’ and was unwilling to investigate the matter. I immediately asked for someone higher up the executive chain.
Similar to developing a sale, I began by asking questions up front. Upon not receiving the appropriate answers and not being timid, I moved up the executive ladder to seek the solution I believed to be correct.
Politely communicating the situation from both perspectives, I asked for a judgment of fairness to kick in, and it did! Thankfully, the second person understood the issue and its ramifications if left unresolved. Furthermore, she realized that the penalty was inappropriate. Within minutes, they removed the steep fee from the account.
Story Ending:
The second situation resulted in my immediate inclination to never do business with them again. But the agent and her willingness to help resolve the issue created a 180-degree turnaround to maintain the account.
The more meaningful way to improve client retention is to review the tenuous situations and determine whether fairness applies to all occurrences.
A business’ end goal is to earn a returning and referring clientele. By working on behalf of our clientele, reciprocity takes over as our clients become our salesforce in disguise. It is their testimonials and referrals that encourage business growth. And it is a treat to enjoy their recurring business. Finding ways to improve client retention is the only way to remain in business for the long term and achieve all that one desires.
Your Story:
First and foremost, admit whether you have a relatively decent percentage of returning clientele or if it is deficient and needs improvement. As a solo business practitioner, do you show compassion when you speak to others, inquire how they are doing, or is your focus solely on ‘show me the money’?
Those of you who help manage or oversee a large organization, do you and your team attempt to get into the mindset of the clients who experience issues to help resolve them? Or do you believe doing so is not worthy of your time?
Admittedly, it’s possible that resolving an issue can be time-draining. However, the downside is the poor word of mouth and lost business forever. Experience shows that it can be well worthwhile to spend the extra hours, if need be, to resolve the conflict and move forward together renewing the relationship with your client. The one exception is if the request is not reasonable, and the individual does not want to negotiate a fair outcome for all.
The slogan, ‘walk a mile in my shoes’ comes to mind when thinking about problematic issues with clientele. It may be helpful the next time you consider how to improve client retention.
For More Insights: Visit Elinor’s Amazon Author Page
“Communicate to Attract Interest“
Be A Story-Teller
As the CEO of Smooth Sale, after her near-death experience, Stutz adapted the motto,
“Believe, Become, Empower.
”Nice Girls DO Get the Sale is an International Best-Selling and Evergreen Book – among the classics;
HIRED! Helped many to secure the job they desired.
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Sales Tips: Improve Client Retention
- Reflect on why you began your career and how you will differentiate your service.
- Review all the previous transactions versus the percentage of returning clientele.
- Reflect on the commentary clients provide and whether there is room for improvement.
- Create a poll for clientele plus visitors to your website for where to make improvements such as products, services, and customer care.
- Seriously consider the poll results and make necessary adjustments.
- Next, admit whether you are in need to improve client retention.
- Outline the necessary steps for improving quality care and training staff appropriately.
- Consider rewarding the salespeople who enjoy a higher percentage of returning clients.
- Monitor whether your loyal clientele is growing and consider rewarding them somehow.
- Celebrate Success!
Today’s insights are provided to help you achieve the Smooth Sale!
RESOURCES FOR PERSONAL AND BUSINESS GROWTH:
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Women’s Information Network (WIN) An education-and-event-based Global Community of Women Helping Women Worldwide Live Their Best Lives through Celebration, Self-Improvement, and Service.
