Do You Have What It Takes to Retain Clients?

Source: Inspired Ideas

In a recent blog post, Jennifer Wilson explained what it takes to retain clients. Here are some excerpts.

The most significant concern facing CPA firms today is client retention. So, what does it really take to retain clients? Based on our surveys and our own experience, these are the things that matter most to your clients:

• You have to care about me and your care has to be evident. Consider calling the top 20 percent of your clients for no reason and just check in.
• Know me. Ask your clients questions to take your relationship deeper. Study and read about their businesses and other businesses like theirs. Illustrate that you understand them and their needs.
• Be accessible and responsive. Establish a firm-wide commitment for client response to e-mail and voice mail (typically by close of next business day or 24-hours).
• Deliver what you committed and keep your word. When you make a commitment to a client, move heaven and earth to deliver it. If you cannot, reset expectations ahead of time and establish a new commitment — then keep it.
• Make a difference and be different. If you really know your clients, their business and their industry, you can deliver valuable insights and provide them ideas to make them more competitive. Clients don't forget the difference you make for them when you deliver.
• Stay in front of me. As competitors loom, stay in front of your clients with regular communications, e-mails, invitations, blog postings, newsletters and phone calls. See or talk to every key client at least monthly. Be as in touch with your clients as your competitors will be.

For the complete blog entry, click here.

Jennifer Wilson is cofounder and partner of ConvergenceCoaching, LLC, a national leadership and marketing consulting firm dedicated to helping CPA and IT firms achieve success by helping them develop and implement leadership, succession, and marketing plans.

From ConvergenceCoaching, LLC Inspired Ideas, http://blog.convergencecoaching.com, October 6, 2009, “Retaining Clients – What Does It Really Take?”