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| Keeping the Good client Good. |
Customers are fickle, fickle, fickle. They jump ship at the drop of cell phone and never look back. Which begs the question, how do you keep your customers loyal?
Answer number one: keep the value of your services foremost in the mind of your clients.
How do I do that you ask? Here is an example:
During a review of their client list, the managing partner of the law firm, pointed out an account he decided to 'forgive' the outstanding invoice. It was $6K worth of legal work for the wife of a top client.
I suggested that instead of writing it off quietly and feeling frustrated by loss of the fee, he could contact the client/husband and let him know the law firm was forgiving the debt. It would buy good will and show the customer the value of a strong relationship between top client and the law firm.
The managing partner's eyes lit up at the prospect of the 'miles of good will' he would earn and strengthen the exiting relationship with this client.
Two weeks later, the managing partner relayed that his top client was extremely touched by the gesture and handed the firm another $250k in legal work.
How do you reinforce the value of your services to your best clients?
