Alright, we’ve completed two of the steps in the general business transaction. You just finished the execution, you have their money, everyone is happy, you’re done, right? NO, STUPID! You need to keep and maintain the client. You can’t forget about them! As you should already know, it’s cheaper to keep a client than to get a new one. Despite this fact, we tend to neglect that these important people to us still need attention once their transaction is complete. If you forget about them, you’re forgetting about repeat business and referrals. If you convert someone to Christianity, that doesn’t mean the devil isn’t tempting them anymore. If you close someone’s mortgage, that doesn’t mean they won’t need one in the future and that they’re not making a payment in the meantime. If you start cutting someone’s lawn, that doesn’t mean there aren’t 18 million other companies that can do the same thing. You need to keep working at it.
If you focus on 3 key components, you should be able to maintain your clients. Communication, Quality, Consistency. If you’re communicating with your client on a regular basis and keeping them in the loop, they’ll remember you and trust you. If you’re open with them even while there’s a problem, they’ll know you’re not hiding anything. Your quality was demonstrated in your execution. If it was poor, you’re not keeping the client. If it was great, you need to keep it that way. They’re not committed to you forever. Finally, be consistent with all of this. We’re not perfect but try to become a habit for them. As you grow your client base, remember that it’s only as good as the clients who keep using and refer you.
Thanks & God bless,