Some businesses have lost clients during the pandemic, and some have actually grown clients. If your client list has fallen off, I know it is of deep concern.
Team DonPaul has a goal: to help our clients gain strength in business where possible and develop new practices wherever their creativity and budget will allow.
We encourage every small business owner to pay careful attention to “retention.”
Retaining your clients, even amid some of the most challenging times we have ever known, is very important. Discard past assumptions. You know from operating your own company or organization how much has changed in the way of doing business in the “New Normal,” and you should assume that similar changes are taking place for your clients. Using email to communicate is a great way to show you care and keep your services top of mind.
1. Stay in close contact. Of course, you don’t want to be a nuisance, and you can only ask “How’s it going?” so many times without sounding insincere. Instead, set up a serious schedule for keeping in touch and always try to have a conversation topic that is uplifting and beneficial. Even if they have never actually purchased from you, the fact that they are in your database means you have an opportunity to share updates and positive news.
2. Request their stories so that you can gain a better understanding of their perspective. If you can provide incentives, by all means do that as well. No need to get deeply intimate, but don’t be afraid to ask what sort of assistance may be needed. You may not be able to personally provide any help, however it’s times like these that the power of social network circles can come into play. Introducing your clients to people who can work with them to find solutions is an excellent way to grow trust and preserve a relationship.
3. Look at who’s looking at you. While you want to retain your existing clients, look for opportunities to add new contacts to your database and convert them into new clients. That takes a system. Use a Customer Relations Management (CRM) system that will give you the analytics you need to make the best decisions for your communication strategy. Be consistent with your schedule and the message you deliver, but be flexible with your approach and your ability to react, answer, and provide support.
Many business owners want their client’s trust, but they do very little to demonstrate that trust in return … except to receive and promptly deposit payments. Whether you are a small business or an organization, show your clients that you understand … we are all in this together. Let them know you empathize and that you are willing to listen. In turn, they will be right there waiting for you when the “all-clear” comes to safely shake hands again!
We provide service to clients from many different business categories, and we are constantly discovering creative ways to retain clients. Schedule a consultation, and let’s discuss what will work best for you!
Follow this link to connect with me. Let’s discuss ways to elevate your game and make your business stand out!