Boom! Just like that, another one bites the dust. You just lost a client and you have no idea why. On paper everything looks good: You have provided everything they've asked of you in a timely manner and as correct as possible. In your opinion, there is nothing else you could have done for them. Yet, they left! Why?
I remember in the movie Love and the Other Drug whenever Jake Gyllenhaal went to a doctor's office, he always brought gifts for the gate keeper (secretary) as a show of appreciation or as a bribe. These gestures made the secretary more incline to allow him access to the doctors. Now translate this to your business. How are you showing your appreciation to your clients? Although doing a great job is a great way to keep your clients, if they aren't feeling appreciated and important they might want to find another service provider to do just that.
Just as consumer packaged goods service providers engage with their everyday consumers, client service companies should engage with their clients. You do not want to lose a client due to lack of appreciation. Here are some ways to show a little bit of appreciation:
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Send them occasional thank you for being our client cards or emails.
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Celebrate company-client successes.
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Take a trip down memory lane, acknowledging the problems you helped them solve.
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Make a call and check in on them once in a while.
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If you remember birthdays or a special dates, give them a call.
These things might seem corny or doing a little too much however, doing these little gesture of appreciation now will prevent you from doing a whole lot more to get your client back in the future.
While running our business, we often forget to say thank you to the clients that essentially pay our bills, keep the lights on and help us stay competitive in our industries. A little bit of appreciation every now and then goes a long way in the future.
Remember a happy client equals a longer business relationship.