A Dummy’s Guide to Losing Clients
Nobody wants to lose clients, but from the way we act sometimes, you’d think we’re trying our darndest to drive clients away. Many of us are dummies when it comes to dealing with clients…so dumb, in fact, that when we lose clients, we have no idea why, despite all the mistakes we made.
Here are just some of the things you might be doing that are causing you to lose clients.
- Overpromising and under-delivering—Hands down, this is the worst mistake you can make. If you say you’re going to do something, do it. It’s that simple. If you say you’ll have the work completed by a certain date, you had better have it done by that date. If for any reason, you can’t deliver on a promise, communicate with the client to let them know in advance. Don’t fall silent. Broken promises will kill your credibility, and when a client can’t trust you, they won’t stick with you.
- Ignoring clients—Communication is at the heart of every relationship. Without it, relationships wither away. You must keep in touch with your clients. Speak to them regularly. Make sure their needs are always being met. Get their feedback. Find out how they’re doing on a personal level, too. Just be there for them. Never ignore a client.
- Being unavailable—Do clients hit a brick wall every time they try to call or email you? You must be available to your clients, because if you’re not, someone else will be. Respond to emails in a timely manner, and make sure there is someone available to pick up the phone. Never send your clients to voicemail.
- Offering no personal touch—There’s both a personal and professional side to your client relationships. Many are good at managing the professional aspect of these relationships, but they fail to make personal connections. The personal touch is what creates lifelong clients. Do good things for your clients like you would for a friend. Show an interest in their personal well-being. Find things that you share in common with them. You aren’t going to be best buds with them, but you need to have a personal connection.
- Not providing value—At the end of the day, what are your clients getting out of this relationship? Are your products and services really up to par? Are you providing value-added services to enhance the overall experience?
What are some of the biggest mistakes companies make that cost them clients?