The Key to Client Retention: Nurturing

Nurturing is important in the customer relationships that you have.  Building relationships is an important way to keep your customers wanting to do business with you. There are a number of ways you can nurture your clients.

Nurturing your clients can be done every time you interact with them in small and simple ways. If you are a business that has onsite interaction with your clients, say you clean houses or run errands or do something on a very personal level, what if you left a flower or you left a cookie on their pillow? Those little nurturing things make a big impact on your client relationships. It is thoughtful and makes them feel special. It gives your clients something to look forward to. That makes your clients want to work with you longer.

If you don’t have a business where you have that kind of personal interaction, you can still nurture your relationships.  If your business is virtual, consider sending things in the mail.  When a client receives something unexpected in the mail, it also makes them feel special and shows that you took the time to think of them.  You can send them a thank you note once in a while.  You can also have an ongoing nurturing sequence where you send what I like to call “love mail” every month or every quarter to your top clients just to be friendly and to let them know you care about them.

When you add these extra nurturing touches with your clients, it increases the “know and like” factor. You hear all the time about know, like and trust. People do business with those they know, like and trust. If you want people to get to know you and to like you better, reach out to them and nurture them on an ongoing basis. It’s a great way to strengthen your relationships with your clients. When your business relationships are strong, your clients will stay with you.

Nurturing clients can also happen when you take a personal interest in them.  Take the time to ask how they are doing.  Find out what is going on in their life.  As you learn these details over time, remember them and refer to them in future conversations.  It is another way to show that you care.

If you don’t have a strong relationship with your clients, then they’ll walk away and find someone else who does just exactly what you do but in a different way or at a different price. The key to client retention is strengthening relationships and nurturing the clients that you have.

Share Your Thoughts