The Real Reason Your Clients Are Leaving

The Reason Your Clients Are Leaving

Did you know that 68% of customers leave a business because they don’t feel like that business cares about them? That’s more than half the customers that leave your business. Think about the customers who may have left your business. You may do exit surveys to get information from them and find out why they left. They probably don’t say that directly.  They may have a lot of other reasons that they give you, but I’m guessing that most of those are just excuses. The real reason your clients are leaving is because they believe your business doesn’t care about them.

reason your clients are leaving

If you want to raise your client retention, this is an easy problem to solve. All you have to do is find a way to let your clients know you care about them. You probably already do care about them, but they don’t feel it from you for one reason or another. If you can wipe out that reason your clients are leaving, you will quickly increase client retention.

Ways to Show You Care

One thing you can do is give great customer service. If something goes wrong, if a mistake is made, make sure you apologize. Make sure that you communicate with your clients so they understand what went wrong and how you’re going to fix it. Communicate with them if you’re going to be out of town, or if you’re going to be unreachable when they might need something.  If you communicate all those things to them, they’ll feel like they are a priority to you and to your business.

Another thing you can do is simply thanking them. It is a neglected thing, but it’s so easy to do. You can thank them for their business as a routine. If you have a storefront, make it part of the routine with each transaction.  Every time someone walks out of the store say, “thank you for stopping by.” Just let them know that they’re appreciated.

Also, you can write a thank-you note, a hand-written thank-you note that you send in the mail to your top clients. Write to them and tell them how much you appreciate their business. You may do this as part of a holiday campaign as a stand-alone card, or along with a gift.

Another thing you can do is send out client appreciation gifts. If you can send out a meaningful appreciation gift, it will have a high impact on your business. When a client receives that from you, they realize that they’re important to you and that you care about them. Don’t just give a blanket gift to everybody without putting some thought into it. Don’t do it because you feel obligated so you just send out a bunch of gift cards and check it off your list. Put a little time into it, make it meaningful and you will make a bigger impact on your clients. They will feel more appreciated.

When you do some of these  simple things, your clients will know that you care.  Then your client retention rate will increase because you won’t have 68% who feel that you don’t care about them. If you let your clients know that you care, they will stay with you and you won’t have that problem anymore.

If you are looking for ways to show your clients you care, but aren’t sure where to start, schedule a call.  We specialize in making people feel special.

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