Most Common ReasonsClients Leave

& How to Prevent That

WWW.INFOCREST.IN

April - 2016

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Depending on the nature of the business and the number ofclients, the impact of having just one leave can be devastating.Regardless of how much your business has riding on each of

your clients, it’s in your best interest to maximize yourretention rates to hold on to them all.

INTRODUCTION

1. BUDGET

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Sometimes, a business simply runs out of money, or is forcedto cut optional services, to allow a bigger budget for

something more important. This is a hard scenario to address,but you do have a few options here -- the most effective beingyour coming up with a compromise that allows the client to

pay less for a smaller range of services.

In this case, you’re still taking a loss, but you’ll retain the client-- and that's the important thing

2. VALUE

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If the client doesn’t see an objective value, or ROI, in yourproducts and services, he or she isn't going to stick around. Itisn’t this person's job to calculate and prove that ROI; it’syours. So, take the time to show your client the value you

provide.

Do that regularly if you want to secure your client's positiveimpressions of you.

3. TRUST

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Trust is a huge factor for retention of clients; if they feel thatyou aren’t being honest or straightforward, they’ll questionyour value and withdraw their patronage. There’s only oneway to prevent that departure, and that’s to be as honest anddirect as possible, consistently and from the beginning of the

relationship.

Be honest and direct, even when "the truth" is hard toexpress.

4. POLITICS

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Occasionally, you’ll run into a problem where one person inyour client’s business is excited and happy with your

relationship, but a higher-up decision-maker questions it.Internal politics can ruin a relationship through no fault of your

own.

So, do your best to get involved at multiple stages of thecompany.

5. PERSONNEL

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Your client may grow attached to a particular accountmanager or staff member on your team. In the event of

turnover or a promotion, the resulting change in personnelmay prompt that client to leave.

The best way to address this is to mitigate turnover andtrain your employees as consistently as possible to reduce

volatility under such circumstances.

6. FAILURE

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If you drop the ball on a major project or flat-out screw up,your client may take that as a sign to leave. Reduce thispossibility by admitting to your mistakes openly.

Work hard to make up for any damages you might havecaused in the process.

7. NEGLECT

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Clients require regular attention to feel that theirbusiness is appreciated and that it adds strength to theintegrity of their partnership with you. If you aren’t being

proactive enough with communication, or aren’tincluding enough personal touches, clients may feel as

though you’ve abandoned them.

8. NEEDS

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Sometimes, clients need change. They may no longer requireyour services, or may hire an in-house employee to cover whatyou previously supplied. And, unfortunately, there’s no easyway out of this one. You can’t change your clients' needs.

All you can do is try to offer them new options for services inline with their new vision, goals and structure.

9. COMPETITION

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Be honest: You aren’t the only supplier in town, and there arecompetitors who may offer a similar service for a lower price, or

a better one for the same price. If a client catches wind of acompetitor who outprices or outperforms you, you may lose

that business. Therefore, it’s in your best interest to do proactivecompetitive research and get ahead of these possible

departures.Identify your weaknesses, knowing how you stack up to the

competition, and eliminate weaknesses even as you ensure thatyou're being the best at your strengths.

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THANKYOU