How Gratitude Helps Client Retention

Posted by Ryan Howard on Nov 26, 2019 8:45:00 AM

How Gratitude Helps Client Retention

While it's easy to be overwhelmed during the year with business to-do's, your clients are the reason you have a business to begin with! You don't have to wait until the holidays to show them that they are appreciated. Gratitude can be practiced all year long and will help build a strong foundation for any challenges that may arise. Gratitude reminds your clients that they are appreciated.

Here are some of the best ways to show gratitude and help client retention.

You care about their business.

By reminding your clients that you're appreciative of the opportunity to work with them, they'll know that their business is important to you. Show them that you care by listening with intention, learning about their goals and thanking them for staying connected with you.

You will work as hard as you did to win the business.

There's nothing more frustrating to a client than to feel that you only wanted a contract and stopped caring after it was signed. Give them outstanding customer service, valuing their needs and delivering exceptional results.

You own your mistakes.

It's not uncommon for mistakes to happen in B2B relationships. Expectations may be unclear or situations may have changed. If your business missed the mark in some way and you own up to it, your client will see you as a business with integrity.  When you're an honest, transparent business partner, your clients feel your gratefulness.

You pay attention, even when things are going smoothly. 

When you make a phone call or visit their office just to check in, they feel that you want to stay connected. When you know that it's your client contact's work anniversary or birthday, they know that you really do care about them. Take them to lunch or host a client appreciation dinner. They'll feel valued and want to stay in touch.

You're friendly, even when things aren't going smoothly.

It can be tough to show a client that they're valued when things aren't going so well. As an example, when they haven't paid their invoices, there are the dreaded uncomfortable phone calls to talk about money. Instead of taking it personally, send these friendly reminder notices.

Your clients are loyal and have your back.

If you're receiving referrals from current clients, your clients are already recognizing that you value them and their business. They may share or retweet your posts or jump into a social conversation to brag about your work. Loyalty starts with gratitude, connection and a positive experience with your business.

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Topics: Best Practices, Business relationships