AIS Solutions is built on the premise of repeat and ongoing business.
Our recurring bookkeeping service requires consistent, open communication with our clients, often on a week-to-week or even daily basis. But we know that they don’t come back just because they have to: we know that if we can’t offer a consistent quality service when our clients need our assistance, whether it’s for a minor bookkeeping question, a major issue or for quick assistance in a pinch, we risk them taking their business elsewhere.
The issue of customer retention is one I’ve read about many times, but it’s also one around which there will always be much discussion and debate. One recent article on the subject that I particularly enjoyed is from Robert Moskowitz the Intuit Small Business Blog, called How to Get Repeat Business From Your Clients, which offers a look at some simple strategies and provides some guidance on how to keep customers around after initially doing business with them.
Here’s a look at one of Mr. Moskowitz’s tips:
Communicating clearly is crucial to working well with a client. Making this happen isn’t your client’s responsibility; it’s yours.
Learn to exchange ideas with any type of client, even those who are extremely closed, silent, or difficult. You’ll obtain better results and win more appreciation for what you do. Recognize that, in many ways, effectively sharing your thoughts, needs, and expectations is as important as your specific project knowledge, skill, and experience.
I must reiterate his first point in this section, about which he is right on, communication is your responsibility. Each of my clients has expectations I need to meet, and if I have a question about their specifics, or if I get an idea I’d like to share because I think it will improve the project, I can’t wait around for them to call – I need to pick up the phone as soon as I realize further discussion is needed, for any reason.
Even if I’ve read on the subject of customer retention more times than I can even begin to remember, a fresh perspective is always nice, and I found that Mr. Moskowitz had a good one. Give his article a read and see if you get some new insight on how to keep clients happy and coming back.
What did you think? Did you find these useful? Do you utilize them already? Do you have any of your own advice for getting repeat business from clients? Your thoughts are always welcome, so let us know!