By Lynn Thomas
We human beings are loyal by nature.
I know that none of us is hoping that our doctor, dentist, or car repair company makes a huge mistake that makes us so mad and we decide to leave. When that happens, we need to use our precious free time to find a replacement. If anything, we hope and pray that everything remains status quo so we do not have to find a replacement. It is hard to find a replacement. Doubt creeps in. Uncertainty looms. We can ask friends and family who they recommend, but they may have different needs and wants, so we do not know for sure if we will be a fit with their professional.
If we could avoid the need to find a replacement, would we do what is necessary? We are creatures of habit. We feel most comfortable when everything stays the way it is. How can this work to your business’ advantage? As human beings, when we stay with any organization for seven years, only 3% of us will leave, ever. So your goal, when a new Client chooses your company, is not only to keep the Client the first year, but also to keep that Client for seven years. This creature of habit principle will easily give you high levels of Client retention.
How do you keep a Client for seven years? The best way is to have a plan that you and your Client have co-created. How often will you meet with your Client? What are their preferred methods of communication? Discuss what will be expected changes over the next seven years, e.g., will their children be going to college, what are their business growth expectations, do they foresee downsizing their house or purchasing a larger building for their business?