What’s the key to client retention?

Good follow-up and great customer service.

What’s the key to good follow-up? A great system. But putting a system in place and using it can be time consuming. How do you devote time to great customer service if you don’t even have time for good follow-up? It’s important that your clients know you’re there and you care. But that doesn’t mean you have to do the work yourself.

Outsource! An added benefit of outsourcing client follow-up? Often times a client will be more willing to provide honest feedback to an outside source than to the service provider themselves. If you want to provide the best, you have to know what your clients really think. It might not all be positive, but it’s all helpful.