5 Ways to Create Client Loyalty

It takes time and effort to win a client. You have to build trust, create confidence, and demonstrate how your products and services meet specific needs. Once you earn a client’s business, you want to make sure to keep him or her as a loyal customer. Client loyalty doesn’t happen by accident — it requires a plan. Here are 5 ways you can build the kind of relationships that keep clients coming back.

  1. Write thank you notes. Very few people make the effort to write and send physical thank you notes, so these simple notes make a big impact. They don’t cost a lot of money, but they deliver a strong message that you care.
  2. Send items of personal interest. Take it to the next level by sending something that would be of interest to each client. If one client is a cycling fan and you come across a good article on cycling, tear it out and send it to your client with a note. If another client is taking a cooking class at the local Italian restaurant, send a delicious-looking recipe for him or her to experiment with. Make it individual and personal.
  3. Give them your attention. Nothing communicates appreciation like a quickly-returned phone call or making room for a meeting in your schedule. Everyone is busy. Everyone’s calendars are too full. Making time for someone lets your that person know you value him or her.
  4. Consider your entire client experience. To craft an exceptional customer experience, you need to think about each point of contact with your clients. How do you welcome new clients on board? How do you invoice? How do you deliver reports? Think of ways to make even the most mundane touch points communicate appreciation.
  5. Be ready to say “I’m sorry.” Everyone makes mistakes. Creating client loyalty doesn’t mean we’ll be perfect. But it does mean that when we make a mistake, we own it. We don’t minimize it. We listen to the client, we communicate that we understand the impact, and we don’t make excuses. We say, without qualification, “I’m sorry.” You’ll be surprised how a genuine apology can turn an unhappy client into your most loyal fan.

Most providers don’t have a unique product or service. There are probably others who could deliver similar solutions. But if you make client loyalty a focus, you’ll set yourself apart and attract clients who will stay with you for years.

Published on February 23rd, 2015 in Blog

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By working with me as your coach, as your partner as you climb the mountain of high achievement, you should expect some , if not all of the following outcomes:

  • Take your business to a higher level
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