Most independent professionals say that repeat business is ideal. No surprise there.
On the other hand, few of them seem to focus on actively uncovering the evolving wants and needs of their clients. They assume that they understand what their clients are thinking.
Over the past fourteen years, I’ve found that retaining great clients long-term requires a more proactive approach. In everything that you do for them you must make it clear that you’re striving for excellence. You also need to ask your clients some version of these questions on a regular basis:
- Ideally, what would you like to have me do more of, less of, or just differently?
- What would making those changes mean to you / your business?
Setting the right tone and regularly asking these types of questions opens up valuable client discussions. These conversations enable you to identify gaps between what you’re doing and what your clients really want. Of course, closing these gaps is what client satisfaction and repeat business is all about.
If you want increased client retention, profit and fulfillment, then I have a mantra for you – “If it’s to be, it’s up to me.” Take the initiative and commit to making your client relationships great!