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  • Writer's pictureBenjamin

๐—˜๐—ป๐—ด๐—ฎ๐—ด๐—ฒ ๐—–๐—น๐—ถ๐—ฒ๐—ป๐˜๐˜€ ๐—ณ๐—ผ๐—ฟ ๐—ฆ๐˜‚๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€

Updated: Oct 30, 2021

Strands of rope plied together make it stronger. While clients pay for product or service quality, better engagement will reinforce ties.

๐—ช๐—ต๐˜† ๐—ถ๐˜€ ๐—ฒ๐—ป๐—ด๐—ฎ๐—ด๐—ฒ๐—บ๐—ฒ๐—ป๐˜ ๐—ฐ๐—ฟ๐—ถ๐˜๐—ถ๐—ฐ๐—ฎ๐—น?

Since the costs of acquiring a new client exceed the ongoing expenses, the longer a client remains, then the higher the margins.

Client retention can be incredibly powerful in future revenues, especially in SaaS models.

A small issue ignored or unresolved can result in a big problem and a huge loss of time, resources, or the clients themselves.

Also, positive relationships lead to upsell opportunities within clients and through their referrals.

๐—” ๐—ฃ๐—ผ๐˜€๐—ถ๐˜๐—ถ๐˜ƒ๐—ฒ ๐—”๐—ฝ๐—ฝ๐—ฟ๐—ผ๐—ฎ๐—ฐ๐—ต ๐—ฅ๐—ฒ๐—น๐—ถ๐—ฒ๐˜€ ๐—ผ๐—ป ๐—ฉ๐—ฎ๐—น๐˜‚๐—ฒ๐˜€

To make engagement collaborative across teams, apply these values:

Solution Approach* โ€“ Focus on discovering and implementing the best options for the client, the company, and the employees. Discourage assigning blame and punishment.

Balance โ€“ Address the crises quickly, however, also think how to build proactive systems which will help prevent future issues.

Learning โ€“ Spend some time digging into what happened in major situations and determine ways to improve (e.g. product changes or new processes, software, or skills).

๐—ช๐—ฎ๐˜†๐˜€ ๐˜๐—ผ ๐—”๐—ฑ๐—ฑ๐—ฟ๐—ฒ๐˜€๐˜€ ๐—–๐—น๐—ถ๐—ฒ๐—ป๐˜ ๐—ฆ๐˜‚๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€

To gauge satisfaction and uncover potential issues, consider:

ยท Regular Cadence โ€“ Establish times to talk about progress and incorporate questions on satisfaction.

ยท Probing Questions โ€“ Seek to learn more by asking, โ€œWhat is one thing that can be better?โ€ or "What are your plans for next year?"

ยท Different Approaches โ€“ Ask the client to assign number values and then compare them over time to gauge sentiment.

ยท Two Types of Stakeholders โ€“ Contact both direct users and decision-makers since either group can determine your destiny.

How to avoid problems and, if necessary, improve ๐Ÿ”ฅ resolution:

๐—ฆ๐—ฒ๐˜ ๐—˜๐˜…๐—ฝ๐—ฒ๐—ฐ๐˜๐—ฎ๐˜๐—ถ๐—ผ๐—ป๐˜€

Create checklists and processes for onboarding, review with clients.

In onboarding, clarify the deliverables and how to measure success. Explain how they can address and escalate concerns if needed.

Also, set recurring meetings to discuss progress.

๐Ÿ”ฅ If a problem comes up, let the client know what to expect for next steps and when you will get back to them.

๐—–๐—ผ๐—บ๐—บ๐˜‚๐—ป๐—ถ๐—ฐ๐—ฎ๐˜๐—ฒ ๐—–๐—ผ๐—ป๐˜€๐˜๐—ฎ๐—ป๐˜๐—น๐˜†

Many problems emanate from a lack of communication or some misunderstanding. In onboarding, explain how to escalate any issues.

Set quarterly meetings to ask their major challenges and how your company could be helpful.

Pose open-ended questions (e.g. โ€œHow can we help you grow?โ€) and pay attention to tone and body language.

๐Ÿ”ฅ If a problem arises, respond immediately. Acknowledge receipt and their aggravation.

End every conversation with next steps and timing until resolution.

๐—ฆ๐—ผ๐—น๐˜ƒ๐—ฒ ๐—ฃ๐—ฟ๐—ผ๐—ฏ๐—น๐—ฒ๐—บ๐˜€

Adapt a partner mindset and discuss with clients how can you help them continue growing or performing well.

Help them identify future opportunities and risks.

๐˜พ๐™ก๐™ž๐™š๐™ฃ๐™ฉ๐™จ ๐™ง๐™š๐™–๐™ก๐™ก๐™ฎ ๐™–๐™ฅ๐™ฅ๐™ง๐™š๐™˜๐™ž๐™–๐™ฉ๐™š ๐™จ๐™ฅ๐™š๐™˜๐™ž๐™›๐™ž๐™˜ ๐™ฌ๐™–๐™ฎ๐™จ ๐™ฉ๐™ค ๐™จ๐™–๐™ซ๐™š ๐™ข๐™ค๐™ฃ๐™š๐™ฎ, ๐™ž๐™ฃ๐™˜๐™ง๐™š๐™–๐™จ๐™š ๐™š๐™›๐™›๐™ž๐™˜๐™ž๐™š๐™ฃ๐™˜๐™ฎ, ๐™–๐™ฃ๐™™ ๐™œ๐™ง๐™ค๐™ฌ ๐™ง๐™š๐™ซ๐™š๐™ฃ๐™ช๐™š๐™จ.

๐Ÿ”ฅ If you face a challenge, understand whatโ€™s really the issue. Question the deeper impact of the problem to better empathize.

Understand the strands of expectations, communication, and problem-solving to strengthen your bonds productively.


* Solutions Approach post can be found here:

Photo by Shubhendu Mohanty who can be found here:

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