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MYTH # 5 — ONCE YOU’VE RETAINED THE CLIENT, BUSINESS GENERATION CEASES.
NOTHING could be further from the truth. When I survey business’s clients, two of the top complaints I receive are lack of communication and feeling “out of the loop” in important decisions. When was the last time you asked an important client about his or her present needs? Most likely they’ve changed since your last conversation.
CLIENT needs are a moving target. The time you spend listening to those needs — and attending to complaints — could be the difference between keeping a client and losing them to another, more attentive firm.
MORE AND MORE, firms are recognizing the importance and value of getting feedback from their clients. We recommend to our clients that they even get feedback from business executives who have not selected them. Used properly, this valuable information can help a firm refine and proactively improve its client service.