It doesn't matter how good you are or how hard you've worked; you're going to lose some clients. So what happens when you do lose those clients? How do you react? What do you do?
These are questions that need answers and we will be discussing those answers on episode 39 of Think Digital Podcast.
Here’s the truth, the length of time you’ve been working with a client doesn’t really matter, it doesn’t matter if they’ve been your clients for years, there’s a distinct possibility that they’ll leave and you know what, it’s okay.
I want you to understand that it’s not you, it’s their decision and they have a reason for making such a decision.
I’m going to go right ahead and tell you 3 things to do when your client leaves.
3 Things You Should Do When Your Client Leaves
The reality is that you're going to win very few clients back by begging if any at all. And if by any piece of luck some of them come back, the whole thing will probably be screwed up; it'll be unhealthy and not good for you.
Step 1: Do an exit interview (3:23)
You have to try and find out why your client is leaving. Do your best to learn as much as you possibly can. You have to understand that most of your client will not outrightly tell you what went wrong.
Which is why you should send a survey. You can do this with
- A follow-up email
- A phone call
The phone call allows you to pick up the nonverbals; you can pick up on what they are saying and how they are saying it. This will give you a general idea of what went wrong.
Also, you need to understand that the survey will work better when you’re detached from it.
Well, your clients might refrain from telling you the whole truth not to hurt your feelings
Step 2: Don’t take it personally (8:59)
You need to understand that the majority of the clients you’re going to work with have fears, anxiety, frustration, goals, and dreams that oftentimes go far beyond what we might be able to deliver.
So, there's no reason for you to take it personally, except of course if you've managed to mess up the clients work; then you should take it personally.
There was something that I picked out from this episode
Only work and only do pay traffic with businesses that see it as a way and not the way
Replace the paid traffic with what you do and the picture will become clear.
Step 3: Thank your client (14:10)
If your client leaves, thank your client as much as you possibly can and mean it.
Think about it this way and forget about the fact that the client is leaving. The client has helped you to make payroll; they've kept your lights on, they've fed your family and your teams family, that's reason enough to be grateful.
You can thank them by:
- Writing a thank you note
- Sending them a gift