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Retaining Clients & Winning Back Their Trust

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Everyone makes mistakes (we're only human), but it's how we deal with them that can make the difference between losing a client and winning back their trust.

Published in: Marketing
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Retaining Clients & Winning Back Their Trust

  1. 1. 773,618decisions made in a lifetime
  2. 2. 118mistakes annually
  3. 3. what’s the average client lifecycle in an agency?
  4. 4. why do clients leave?
  5. 5. common reasons clients leave mis-sold
  6. 6. mis-sold understanding of their business common reasons clients leave
  7. 7. mis-sold no action understanding of their business common reasons clients leave
  8. 8. mis-sold ranking drops no action understanding of their business common reasons clients leave
  9. 9. mis-sold ranking drops no action understanding of their business misaligned expectations common reasons clients leave
  10. 10. poor results mis-sold ranking drops no action understanding of their business misaligned expectations common reasons clients leave
  11. 11. poor results mis-sold ranking drops no action understanding of their business no support misaligned expectations common reasons clients leave
  12. 12. communication poor results mis-sold ranking drops no action understanding of their business no support misaligned expectations common reasons clients leave
  13. 13. so how can we retain clients better?
  14. 14. set clear targets
  15. 15. plan
  16. 16. business understanding
  17. 17. .freebie alert. onboarding questionnaire template
  18. 18. get to know them
  19. 19. be honest
  20. 20. support them
  21. 21. .ditch email. pick up the phone
  22. 22. education
  23. 23. communicate
  24. 24. .read dom’s article. it’s awesome
  25. 25. quickfire round
  26. 26. how long have they been a client?
  27. 27. what’s the monthly retainer?
  28. 28. have you spoken to them this month?
  29. 29. have you spoken to them this week?
  30. 30. .ditch email. pick up the phone
  31. 31. let’s recap
  32. 32. thank you @lauralouise90

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