Everyone who works in MSP marketing knows customer acquisition is expensive. Once you have acquired clients, the battle to keep them— and make the most of your investment— begins. Lose a significant number of clients and you will have excessive sunk costs that could potentially doom your business. Let’s take a look at the top indications you are on the verge of losing a client.
References to the Agreement
If the client starts quoting the agreement, it is an indication he or she is considering pulling the plug and hiring a new service provider. Delve deeper into the crux of the issue rather than attempt to debate the “bird seed” of the contract. Analyze client concerns and take action.
Customer complaints are not always a bad thing as they provide insight into how the business is operating. If you notice any common themes in complaints, it is an indication your team needs to make specific improvements. Even a minor complaint is a red flag that your group needs to make some changes, or the flow of business will diminish in due time.
The Client Compares Your Group to Others
If the client starts comparing your services to those of the competition, it is a clear sign you need to step your game up. It is not enough to create a convincing MSP marketing campaign. If clients feel as though you are not delivering services as promised, they will begin considering the merits of the competition. Respond to the client’s concerns, prove your worth and you won’t be subjected to continuous comparisons against the competition.
You are No Longer Investing in the Client
If you stop investing in the client, you run the risk of losing the account. Continue to show the client you are thankful for the work, strive to improve your services and always ask for feedback. The moral of the story is a client who feels coveted is that much more likely to stay.
The Lack of a Response
A customer who refuses to respond is a major problem. The lack of communication is a sign the client is angry or disappointed. If you cannot contact the client by way of phone or email, consider making a trip to his or her workplace for an in-person meeting. Hopefully, you will reach your client and resolve the issue before he or she jumps ship.
Make the Most of Your Client Investment
Do not let your client recruitment investment go to waste by letting those you have already worked so hard to bring into the fold simply walk away. Make the most of your limited MSP marketing dollar by going all out to retain your current roster of clients. If you notice any of the signs detailed above indicating a potential breakup is on the horizon, take immediate action. Tend to each client’s unique concerns and they will be inclined to retain your services across the long haul.