Next time, I’ll explain why loyal customers are a more reliable investment and why our service focuses on working with long-term partners rather than constantly searching for new clients. But before you become one of those partners, we’d like to share some tips on client retention that we use ourselves.
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Transparency of Terms and Pricing: Always prioritize clarity regarding the terms and cost of your services. Don’t make the client drag this information out of you. Provide it immediately. You’ve probably seen comments under products/services like, "Why can’t you just list the price?" - such a commentator is already a lost client. Price is an important question, and time is a valuable resource. The less time you spend on ineffective communication with the client, the more likely they are to return. You might think you can retain a client who doesn’t see the price right away through dialogue, but most often, such clients don’t even get to the dialogue stage unless you are a monopolist.
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Highlighting Benefits in Initial Messages: In your first communications, tell the client what they will gain from working with you. If the client has already stated what they want, provide examples of similar work you’ve done or share ideas on how you would tackle their specific task. This begins the visualization process in the client’s mind, and they will start building a picture of what they want, which you can then deliver.
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Confidence in Yourself: Often, I encounter contractors who say, "I don’t even know how much this could cost, I was hoping for 20 leva," when I was planning to spend 40. This isn’t about inflating your prices but about understanding the market and being confident in the quality of your work. If you ask too little for your services, you’ll end up struggling financially despite the effort you put in. Be objective and value yourself appropriately. You are a specialist and a professional, or you aspire to become one, and this is worth a reasonable fee.
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Don’t Fear Clients: They are just people like you. You have a barter relationship: you provide a good service, they pay you money. If you are afraid, it shows. You don’t want to end up like the Turkish market vendor who paid someone to buy from him, right? Let’s skip the part where the buyer was Rosa from Odessa.
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Remain Human at All Levels: Always stay polite and patient, regardless of the situation. Clients aren’t your parents or close friends; they are clients (even if they are your parents or friends). Many people don’t know how to communicate effectively, and many clients are shy about seeking services and fear contractors. If a conflict arises, try to resolve it while maintaining your reputation and good name.
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Show Initiative in Your Work: Properly presented initiative can pleasantly surprise the client. Can you do a bit more without harming yourself? Do it. People love pleasant surprises!
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Remember, No One is Irreplaceable: But the client chose to work with you, meaning they picked you as their partner for something very important to them.