Are your clients stepping out on you?
They’ve used your services. And they come back for more (maybe). But then they go to other people – what the hell?? How do you find out?
- They slip up and tell you.
- They don’t slip up…they tell you on purpose.
- You hear through the grapevine (colleagues, online communities, etc.)
- You see new products or services in your clients’ repertoire (aka arsenal, business bag o’ goodies, etc)…and you didn’t create them!
- You get hired to clean up the mess made by the person/company who your client cheated with.
No matter how you find out, you want to contact your client. This isn’t something you want to sweep under the rug. Ignoring the fact that a client is cheating is basically insuring that the client will find someone else who meets the client’s needs. It’s confrontation time.
Whether via email or phone – tone is important. Too whiny or exasperated and you come off sounding bad. Too casual and you sound like you don’t care. And please, no “I told you so” when fixing a botched project by the “other person.”
Nope…it’s time to get down to some serious Q&A.
Why did your client use someone else? Was it a time issue? Was it your rate? Was it your skill level?
What can you do to get the bulk of your client’s business (if not all)? Can you partner up with someone who has the skill set to meet the job? Can you outsource some of the less important work at a lesser rate in order to pass the savings along to your client?
What other specific jobs/projects does your client expect to pursue in the near future? Can you provide those services? Or contract thos services out? Or partner up with another person/company?
You can’t be all things to all people.
You already know that it’s FAR EASIER to keep a current client than find a new one.
If you find out about future plans, you may be able to make suggestions to your client. You can plan ahead to learn new skills or create a new joint venture. You can find someone to subcontract the “little stuff” to.
In a nutshell, if you find out WHY your client stepped out, then you might find some aspects of your business that is lacking…and you can fix it! Keeping your client coming back to you!
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