Category Archives: Client Retention

Ideas on how to retain your clients to increase referrals and close the “back door” of your business.

Client Appreciation Helps Client Retention

Karen-300x225by Karen Roane, New Destiny Marketing, LLC

I just reread a favorite book entitled “365 Thank You’s – The Year a Simple Act of Daily Gratitude Changed My Life” by John Kralik. I try to read it once a year. Jeffrey Zaslow, coauthor of “The Last Lecture” calls it “Profoundly honest and uplifting,” and I wholeheartedly agree.

Join me in taking a moment each day to appreciate the clients who pay us on time, appreciate our work, continue to work with us and refer us to others. This practice is bound to uplift our spirits, and it is sound business advice since it costs less money to keep a client than to find a new one. Please email me with your best story about how you show appreciation.

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Learning About Client Retention In A Mega Church

Karen-300x225by Karen Roane, New Destiny Marketing, LLC

Most of us know that it can cost up to 5 times as much to obtain a new client as it does to retain a client. Interestingly, I learned huge lessons about retaining relationships (i.e. clients) while I worked on staff at a church. Here is a small part of the story.

A strong mega church excelled at bringing in large numbers of visitors through its appealing message and amenities. This same church lost many who simply fell through the cracks despite a caring but over stretched staff. Recognizing that this was a problem the church created a position to help close the back door. Enter me.

So how did this church begin to stem the tide? I attribute it to many small acts of kindness that expressed true commitment and caring. Phone calls were made to thank people for coming, people were introduced who might benefit from knowing each other, people were asked to volunteer personally, many people shared meals and worked together on projects that benefited others, and birthdays and significant events were recognized.

It is important to remember what I first stated – that the church was already a strong church (like I hope your business is already a strong business), and everyone was stretched. But a decision was made that building relationships had to be a priority because no one likes to watch people walk out the back door.

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Building Long-Term Business Relationships

Long-term business relationships tend to build gradually. We meet someone who has seemingly common interests and goals and over time trust can be established. Questions like “if I recommend this person’s business how will it reflect back on me?”, “will they treat the lead I just gave them well?”, “will they help me build my business and reputation also?” will only be answered as we make opportunities to interact together.

As an example, the relationships I continue to establish with colleagues throughout the years have seen me through both hard and amazingly great times. When I announce a new class that I need help filling or the need to brainstorm on how to overcome a business challenge there are people already in place in my life that I know I can count on. Since building solid relationships takes time they are best made through intentional efforts to stay in touch, reaching out to see how you can help others and being a resource for those around you. I am blessed to be surrounded by a group of like-minded business professionals who care both about me and my business, and I continue to be thankful every day for the wonderful people in my life.

Customer Loyalty In Everyday Life

I was excited to hold my first Community Service Class this week – “Marketing 101 – A Crash Course”.  The meeting was hosted by Amy Mangione who is the owner of Fratellos Cafe’ and Catering. I loved the free flow of ideas as we talked about different aspects of writing a Strategic Marketing Plan for your business (writing a step-by-step plan on how to get your business where it needs to go utilizing different marketing techniques).

I was fortunate to have many brushes with fantastic customer service this week. My first was over the weekend at Denny’s where I eat often. When I come in most of the staff greets me personally. I was pleasantly surprised when the assistant manager took a percentage off of my meal ticket because she wanted to thank me for being a regular. Another morning I met a colleague for breakfast at Dunkin’ Donuts and discovered that if you purchase something to eat along with a coffee drink you get free refills. Since I am a recovering Starbucksaholic, I was happily surprised that my Iced Mocha was refilled for free. I ended the week at Fratellos for my class. Amy is a wonderfully giving person and treated all of us to free coffee and tea. This was unexpected and generous since she was already providing the meeting space at no charge. These encounters reminded me how much great customer service can add to the value of an experience and cause long term brand loyalty.