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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