Own Your Business Retention through Lasting Impressions
from Ken Lundin
Customer
Retention is often best built by leaving a great last impression. Every last impression leaves an imprint on
the history you have with a client from the first impression you made forward. Leave a trail of lasting impressions which build
on each interaction you have with a customer or client. Are you the person who delivers the value
that your company promised? Here are
some tips to get you going on your retention journey:
1. Do you really know your
client’s expectations and quantitative measures they will use to show
achievement? This is the foundation for
all future interaction with your client.
2. Each and every meeting you
have with your client you need to leave tangible value behind (the last
impression). Did you solve a problem?
Did you give a new idea? Did you offer a
new perspective for what was important to your client?
3. Did you provide information,
options, and potential alternatives which build your competence, engagement,
and expertise in the eyes of your client.
Possibilities often can create optimism when immediate solutions are
lacking.
4. Improve your listening when
meeting with clients. Listening conveys
thoughtfulness, empathy, and understanding which most clients’ value.