The 4 Rules of Keeping Clients
A common complaint I’ve heard from my clients is their frustration with their own clients, who miss appointments, payments, or who back out of the service they signed up for.
If you are experiencing something similar, I’m sharing some of my best tips. You’ll keep clients committed, and stop wasting your energy on the clients who aren’t the right fit.
Here are “The 4 Rules of Keeping Clients”:
Rule #1: You lead the sales process.
If your clients are not productive and aligned with their stated goals (meaning their actions match their words), it’s likely because you have not set boundaries and guidelines to support their success.
For example, I’ve had clients who were losing business because they didn’t have a streamlined sales process.
From the very beginning, you need to set the foundation for your clients.
This usually means having them sign a contract that outlines your schedule and coaching policies, what your roles and responsibilities are, and setting clear expectations for your work together.
In addition to clear contracts, it’s vital to review the contract with your client, making sure they understand the agreement. This will prevent 90 percent of any challenges you may have with potential or existing clients.
This seems so simple. Yet you would be surprised at how many business owners do not do this. Often, they’re afraid that they may scare people off. To that I say good riddance.
You only want to attract the right kind of clients—people who are committed and driven, ready to do the work.
So, if anyone is scared off by signing a contract and being accountable, they are probably not an ideal client.
Rule #2 You do not have a yes until the client commits with payment.
I have heard of many business owners losing money. Clients backed out, even though the business owner was so sure they had a firm yes.
However, signing a contract and submitting either a deposit or some portion of payment is required to secure a client.
Some clients are resistant to making a payment. If so, you must consider if they are a real yes. They may still have some concerns that you need to address.
Having a client provide their first payment will protect you if they try to back out or change their mind, or if common fears or challenges arise.
Rule #3: Follow up.
If a prospective client needs time to assess finances or consult with others, always set a follow-up call within 24 hours.
Do not leave it up to the client to get back to you at their convenience. Remember, you lead the process.
You don’t want to leave the ball in your client’s court. If they need a few hours or a day to work out some details, schedule a follow up call before you get off the phone with them.
This will ensure closing the loop and addressing anything that comes up with the client. Assuming they are a yes, you have the opportunity to confirm them right away, securing a contract and first payment.
Rule #4: Use the phone.
This is a hard one. In our digital age, most people think communication is texting.
Only 30 percent of communication is text or words. The other 70 percent of communication is tone of voice and language nuance.
So, having a live conversation is crucial to getting your message across and understanding your client’s current needs.
When a challenge arises, with either a potential or existing client, do not try to address it via a email or text. Immediately pick up the phone and give them a call. People may try to back out through email.
Unfortunately, people hiding behind computers has reached epic proportions in our society. It is your responsibility as a business owner to get clarity with your client.
The only way to do that is getting on the phone and having a real conversation. This is the best way to come from service and stand firmly for your client’s goals and desires.
You can solve most challenges you encounter easily and quickly with just a phone call. Personally, I’ve been able to save multiple relationships with clients and partners alike by being willing to take my conversations offline.
Sometimes those conversations aren’t easy and this is where it can be difficult for business owners. This is when I become a broken record concerning the importance of mindset training.
This is the vital exercise of standing in your confidence and value as a business owner. Many people will let partnerships die, and money run through their fingers, because they are scared to have these clarifying conversations.
However, this is a necessary leadership skill for entrepreneurs.
Follow the rules
By implementing even one of these rules, you’ll notice a drastic shift in your ability to acquire and keep clients.
Take for example my client, Sierra, a dog trainer who had inconsistent income and a lot of frustration.
After adding clear contracts, payment methods, and standing in her confidence as an expert, she generated her first $7K month selling $2500 packages.
A lot of business is about being proactive and putting in structures and preventative measures to ensure your success.
Implement these tips and you’ll see more yeses and less flaky interactions.
