Recommendations to keep pace with a client's requirements?

SenseiSteve

HD Moderator
Staff member
CLIENT’S NEEDS AND REQUIREMENTS RARELY REMAIN STATIC

The first thing you need to realize as a service provider is that your client’s needs and requirements don’t always remain static. In today’s world of technological advances, dynamic is the word of the day.

The services they first purchased may have met their hosting requirements at the time, but they either outgrew those, need to scale back because of budget cuts or any of a number of other reasons.

WHAT DID YOU DO WRONG?

This doesn’t mean that you’ve done anything wrong. You just haven’t done everything right, meaning you didn’t maintain communications with your clients to keep pace with their requirements.

That also doesn’t mean if they terminate their services with you that they’ll never come back. Sometimes, they realize that the grass isn’t really greener elsewhere.

Clients most likely price shopped when they found you, so it would be unrealistic to think that they wouldn’t continue to price shop, even if you believe they’re completely happy with your services.
 

Internxt

New member
Those are nice general guidelines, however what is your personal experience about retaining customer, what do you think which quality helped most to keep customers with you for longer time.
 

SenseiSteve

HD Moderator
Staff member
Those are nice general guidelines, however what is your personal experience about retaining customer, what do you think which quality helped most to keep customers with you for longer time.
First, complacency is a killer. Don't think your clients are all happy if they never enter any support tickets. Don't wait until you get that dreaded "terminate my account" message. I routinely call certain clients just to touch base with them. I've had some clients since 1995 and some that left and came back. Sure, that can be time consuming, but it reduces customer churn. Email marketing works great if the message is relevant and compelling.
 
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