To retain your clients, put in the same effort you did to recruit them through needs assessments, follow-ups and more.
There’s no secret formula to a solid retention strategy, every client’s needs and expectations will vary, but one of the most important things you can do is stay in touch.
If your staff is big enough, you may even want to give each business a dedicated account manager that is their point of contact for all things business directory related.
Stay connected by scheduling follow-up appointments or simply send an email to check in with them from time to time. It’s important to stay client-focused. For example, if they want a monthly call, pick up the phone! But if they’d rather you only check in quarterly or bi-yearly, then respect their wishes and contact them accordingly.
These follow ups are a perfect time to talk about the products they currently have and how they’re working for them. BLOX Business Directory includes analytical reports that you can automatically send each month to your advertisers. These reports show a summary of results, daily insights and performance highlights. When it comes to progress and success, stay open and honest with your clients. If something isn’t working, tell them and work with them to come up with a solution.
It’s also in these conversations that upsells and package upgrades can happen. Keep the conversation open-ended in order to effectively identify opportunities. Ask questions about what’s new—are there new business developments, upcoming events or big sales they want to promote? There’s sure to be an upsell or package upgrade to meet these new needs!