Tues 6 Feb 2024 2.00pm UK time

Long-term client retention can be tough.

So, how can you make sure clients ‘stick’ around? And how can you make the most of your existing relationship with them?

This is the question Emily Brown, head of client services at Receptional, is asking.

“Our client services team here is relatively new, and we’re trying to transition to looking at growth opportunities with existing clients, and working out what’s important to them,” she explains. “What gives them that added value? What is their reason to stay?”

But it’s not as easy as finding a one-size-fits-all approach; every client is different.

In this month’s client services mastermind, we’re calling on the Agency Hackers hive mind to help Emily with her client conundrum.

  • How can they change the whole agency’s mindsets on thinking outside just delivering work for the client?
  • How can they leverage their industry knowledge differently for clients?
  • How can they implement these changes into their account management process?

“What we’re also trying to get better at is understanding the reasons why clients leave as well,” Emily explains. “Outside of that top-line information, we look to conduct an ‘exit interview process’ with them to get more detail, ask them what they valued in our relationship, and ask for advice on what we can improve going forward.”

“Losing a client is about learning and thinking about what we can do differently. We can take things that have been challenging and turn them into opportunities moving forward as well.”

So, what can you share on this topic? What has worked for you? What hasn’t worked so well? We want to hear the good, the bad, and the ugly…