“Wait, don’t go!” are the words ushered out after a client decides to leave with no sudden notice. This oddly occurs with customers that nothing appeared wrong with, or at least that’s what was thought.
Some signs to identify a fleeting customer are through vigilance of their silence as well as acquisitions and turnovers that are occurring. Silence seems like a good thing, like there are no problems, but that’s usually a telltale sign that something is amiss. Acquisition by another company or turnover via client migration could be in the midst.
There are solutions to avoiding the breakup. Noticing things like a decrease in retainer hours are a telltale signs of a possible dissolution.
With the problem identified, you may be asking, “what can be done about it?” To answer that question, a few things can be done. Listening, setting goals, offering clear value, reaching out, and finally, thinking like the customer. These are the important steps that need to be taken to not lose the customer.
Meet Justin Gray
Justin is a serial entrepreneur and the CEO and founder of LeadMD, the world’s largest revenue operations agency having implemented over half of the Marketo user base. Justin has made a career of launching successful companies and scaling them, with successful exits of over 200MM+ in the last decade. Justin’s latest endeavor launched in 2016 when he co-founded Six Bricks an online learning startup designed to combat employee and customer churn through experience-based education. Over the past 10 years, Justin has emerged as a strong voice for entrepreneurship, marketing and culture. As a recognized speaker, Justin has been published over 350 times in industry publications and holds his own column, Tribal Knowledge in Inc., while writing for Entrepreneur, Tech Crunch and others. Justin and his wife Jennifer met over marketing and three years later welcomed their son, Grayson, into the world in April of 2017.