When most people think about client retention they think 'Service'. The thought is that if you service your clients so well they will always stay with you.
There is more to a client relationship than just providing quality service. Economic situations change, businesses make transitions and leadership inside the business comes and goes.
Retaining clients is all about finding a way to make it work with the people you have a relationship with. As much as it hurts sometimes it is best to
- Adjust a service agreement to fit the new economic reality of your client
- Eliminate a certain type of service you may be providing in order to keep providing other services
- Give your client several options to continue with your services
There may be times when no matter what you do there are not options and you must let go of the client. However, if the relationship is strong there is always a way to work it out with your clients - your job is to build the strong relationship and find a way to work it out.