Quote:
Originally Posted by feel wrath
I mean, this subject is worthy of a book, not a quick post
1. it's definitely worth finding the appropriate time and way to ask the client why they're leaving. this may be a month after it's happened when it's less raw - people often don't like giving negative feedback/the real reason initially
pitch it as 'I really care about my business and want to improve and I'm really interested in your feedback' or sth. would you recommend me to a friend? what can i do better?
what would you have wanted more of? and then listen and keep asking....it's usually the last reason they give that's the real reason.
2. at the end tell them how much you appreciated working with them, enjoyed it, valued their time would love to do it again in the future. would it be ok to get back in touch in a few months etc etc.
internalise and learn from it or work through if it was your fault or not.
potentially find a way to float this feedback with existing clients, see if they feel the same. adjust your approach if appropriate.
people move on from service providers all the time. it's part of any business. your role is to maximise the length of those relationships so that you minimise the amount of new business you have to do. the way to do that best is to listen to your clients, learn from it and adapt.
sometimes there's nothing to learn and it's their problem or it's out of your control. in which case it'll be far easier to brush it off. most of the time where they've moved on for a reason that was in your control, it's your responsibility to find out what that reason was and to learn from it.
This is exactly what I was looking for! Gold. ty ty Feelie. I guess there’s no much you can about the psychological blow. Feels like a breakup every time and that adds up quickly though. meh
You saved me the time from having to re-read how to win friends and influence people or listen to Gary V which is good.
I haven’t been doing the above religiously, but as a qualifier I find out that I’ve lost a client by them not responding over a few week span half of the time- so a follow up may be difficult in those cases.
Maybe I need to get more testimonials to showcase experience. Referrals are hit or miss since despite the 50,000,000 people etc industry very few are looking for serious coaching, especially online. Also meh.