12 Ways to Keep Clients for Life

If you are a business owner, you care about growing beyond what you currently are. I call that being a Business Owner. Most of your competition are what we call a Hobbyist Owner. Of course, there’s nothing wrong with being a Hobbyist Owner. Unfortunately they’re just broke. If you’re currently a Hobbyist Ownerand looking to become a Business Owner, or simply looking for a way to improve your overall client roster and income level, the amazing news is that you’re probably ahead of about 95% of your competition.

Regardless of what industry you’re in, business is business. You need paying clients and you need consistent ones. I’m about to share with you how to say goodbye to those one-time clients and say hello to repeat customers. All so you can make more money, have more free time, and help the people you are here to help.

1. Stop thinking in terms of clients and customers and start thinking in terms of relationships.

Yes, you are a business owner, and obviously, you have clients. Clients come and go; however, relationships can last forever. So take interest in your customers’ lives, get to know the ins and outs of their loved ones, hobbies and big moments. Show how much you care and they’ll return the favor by coming back again and again.

2. Gamify the system by developing a healthy referral policy that rewards clients who refer you to others and stay committed to their goals.

The first part is simple: should a current client refer you to a new paying client, give them a thank you in the form of a free session or a $10 gift card to Starbucks. The second part? Treat their goals like a game. If their goal is to hit a certain sales goal or to come in once a week for a month and they do it, give them a similar reward. Gamifying things makes it a whole lot more fun.

3. Don’t sell one-time sessions but rather packages that reward investment.

Instead of charging a fee for a one-time session, structure your rates in a way that makes it cost-effective to buy in bulk. For instance, if you charge $100 per session, offer your patients five sessions (paid in full at the start) for a total of $350 ($70 per session). They get a better deal on your services and you guarantee more income.

Have a stricter client intake policy. Don’t take a clients who isn’t serious about improving their life, business, health, etc. I know, the thought of turning away any potential client is blasphemous, but if you are serious about building a highly lucrative practice, you’ll want to only take on clients who are committed to the work you provide. So don’t just say yes to anyone. And don’t be afraid to make potential clients jump through some hoops to guarantee their commitment.

4. Have a follow-up policy for one-time clients. Invite them back.

You’d be shocked by how many business owners never follow up with one-time clients. That just seems lazy and it’s like lost money. Make a list of every client you’ve ever had and pick up the phone and invite them back for a second session. If they decline, find out why and see where you could have provided better service.

5. Be sure to check in after the work is done.

It’s sad how many business owners forget their clients the moment the job is done. Imagine how delighted they’d be to receive a phone call from their vendor asking how they’re responding to the work you’ve done. It sounds like nothing special, but almost no one else does it. That alone makes it very special.

6. Remember things such as birthdays, anniversaries, graduations, etc.

This goes back to my very first point. But if you’re the one who pays attention in ways others don’t, you’ll stay top of mind and continue to provide some serious WOW.

7. Create a true experience from the moment they walk in the door.

Your client’s journey begins the moment they first meet you. It continues when they first walk in your office door (or if you work virtually, from the moment of their first appointment). Make sure your staff and team are versed in customer service and make clients feel welcomed and important. The more work they do before they sit down at your table, the more they will enjoy the overall experience (and the more likely they are to tell others about you).

8. Create a true experience from the moment they meet you.

Your client’s journey begins the moment they first meet you. It continues when they first walk in your office door (or if you work virtually, from the moment of their first appointment). Make sure your staff and team are versed in customer service and make clients feel welcomed and important. The more work they do before they sit down at your table, the more they’ll enjoy the overall experience (and the more likely they are to tell others).

9. Teach them to see you as someone to come to in good and bad.

Most clients only come to you when something isn’t working in their business or lives. But you know that the best way to flourish is to come in for support when things feel good (to keep it that way) and to come to you when they need a little something extra. Doing that alone can double the number of visits or workload you can expect from a client.

10. Take ownership. Say you are sorry when mistakes happen (and they will).

“I'm sorry.” Many business owners are allergic to those words. They shouldn’t be. This is all about taking responsibility--from a missed appointment, a miscommunication, or just about anything. hen you say you’re sorry, your clients feel heard. Try this one and see what happens.

11. Know their name (you know, without having to look at their case file beforehand).

If I have to say anymore about this, then you have bigger problems 😉.

12. Turn your clients into teachers, advocates, and brand enthusiasts.

The truth is that your clients can sell you better than you ever will. Happy clients become happy spokespeople. So be sure to educate them about the benefit of the work you do so they have the right mindset of what to expect and, furthermore, have the right tools to share what they’ve learned with the rest of the world.