Turn Picky, Fickle Customers into Loyal Clients

Why don't clients or prospects return my call or email? Why are clients or prospects so timid about making a commitment? Why do clients or prospects drag their feet in getting me what I need, but they want it yesterday when demanding what they need? Why do clients or prospects show so little patience or loyalty when there is slightest human error?

Welcome to the world of the new normal client. Clients today are picky

. They're more cautious in their choices (and they have many more choices) and interested only in getting obvious value for their money. They are well-informed about choices, smarter in choice-making, and selective in whom they elect to join. Blame it on a long and scary recession, but it is a fact.

They are fickle. They're much quicker to leave if unhappy. They not only show a lower tolerance for error, but they will exit just on account of plain old indifferent service. The hype of a brand name means little in deterring the disappointed client's exit. And their expectations for their encounters with you are up 33% over this time last year. The old "tired and true" is no longer the "tried and true."

Clients today are vocal. They're more apt to rapidly (and loudly) register concerns with their higher standards for value and their expectation of getting a tailored response. They assertively tell others their views of service; they also listen to fellow clients' reviews and make choices without even giving the organization a chance. Three-fourths of clients make a decision not to do business with you based solely on "work of mouse" from other clients.