Letters To RainToday: Stephanie Craft : Client Loyalty

Article Title: Client Loyalty 
Author of Article: Stephanie Craft 

My Thoughts: Stephanie, excellent overview. I think too many people are just like the boss you talked about. Professionals think their clients will complain if they are not satisfied. A few will but most won't. In fact many studies have shown that even having satisfied clients can put your practice in jeopardy. Satisfied clients will only stay with you until they find something better. Our goal should be to create Loyal customers...they've stopped looking for something better. If most professionals are honest with themselves  they will find that most of their clients are satisfied not loyal. And as you point out Stephanie  it takes a lot more money to get a new client to keep a current client. To build a solid growing business you should concentrate on making clients loyal not satisfied.

My Name: Mike Kaselnak
My Title & Firm Name: CEO, Hoard Client Systems, Inc.