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5 Signs That Your Client Is Leaving Your Small Business


Depending on the nature of your business and the client's importance, losing even one customer could be disastrous. In addition, if the client has been working with you for a long time or is one of a select few, you are more likely to take it personally.

Customer retention relies heavily on effective communication, and you may be misinterpreting these hints. While it would be ideal to have a warning if a customer decides to stop working with your company, this is not always the case.

So, how can you predict a client's potential departure? To assist you in keeping your customers, our internet marketing experts in Miami have compiled a list of five red flags to watch out for.

1. Unexpected Changes in Client Team Structure

organizational structure

Your primary client contact, with whom you have developed an excellent rapport and working relationship, decides to move on. Suddenly, you must interact with a new person eager to make a favorable impression on their new employers and leave their mark on their new territory.

A new contact person always has ambitious plans, and it is possible you will not be included—especially if they are eager to recruit contacts from previous employment.

If this happens to you, you're in a dangerous situation. If they can persuade the higher-ups that a "fresh start" is what is needed, you're in deep trouble.

What You Should Do:

Situations like this are common, and they are also very frustrating. You're about to lose a client for no apparent reason.  

It's political; the client has hired a new contact person, and they will be given a lot of weight in the client's eyes, regardless of how this affects you. Your task now is to try to persuade them to change their minds.

You can take the initiative and take action by following these steps:

  1. Put together a summary of the company's recent successes and current standing.
  1. Distribute it to your client's upper management, particularly decision makers and financiers, to openly discuss your company's achievements.
  1. Make every effort to dispel the notion that your competition is better suited to provide the services that your company can.

2. Multiple Concerns Are Being Raised

Customers who are always wanting answers to their questions can be a real pain. Even though the client has chosen to work with your company, it seems as though they have significant reservations about your capabilities and are continually critical of your work.

How likely will they continue to work with you if they do not trust you?

What You Should Do:

You may feel as if you're banging your head against a brick wall, but that doesn't mean the client intends to go elsewhere. In fact, they may have reservations about entrusting an outsider with managing their company.

If you have the opportunity to speak with them in person, you should take advantage of it. Develop the impression that you are a trustworthy source of information and that your company's services align with their needs. Make it abundantly clear to your clients that doing business with you will unquestionably advance their company's goals.

3. Invoices Are Unpaid

unpaid invoices folder

It's easy to become complacent with a client who does regular business or pays a monthly retainer, especially when the invoices suddenly go unpaid. This is especially true when clients pay their retainer on time each month. Unpaid invoices are a source of concern for any business owner because they can have a negative impact on the ability to pay other bills.

Does it necessarily follow that a client who has been doing business with you for a long time will no longer pay if they stop?

What You Should Do:

Sending a friendly follow-up reminder is preferable to taking the criticism personally. There are numerous reasons why clients may have delayed or unpaid invoices, including:

  • The invoice was either misplaced or never obtained.
  • Your client is changing banks or payment providers.
  • The accounts payable department has new leadership.

There are numerous acceptable reasons why an invoice was not paid on time. Maintain a professional demeanor while you figure out what went wrong and take appropriate action.

4. Threat of Rivalry from Related Businesses

One of your client's connections in the business world has told them great things about another agency. In your client's eyes, this agency is now right up there with sliced bread as one of the best things ever made.  

They look them up online and talk to them casually, and then suddenly, you are in a re-pitch against them.

What You Should Do:

Though it may seem like a loss of faith and the relationship with an existing client, being asked to re-pitch for them can actually be a good thing. It causes you to rethink your approach to caring for them. This means they are considered "new" customers once more.

Don't limit your thinking because you have an insider's look at the competition's finances and operations because they won't.

Basically, nothing can hold you back now. Having faith in your past accomplishments and the progress you've made is essential. Prove that you have a unique understanding of their company. Keep in mind that your rival has much more limited knowledge of them.

5. Not a Single Response Has Been Made

empty email inbox

You have finished all the deliverables and sent them to the client so they can review them and provide feedback. Maybe you recently emailed the recipient a revised proposal or invoice, but you have not yet received a response from them.

If customers ignore your messages, they may be debating whether or not to do business with you. There could be two reasons for this: either they are unsure of the value you place on your products or the quality of your services.

What You Should Do:

Your customers might be feeling overloaded. Even though it's simple to make an assumption, the most effective way to put an end to this issue is to follow up with them. Regular communication will not only strengthen the relationship, but also let you know when the other person is too busy to respond to your questions or comments.

Invest in Keeping Your Clients Around

Even if the customer decides to go somewhere else in the end, you can be proud that you gave it your all and did everything you could.

Finally, never put yourself in a position where you must end relationships. When the handover occurs, try to be very helpful and maintain a high level of competence at all times.

While customer churn is unavoidable in any business, it is also common for lapsed customers to return at a later date.

However, if you need assistance keeping your clients, why not seek the assistance of the best internet marketing experts in Miami?

Not only can Digital Resource assist you with reputation management, but we can also assist you with branding and digital marketing services. You can be confident that by collaborating with us, you will be able to retain your clients.

Contact us today for a free consultation.

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