Client retention is about building that relationship, providing information, and helping your partners out in any way you can.
Brief summary of show:
In this episode, Hemant Varshney joins me to discuss client retention; what it is, why it’s important, and tips to help you create an environment that fosters a growing client relationship.
For over 14 years, Hemant has played a pivotal role in all aspects of digital marketing. Starting out as a media manager, he continued on to become a consultant, Head of Growth, and executive at a hyper-growth agency, managing a team of 30+. Outside of work, Hemant loves to travel and has been to more than 45 countries (and counting).
Hemant gives listeners actionable tips on:
• [2:00] Why client retention is important
• [4:30] The different categories for retention
• [6:45] Being open and available to receiving feedback
• [8:40] The client retention processes Hemant has in place
• [12:30] Signs a client isn’t a good fit
• [15:30] Prioritizing client and team communication
• [19:20] Getting to know clients on a personal level
• [22:15] Building out your client experience
• [24:25] Creating systems for feedback
• [26:15] Hemant’s book recommendation
• [30:05] One key takeaway to implement right away
Hemant Varshney's Book
From the publisher:
From Ray Dalio, the legendary investor and #1 New York Times bestselling author of Principles—whose books have sold more than five million copies worldwide—comes a guided reflection journal that empowers readers everywhere to develop their own principles for success in work and life.
“Principles are fundamental truths that serve as the foundations for behavior that gets you what you want out of life.” —Ray Dalio
In his #1 New York Times bestseller Principles, legendary investor Ray Dalio introduced millions of readers around the world to the unconventional approach he developed as the founder and builder of Bridgewater Associates, the largest and most successful hedge fund in the world. Dalio attributes his unique success to his process of recording, refining, and acting on a set of well-defined principles, which are effectively decision-rules for getting what you want out of life and work. His goal in publishing the book was to show readers the value of principle-based thinking so that they could develop their own principles, aligned with their own values, for getting whatever they wanted out of life.
With this new journal, Dalio takes his goal one step further to help readers reflect on and record their own principles. He does that by providing a series of guided exercises and questions for reflecting on what you’re like, what you value, and what principles will best help you achieve your goals. These exercises draw from key concepts in the original Principles book, including:
1. How to identify your strengths, weaknesses, motivations, and preferences
2. How to use the “five-step process” to achieve your goals
3. How to become both “assertive and open-minded at the same time”
4. How to maximize your learning from your mistakes (which are inevitable)
All of these exercises can optionally be enhanced using the free Principles in Action iOS and Android app (currently available in the United States, UK, Germany, Spain, and India with more countries to come), which provides an even more interactive, multimedia experience, and they are followed by a number of blank journal pages containing thought-provoking and unconventional prompts from Principles aimed at helping you formulate your own principles. The experience concludes with a structured reflection on where you and your loved ones are along life’s journey, leaving you with a highly personalized, practical playbook for achieving success in the years ahead.