Six steps to effective client retention

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Now is a great time to attract new clients, but if you don't look after your existing ones, your practice will never grow, advises Rosie Beasley.

Clients are much less loyal during a downturn and are constantly looking for the best deal, so small firms can no longer rely on client loyalty in the same way that they used to. Satisfying the needs of clients isn’t just about being polite to them or returning their calls promptly; it’s about going the extra mile and exceeding their expectations in order to remain competitive.

On the flip side, now is a great time to attract new business, as clients are more willing to try new companies and services than ever before. Increasing your client base is important in order for a business to grow, but it will only grow if the clients...

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