Six steps to effective client retention

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.

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