While the union between the Scottish and English crown, back in 1707, was consensual, the desire for independence among the Scottish is not new. In recent years the Scottish parliament was created in the hope the move would siphon off any residual yearning for full autonomy.
In 2014, as the Yes campaign gained on Better Together, the British government tried to shore up Scotland’s secession from the Union by promising a further devolution of powers in the event that a majority of Scots vote No.
So what has this to do with client retention, you may be wondering.
The dynamics we see happening around the referendum, from the causes, the actions and the reactions, are the same we see when clients in our portfolio decide to let us know they are not happy with the services, or the attention they get from us, and they let us know.
Scotland is a client voicing its discontent. The British government is the service scrambling to get back on pole position.
In many cases, clients leave in silence. They do not voice their disappointment, nor do they touch base with us to let us know what they expect from us. When clients let you know they are not happy, or they miss something, you ought to listen.
A client who takes the time to let you know they want more is a client giving you a chance to level up your service. Is a client saying, between lines “You are good at what you do. Why ain’t I getting more of the good?”
Most companies rendering services take their existing clients for granted. They put more effort on attracting new clients, instead of giving attention and superb service to those that have already given them a vote of confidence.
Scotland’s referendum is nurturing the longing for greater autonomy in other parts of England, not only among the citizens of Wales and Ireland, but in other cities that feel themselves poorly represented in the British parliament.
The same happens when a client leaves us because they did not get what they expected. Stats show that clients voice their discontent, not to us, but to whoever wants to hear them. The lousy referrals spread like fire, and you risk losing business and potential clients just because your strategies aren’t aiming at retaining your present clients.
Don’t be like the British government, and react only when damage is done. Remember, very few clients are like Scotland and voice their disappointment.