The Delicate Art of Retaining Clients

“Getting to the top is tough but staying at the top is tougher.”

This adage rings true every single time we bag a new customer. The euphoria of landing a new high profile customer is sobered by the reminder that our old clients who initially put their trust in us are the ones who must never be overlooked or made to feel undervalued. And that is the secret of retaining clients—making every client feel special. Old is Gold is truth and in technology, if someone has booked you before, it means he bought technology sense much before others did.

Yet, this is easier said than done. Bohra Developers' 20-year-old journey as web consultants has brought with it a myriad of experiences and lessons. One of which being that no matter how thrilling it may be to extend your client list and add big wigs to it, it is less expensive and are more value addition to retain existing customers. It is these loyal clients who are, after all, your brand ambassadors and who will endorse you in their social and professional circles. Bohra Developers has more than 150 loyal customers who dwell their future decisions with consulting the admins in BD. Count of customers now exceeds a total of 1500 with many from international partners as white labels.

Here are 5 things BD has learned in creating their very own formula of customer retention:

1.  Know the business: From hospitals to provincial governments, from fashion brands to importers —BD has a plethora of clients who have helped us increase our knowledge of their interesting businesses and services. Because the truth of the matter is, if we don’t know their business inside out if we don’t speak their lingo, we cannot market them. Thus the first rule of thumb is to do your homework about your client’s enterprise. Dr. Mohammad Jawad, a renowned Oscar Winner Surgeon said about our project manager that he cannot only use the knife to do the lipo else he knows every inside out of the liposuction industry. So, the cost is learning the business and then providing social media marketing and digital penetration.

2.  Communicate at all times: At BD we provide a monthly calendar to all our clients in advance and also furnish them with a report of the last month’s activities and views. As web consultants, BD always has new promotions and updates that need to be shared with customers that they might find relevant. If we haven’t heard from particular customers in a while, we try to reach out to them which helps them keep us alive in their minds. Personalized whats app groups with all customers are created with coordinators pinging new info and constant updates. This keeps customers updated all the time.

3.  Use Social Media smartly: Today, e-businesses is steered by the right social media marketing and we at BD have a team of social media gurus who help maintain customer contact, engage customers, build trust by showing the personal side of your business and pay heed to your customers’ opinions and inclinations. BD helps create these social media handles for their customers’ brands and services to help them resolve product issues and address customer complaints. Digital marketing has taken over budgets of conventional markets and now its upto the brands to use that budget wisely.

4.  Make customers feel special: Customers are humans and all humans value respect, friendliness, and familiarity as much as they value your services. BD endeavors to carve memorable relationships with their clients by knowing them and their team by their names, remembering birthdays, celebrating victories, and supporting them through a low spot, asking them for candid feedback and accepting their input for a mutually beneficial relationship.

5.  Actively problem solve: In the business of web consultation you always need to be available to speak to your customers be it any hour of the day or night to answer their queries or troubleshoot problems that might crop up. The project managers for each client at BD are always there to listen genuinely, accept responsibility, and execute a solution. The reality is that if we tell the client we are there to handle the crisis half the panic is dissipated by this genuine reassurance. The team at BD is empowered and well-informed to help make a difference. Being open to admitting a mistake is always appreciated and helps us remember to learn a lifelong lesson from it.

Yet, I will admit, despite all our efforts, when clients look for other alternatives, we respect their right to do so and always try to ensure that the goodbyes are said on a cordial note. Not surprisingly, a lot of our disgruntled clients have returned to us over the years due to the healthy relationship we had maintained even after our professional association with them had ended. This has also helped them recommend us and give us heartening reviews.

So all said and done, if you can’t appreciate and hold onto what you have in hand, you will never be able to embrace what you anticipate. For any questions, you can call upon us on this link anytime.