In episode 177 of Journey to $100 Million, Kevin brings attention to an issue that he has seen with some of our top clients, our highest paying clients, and clients that we have built a very strong relationship with. These clients are very comfortable with us, they like us, they trust us, and have full confidence in us. So you may be thinking, what’s the issue here?
Every other week we send out a digital marketing report to each of our clients sharing the clients’ data, along with a video our digital marketing manager creates explaining the successes or failures of their marketing campaigns. What we found, is that since some of these clients are so comfortable with us, they do not watch these reports. They do not interact with the reports, and sometimes it is even difficult to get them on a call or meet with them to discuss this data every month due to their full trust in us. The problem is, we still need to get in front of them, and sit down to make sure there is full transparency, as well as ensuring that there is no business changes that we are unaware of.
Recently, we had a face-to-face meeting with a client of ours. When in this meeting, we asked if they had been looking at our video reports. They told us they had not been reviewing the reports, because they had been so busy due to the fact they had their best month ever in over three years! That is awesome, and they thanked us for having assisted in that – but, while we were doing a great job for them, they were not listening to our reports and recommendations or interacting with us.
When we are not constantly in communication with clients, we run the risk of clients growing apart from us, or having a business change that we are not aware of. For this particular situation, Kevin talked about how a lot of great things came from this meeting. A lot of aspects came to light, a lot of positive was brought out of it, and more importantly, a lot of tasking was created due to this meeting. If we did not sit down with this client, none of this would have happened.
Even though you may be performing well for a customer and doing a good job, you can’t let them fade away and have months go by without talking to them just because they are happy with your work. It is crucial to make sure you are doing something to check in with clients, get in front of them, and have them spend at least 30 minutes to an hour with you to keep the relationship going. It is very important, and it can even help you find other opportunities and improve your work. If you are off a clients radar, and not a part of the conversation, you are going to find out issues when it is too late.