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Bad clients? Take a look at your onboarding
Manage episode 375526644 series 3506597
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Sweat Jar Warning! And here's the link about customer dissatisfaction article that we discuss.
Post tax season many consultants will be recommending to fire your pain in the a#@ (PITA) clients. Before you do, ask yourself what makes them a pain? Yes there are some clients who truly are a pain in the you know what... But today we ask listeners before they put clients on the chopping block, have a look in the mirror, and ask yourself how well did we "onboard" our client?
Onboarding is a common term for your software providers. Think about it, what are they trying to achieve with their onboarding? Most simply, they're trying to get you using the product. So now apply this to how you bring on your new clients - is it standardized? is there training involved? Turns out that two-thirds of consumers leave companies because of poor customer service - and that’s a pretty scary statistic, but it goes to show just how important clear, supportive communication is during the post-conversion stage.
Don't think because you're in professional services this doesn't affect you. And before you make the decision to fire clients make sure you're not going to have a revolving door because of a poor client experience.
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