Keeping the clients you have.
WHY IT MATTERS
Acquiring a client costs far more than keeping one.
A business losing clients as fast as it gains them is running to stand still.
WHY CLIENTS LEAVE
Poor support, or slow response Problems not resolved Price, occasionally Their business changed or closed They were sold something by someone else They never heard from you
THAT LAST ONE
The most preventable. A client who hears nothing for a year has no relationship to lose.
WHAT REDUCES CHURN
Responding quickly, consistently
Proactive contact: telling them about a problem before they notice
An annual check-in Annual billing, which creates a natural renewal moment rather than a monthly decision Maintenance plans, which deepen the relationship
THE ANNUAL REVIEW
A short conversation each year: is everything working, what has changed, what do you need.
It surfaces problems and frequently produces additional work.
MEASURING IT
How many clients did you have a year ago, and how many remain?
That number tells you more about the business than revenue does.
