What's the Lowest Hanging Fruit for Business Development?

In today’s vlog post, I highlight the significance of client retention as a form of business development, encouraging the team to create a culture around the client experience and to be proactive in communication.

Emphasizing the importance of understanding and gauging the client's expectations and experience with your firm throughout a project, rather than just at the end, I suggest having an eyeball-to-eyeball conversation (not a SurveyMonkey email) with clients at about the 25-35% completion juncture in the project to ensure their expectations are being met and to make necessary adjustments.

I also share some tactics including:

• Leadership to establish a company-wide culture centered on an exceptional client experience.

• Team members to create and deliver processes for gathering qualitative feedback from clients beyond standard surveys.

• Team leaders to develop strategies and systems for proactive client communication throughout projects.

• Account managers to customize client experience programs for each client.

• Business development leadership members to integrate client retention strategies into their overall approach.

What about you? How are your client relationships — REALLY?

Don’t forget to ask them. Also, reach out to me if I can be a resource to you in any manner.

— Dawn F. Landry

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