One of my proudest metrics is our client retention rate. Since I have been in business dating back to the mid 90s, I have retained 98% of my clients year to year. Typically, if the client leaves it is because they are going out of business, have a family member who wants to try their hand at web development and design, or have received a deal too to be true elsewhere. We all see these free websites, and packages that sound too good to be true. In the long-run companies grow to resent these companies, as their service is slow or is non-existent. (Funny, people go for bait and switch and deals that sound too good to be true and are disappointed when these fly by night companies don’t deliver quality service or products…)
I believe that you support a client until the last second of the last day they are paying you.
This was evident on New Year’s Eve. (Yes, we work on New Year’s Eve) A client I had for about 15 years or more decided to go with a new company to build a new e-commerce site. My estimate (which was tiny) was too high for her. (she forgot that I had grandfathered her in at our late 90s rates, and never raised her fees and charged her next to nothing for hosting and maintaining her site…) But, it of course is her prerogative and we wish her well. But, wait, it gets better……..Late in the day on the 31st, she sent a request to do some things to her website. Now I think I should tell you the new website was supposed to be ready by now and she had given me notice. But of course the developer had excuses and it was not done and probably won’t be done for months. (Red Flag anyone? Bueller Bueller Bueller) So she decided to pay me and continue with my service for a few months longer. Now 99.9% of the people out there would’ve made her wait till after the new year and probably a few days to a few weeks just for spite. But I made these changes after 5 o’clock on New Year’s Eve, because of that is how we do business. We support clients until the last second of the last day they have paid us for service. That is what customer service is all about, that is what RooSites is all about.
In conclusion: Looking back at 2014, it was our best year ever with great new clients coming on board, and 98% coming with us into the new year. We will always strive to keep our clients happy, and want to retain all our customers (well, maybe not all ;-). Now we know this is not a realistic goal, but by offering the best support in the world, we will continue to stay in the high 90s for client retention.
Happy New Year to you all, may 2015 be the best year ever for you, your families and your companies!
This week I had a client tell me they were going with a new company to build and host their website. Well, they owe me nothing, though we have provided world class support at an amazing price. I would have expected to bid for the job (at very least) but it is their prerogative. They are paid in full, which while not as valuable as loyalty, keeps the light on.
I am pretty sure that this company will try and return to the fold, and it won’t take but a few months. This new company won’t get all their edits done the moment they ask and when they wait 2 weeks, they will be frustrated. But what happened is that the company is used to RooSites and world-class support. They have come to think the whole world is going to turn things around the same day. Their rude awakening will come when they find out the norm is weeks, not days (or in our case hours).
That’s why typically I love to get clients who are coming from a bad situation. They are amazed that our turnaround time. They are amazed at our commitment. They become great clients and are tremendously loyal to us.
As I said we do spoil people and sometimes as wacky as it sounds, we pay the price for it. But our growth, is proof that or clients love and refer us. And they refer us often. We will continue to offer world-class support, and if you wish to be spoiled, contact us today.
