Apply These 5 Secret Tips to Avoid the Customer or Client Retention Mistakes that I made – Infographic & Podcast!
Are you making the same down-line, customer or client retention mistakes I made?
I bet you are wondering what those sales mistakes were. You may be making them right now. Well today I would like to help you…STOP making these client retention mistakes!
Man did I use to panic when a team member told me they were quitting. Or a client threatened to go to another Tutor, or take their business elsewhere! I would get the sweats, I would take it personal, I would launch into a narrative why they shouldn’t leave and how hard I have worked to help them blab bla bla…IT WAS ALL ABOUT ME!
It became critical to learn the fastest ways to lose clients/downlines so we could stop making those client retention mistakes and start growing a solid team.
We had to stop & think. Hey wait a minute they aren’t giving up on our dream! The world is abundant and this one customer/down-line is making way for a more committed one or bigger order…
Don’t like reading about client retention mistakes? Listen in on iOS Here 
#1 CLIENT RETENTION MISTAKE – FAILING TO UNDERSTAND CLIENT NEED FOR “VALUE”…
I understand a buyer’s desire to check if there is better/cheaper/more value on the market to validate their decision to buy from you or go elsewhere! Yet my major concern has always been to offer the best value for money. Including what we promote online! My client retention mistakes were predominantly not considering: WHY they really threaten to leave beyond their surface explanation.
It wasn’t because I was nagging them, maybe I wasn’t nagging them enough! I know it wasn’t because I was expensive at all. See clients, customers, downlines are hardwired to threaten uplines, sales people in the hopes that they can get a better deal than they already have.
For a new online entrepreneur, a client or downline threat to leave is like a personal kick in the gut! Your world goes into a tailspin and you start to explain why yours is the best product, comp plan etc etc. worse still, some even offer to PAY THE CLIENT to stay…an UNETHICAL BRIBE! Akin to dropping one’s pants and offer any deal you can just to retain that client or downline! CLICK TO TWEET
I have heard people say:
Okay I will put people under you,
Buy from me and I will pay for the product,
Let me come and do a demo in your house, so I can get some points! (this was done to me recently)
I will give you 1 year free! (How much profit do you make?)
80% off!
Let me ask you; Are you in business for profit seriously? These client retention mistakes are level 8 on the Richter scale! You gotta know your worth, and the value of your offers. Assuming you haven’t overpriced your product or service in greed, you shouldn’t worry about the one client leaving! Truly…
Today I am going to help you Man Up, Posture up and avoid making the rookie client retention mistakes I made, and of course keep your downlines/customers happy! Deal?
Let’s dive deeper shall we…
This graphic courtesy of Kissmetrics highlights the biggest client retention mistakes (Click IMAGE to enlarge & share)
#2 CLIENT RETENTION MISTAKE – NOT UPSELLING
I learned this from a coaching I took out after my first 9 clients dropped out to a new start-up offering 20% off!
Guess what I was told by my coach…Raise Your Price! And if they come back ask them to Pay More! And if anyone threatens to leave next time….yup you got it raise the bar! He assured me it’s one of the biggest client retention mistakes to drop the price when one threatens to leave. It gives them an idea you were overpricing…
Obviously the idea is increase the value for the extra cash they pay. See when a client “is researching options” you may not be meeting their needs! Or they may just be cheapskates…
Downlines may simply have Shiny Object Syndrome…You can’t stop them. Some have the audacity to invite you to their new ground floor opp. 
A revolutionary new system to make money…My SOS Alert goes off and I ask
Is it really a great new Opp. or another scam that ruins our industry?
In our industry, network/affiliate marketing, a competitor will often announce through a Facebook Event. Or some poor suckers will post on their timelines the long awaited v2 which will give all users the ability to make a mill bucks from an $25 investment…or something. See what not to do below
So a downline threatens to go to such competition…Let them go! Simple! CLICK TO TWEET
Little do they know that they must put in the same effort, which they frankly could put into what they got now? Make a few minor tweaks to their existing strategy!
You see, this “latest and greatest” new system is nothing special, its simply super hyped. If it’s a service you offer & you can make the changes at no extra charge, score one for your customer service.
So guess who came back at the higher rates & happy to pay after 3mths with start-up …7 of the deserters!
#3 CLIENT RETENTION MISTAKE – FAILING TO POINT OUT YOUR VALUE & SNOOKER THE “Research Objection”
When potential customers say that they will be doing further research or look into it. It means they are gonna check out the competition. OR they may be looking to get you to lower your price point! Here is how you could literally get them to rethink that choice, Ask them:
“If you don’t mind telling me, what kind of watch do you have?”
Unless you are a watch salesman this is not a question they’ll expect you to ask. So why ask it…. Well it’s a great pattern interrupt, and sets the foundation for you to overcome their desire for a price reduction.
Say they answer…Swatch.
“Why did you choose that watch? After all, a watch tells time so any would do. Why the swatch?”
I liked the…style, its utilitarian use, the strap, colour, etc etc.
“Was it the least expensive watch available with similar features?”
…no
“So then why did you chose that particular style, model, brand?”
It was the lowest price watch for the options I wanted… AAH you got them…So you could respond like:
“I chose my watch the same way. I had to have a Swiss made swatch smart watch, with digital smart touch screen etc. There were a lot of other watch types and brands, most of them cheaper and yet this one fit my criteria. A perfect mix of functionality, aesthetics and price.
So, when you partnered with me originally I imagine that was the reason you came to me or this brand.”
…yes
“So then assuming we are still on that wavelength, what one thing do you need to see in order to make the decision to buy/stay/get started/signup…?”
At this point, its very unlikely they will say “let me search for a lower price”. You’ve already pulled that rug from under them to not believe it as an excuse. This lil strategy also gives you a client pain point to alleviate.
Give them a practical, relevant analogy of your value and point them to the resources they need to research further if they still insist on looking for cheaper options! CLICK TO TWEET
#4 CLIENT RETENTION MISTAKE – ALLOWING THEM TO UNDERVALUE YOUR OFFERS!
It’s important to let your target market know that your product, program service may NOT be the Least Expensive! But it is Value for their money! It’s a downline, client retention mistake otherwise. Set your customer expectations and be upfront this will be a cornerstone of your customer loyalty and brand longevity!
Imagine there’s a plethora of travel related products and like for like mine is the least expensive. Yet the minute a competitor beats me on price just enough to get my downline or clients to move, I am no longer the least expensive! We have seen many companies who drastically drop their prices to sway market shares.
It’s imperative thus to prepare the prospects for what they may hear or find once they start “researching their options.”
“Mr. Public, I can understand you want the best bung for your buck. So I want you to know right now that we are not the least expensive “XYZ” you are going to find.”
Be integral and upfront with this info coz truth be told there are many competitors and you’re sure many of them are willing to take a loss just to steal your clients. Explain why it might be of Great benefit for them to work with you!
“I or My Company pride ourselves on offering extremely fair pricing for huge value. We don’t want to take from Joe to simply put more money in our pockets. But we have to make a profit. If we were to do what some of the competition does, how would we invest in our quality product, people, and support?
Don’t take a loss just to beat the competition. Don’t sacrifice personal growth and quality product value. Don’t lose your dignity or integrity. I’d hate for you to find yourself looking for a new program to promote simply because you took the cheapest option and it went out of business because the numbers didn’t add up. That’s a client retention mistake par excellence.
Note: You’ll have laid the groundwork for them to question the competition without making any direct references or portraying lack or losing posture! Whether they admit it or not, in the back of their mind they’ll be thinking about what you’ve told them. Our clients did….and ended up paying more!
#5 CLIENT RETENTION MISTAKE – NOT LISTENING
How many times, come on admit it, when you have gone on and on about the awesomeness of your comp plan! I made that client retention mistake countless times. Heck I bet people left my presentations thinking I have to Do that? I hardly asked the client or prospect the right Questions. No way Jose!
The best listener makes the most sales! Any business owner who thinks they don’t need to listen to their downline, or customer is committing the same client retention mistake I made and must be bleeding customers. Period.
Ask them productive questions and then shut the heck up and LISTEN. Make sure you are actively listening to their answers and pain points! Particularly at the start of their journey so you can help hold them accountable later. And help them progress.
If you are an SEO I actively encourage you to read this article on the client retention mistakes you don’t want to commit!
Failing to listen means you fail to grab the attention of your prospect, downlines and clients. It leads to downline disengagement! These are rookie client retention mistakes a veteran marketer should avoid. And if you are new, well you won’t make them now!
Related: 3-secrets-to-customer-retention
DOWNLINE, CLIENT RETENTION MISTAKES – LETS WRAP UP!
Don’t you dare forget your loyal clients or downlines. Reward and celebrate them for they are your brand advocates. Instead of focusing so much on new downlines or customers, why not serve your happy existing one to actually become your super oiled marketing machine!
Well I am no saint and I am probably making more mistakes in my journey; a work in motion. Heck it’s human to make mistakes. The trick is that for all your client retention mistakes or life mistakes you make find a way to turn them into a positives, something to be proud of as opposed to regret.
If a downline/s or client threatens to leave be gracious to them. Ask them to give you 24 hrs before they make that final leap. Then go dig deep and find out why they felt the need to quit. This could do one of 3 things.
- Solidify in their mind why they chose you in the first place.
- Give you a chance to see the competition for what it is without dissing it.
- Solidify in their minds why they really need to leave.
If You’re Serious About avoiding more client retention mistakes and become a Top sales person using Social Media? Then Don’t Miss this Epic Free Webinar by Tanya Aliza on 22nd Sept. You could be too late as her platform holds only 1000. Spots are filing fast! Register Here!
It’s your turn: I’m sure you’ve made some whoppers of client retention mistakes or blunders that cost you big time? Share them in the comments below! If you have learnt something in my “client retention mistakes” tips, by all means to like, and share with your team!
As Always you do Deserve more so…
Live. Learn. Love
Julie Syl Kalungi
Skype: Julie.Kalungi1
Email: julie@Juleskalpauli.com
Considering Coaching? Check out our Work with Me tab and Survey where we Help People Everyday.
PS: IF YOUR UPLINE DOES NOT HAVE A STEP-BY-STEP BLUEPRINT FOR ONLINE MARKETING SUCCESS, CHECK THIS OUT (UNLESS YOU ALREADY HAVE TOO MANY LEADS) – CLICK HERE FOR INSTANT ACCESS
thank u so much for this info. so many people will benefit from this
We sure hope so Sheena. Lots of entrepreneurs need this Info on Client Retention so they dont make the same mistakes we did!
thanks for your comment
Hey Julie, thank you so much for sharing this pure value content. It really helps a lot, positioning as a leader who’s here to helping people to achieve their dream, no begging or reduce price needed at all. We are in business. Thanks for sharing!
You are most welcome Joey.
Knowing the value we offer is essential and knowing out Target audience value helps us attract the ones we need.
Thanks for taking the time!
Julie
This post is definitely worth reading you can learn to start overcoming your mistakes when it comes to customer retention! Thank Julie!!!
Thank you Danny,
Glad you found value and I am very happy to share my Mistakes so others can avoid them!
Thanks for your comment!
Julie
Thank you for all the great information and research you did. It all makes perfect sense and value is key. You gave it.
My Pleasure Chris,
Glad you found value and thanks for your comment!
Julie
Thanks for another great article. So often the clients are forgotten in the chase after prospects.
Oh yes Mary,
Many entrepreneurs I know Keep chasing their tails. WHY?
Because they completely ignore Client Appreciations and Retention.
they also forget their true worth and value of what they offer.
Anyone reading this post wont be in that situation we hope!
thanks for your comment.
Julie
Yeah thanks for sharing your mistakes and just mistakes in general. Value is key and you definitely provide that! I am sick of seeing the Just with $2 you make thousands bla de bla opportunities. Just dont exist. Provide value, look after your team – don’t disable them. I am learning alot from your posts Julie
Thanks
Hi Sharon,
Its in sharing what we did wrong that we show our humanity and strength too.
Its hard to admit to have been wrong or gone off the rails. yet if we dont share our mistakes and how we got over them,
others will make them and they could very well be in our team.
I like what you say, “Look after your team – dont disable them”
Lots of people become the team crutch, and ultimately the bashing bag if any of the team members decide its not for them.
Managing their expectations and pointing them to the available resources is Important!
Thats enabling them…doing everything for them, is disabling them!
You nailed the mistakes in this post Julie.
Regarding number one, the product / sytem may not have been presented in a way to meet the needs of what the client is looking for. So they get confused, think they don’t have the right “thing” and leave.
I love the way you outline to overcome the objection to look for cheaper entry into business. Bottom line, throughout these mistakes, you make the point of always pointing out your value. Awesome post.
Hi Carol,
Awesome contribution, thanks for that.
People really do perceive your value as how you present it when they first meet you.
Its hard for us to change that perception, esp. if you change your monetary value based on
keeping people on board rather than the actual value of what you offer.
One’s sense of self worth and how you project it, is a major factor in how others see you!
Julie
Awesome tips Julie! I especially loved the point #3 about client retention. Sounds like you’re getting the big guns out with those questions haha. But seriously, awesome awesome questions to give the other person a better perspective of their decision making process 🙂
Hey Alex, Good to hear from you bro!
These are tips most people have no clue how to leverage.
They get tongue tied when a customer or downline says they need to check out other options or feel its too expensive.
Also a lot of Internet marketers present their platforms as Cheap as sticks…
I dont want cheap! I want great value for my benjies!
Thanks for ya contribution.
Jules
Great post. Point #5 is the best. Listen more and you’ll be able to give more.
Hi Michelle,
Glad you found value. Indeed the best Listeners get the most traffic and sales
Thanks for stopping by!
Great Job… really great tips… Not going to sell myself short anymore!
Absolutely Brian,
You are fearfully and wonderfully made and Have a lot of knowledge others need
and dont even have an idea of…so No short selling…!
Thanks for stopping by!
Julie
Ooh that’s what I like,learning from other folks mistakes! Heck, I’ve made a tonne myself. Thanks for sharing all your tips and tricks for client retention – awesome value as always Julie x
Tell me about it Emily,
I too love learning from others mistakes so I cut my journey shorter…
And why not share mine so Others may walk a shorter more enjoyable walk 🙂
Thanks for your Comment you rock 🙂
Client retention is important no matter what “widget” you are selling. thanks for these tips.
Ha ha haaa Like you statement “No matter what widget” you are selling.
Good stuff Stephanie!
Great stuff, I really liked this tip: It’s important to let your target market know that your product, program service may NOT be the Least Expensive! That way yes they know up front… thanks for sharing!
You are most welcome Cathy.
Most high ticket programs require a very delicate dance and one of the steps is to be up front about the price.
Almost immediately at the start of the presentation, break it in gently and then ensure the client knows it is just to put it out there.
Encourage them to keep an open mind and then proceed to wow them with the benefits, benefits benefits 🙂
Julie
Retaining clients is so important.
Make sure your emails are of value and that they are not salesy and pitchy.
I get so many emails from people that just sell product after product without delivering value.
If you are a value creator, and deliver that in your emails, most likely this will help retain a customer!
He Lorraine,
We must respect our subscribers the same way we want to be respected.
This includes respecting their email space.
And how we deliver our value content determines our sales too.
Thanks for your contribution!
Julie
This is great Value Julie! ILT is absolutely the best mantra. Keep up the great work, I look forward to more great posts.
Hi Blaine,
Glad to be of Service. LDT or ILT its the fastest way to grow one’s Brand and avoid Client retention mistakes many make.
Some mistakes lead to business loss. So one must be on their guard!
Julie
i used to feel the same way after 2yrs in business i have learned to develop a certain kind of posture.
Absolutely Juanita,
What a wonderful surprise to hear from you!
Posture & self confidence plus confidence in your product or service are key.
Knowing one’s worth goes a long way in developing that posture.
Lack of the above leads to client retention mistakes galore.
WOW Julie, great lessons you shared, I agree with you, when you know your value you will take everything lightly and not personally if your customer goes. Thanks for sharing those mistakes!
Exactly Vitaliy.
The reason people panic and start to do all kinds of non serving actions is because they dont have a sense of self worth!
They dont deep down inside believe in ther product, service or platform or they are simply new and have no clue how to react.
Whatever their thoughts, I hope I have given someone out there food for thought and how to react when a downline or client threatens to leave!
Great Post! I love how you provide the infographic, as well! Yes…. i don’t believe in ever giving a great “deal” either to my prospects because that sets a precedence…instead, giving them more value (like access to our mastermind group or what have you) seems to work best for me.
Thanks for posting this!
It sure does work A treat Michelle.
I have come to understand that The more Value you give = The More Money you make.
So if one isnt earning, it means the value ratio is still low.
Masterminding is awesome I love it.
Thanks for stopping by!
Julie
Awesome Blog there Julie, learnt a lot and you certainly know your stuff. Thanks for sharing….
Glad to be of service Diane…ILT! Thats my mantra, thanks to Ray Higdon.