These problems caused extra work and headaches to quickly resolve the issues and diligently rebuild the trust.

 

At the same time, his team faced challenges too. They found themselves waiting for essential information and responding to numerous non-billable inquiries from customers.

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The Fix

 

When we were brought in to help, we directly contacted customers and asked how things were going, what could be improved, and what their plans were. As patterns emerged, we highlighted trends in meetings and trained on case scenarios and best practices.

 

With the team, we offered real stories and analogies to encourage a deeper understanding of the less transactional, equally important side of client relationships. For instance, imagine waiting for someone on a first date. Even if the person is wonderful, waiting over 15 minutes creates a terrible first impression.

 

Similarly, we discussed with the team why responding to customers quickly and updating them regularly were important. You don't need to have the full answer immediately, but it's crucial to promptly acknowledge that you're working on the issue.

 

We then shifted from a reactive approach (reaching out after complaints) to a proactive one by meeting all new customers shortly after kickoff. Also, we began presenting customers with useful reports and insights about their business plans, organized online learning events, and published blog posts to share new perspectives and information.

 

The Outcome

 

Client retention improved, and most importantly, the founder can now focus more on growth, margins, and his family.

 

We saw increased retention, more upsells and referrals, and built a competitive advantage—all of which contributed to a desired investment and eventual exit.