Having been in business now for over 10 years, I’ve learned a few things about clients and client retention that have helped me find success in the writing industry. Clients are all the same: they want to know and feel that their business is important to you. They want to see that you take their business just as seriously as they do and that you’re willing to invest the time and quality applications to ensure that they get the best service that you can provide.

Since I am an online writer and a professional speaker, my clients consist mainly of online web-based clients and some professional businesses offline. When I approach clients, whether at a luncheon or through an online forum, I must present myself first as a professional and as an educated, knowledgeable leader in my niche market. My clients must understand that they’re doing business with someone who can help them. I listen carefully to them to hear what direction they’re trying to go in and offer them tips on how to get there. I offer my services by giving them the attention, tools and specific things they need to make their projects a success. Here are three very important things that you can do in your business to ensure its success:

• Always communicate with your clients. This is by far one of the chief complaints that I hear and read about online concerning those who are in service-based businesses especially. Clients repeatedly complain that they can’t “get a hold of” the person to whom they’ve trusted their projects. It’s unacceptable to not talk with your clients and keep them abreast on what you’re doing and where you are with their projects. Talk with them, give them updates, ask questions (if necessary) and just be available.
• Give stellar results. This should go without saying, but oftentimes, stellar results are not what is given from the business owner to the client. Often the mentality is just “get-‘er-done” and a big sigh at the end of the project. When working with clients, it’s important to over-deliver so that you stand out from the competitors. You do this to create an ever-lasting impression on them that will make you hard to forget. Always do this!
• Practice integrity. This is especially important in service-based businesses. You know how it is when you’ve been quoted one price over the phone, but the invoice reflects a totally different one? That’s not right. If you’ve made an addition error, suck it up and honor the price you quoted. It’s far better to lose a few dollars on the front end than to lose a client and risk your good name or image you’ve tried to build.

A client’s loyalty doesn’t automatically come with their business. You have to work hard to keep it and even harder to prove that you’re worth it. Whatever industry you’re in, there is A LOT of competition out there waiting to pick up any business that you don’t think is worth it. Don’t let that happen to you. Treat your business well and your business will treat you well.