We all know that selling to existing clients is easier than trying to get new business. After all, the clients know us, have dealt with us before and trust us to do a good job.

But keeping customers and getting repeat business from them is often far harder.


So why do we lose customers? Work through the following points, ask yourself these few questions and see if you can identify an area for improvement.


When a client rings up with a query or problem, how long does it take you to respond?

What do your clients expect and do you deliver this?

Often an issue with support can fester for a considerable time and you won’t be aware of it until it is too late



When was the last time you spoke to a customer?

Its not just about ringing them, it’s about going that extra step to establish yourself as a valued partner. Seen a news story that you think they’ll find interesting? Read a blog that might help them?

Share it with them. 

How often have you heard “We never hear from our supplier?” Make sure you’re not the supplier they’re talking about!


Simply having something to sell isn’t enough.

Knowing what the client needs is more important, and often provides opportunities for cross selling. Not knowing leaves the door open for the competition to move in.


In the relationship with the customer, the customer’s perception is all that matters.

How do your customers perceive you? Are you an occasional supplier or a valued partner?