Lessons Learned: What a Lost Client Really Tells You
Weāve all lost clients. Sometimes itās our fault. Sometimes itās theirs. Sometimes itās out of everyoneās control.
But no matter the reason, there is something to be learned from a lost client. A system to review lost clients will help keep your business improving and growing.
Exit Interview
Typically done when you leave a job, an exit interview is also a great way to review what went rightāand what went wrongāduring your coaching relationship. Youāll want to review:
- The progress your client made
- What specific advice or tools did not work for her
- Any personality conflicts
- Why sheās moving on
This is not the time to get defensive. Be open to her criticism (if there is any) and use the information to genuinely improve your business.
Be Honest With Yourself
One of the most common reasons for client loss is that the customer is simply not a good fit. Maybe you suspected it when she signed up, or maybe not, but now that she has moved on, ask yourself:
- What signs were there that she was not the right fit?
- Why did you ignore any signs that were present?
- How can you use that information to protect yourself from a less-than-ideal client in the future?
If you can identify a bad client/coach match from the start and decline the work (or better still, refer her to another coach who is a good fit) youāll find you have a lot less stress in your day-to-day business.
Misunderstandings
Sometimes, client loss is as simple as a lack of understanding on your clientās part. Do you clearly state:
- The schedule of calls/emails
- The requirements for scheduling a call
- Reporting requirements
- Length of your contract
Do you also have a system for staying in touch with a client who has gone quiet? Sometimes all it takes is a phone call to get your wayward client back on track. Many coaching relationships have been salvaged with a simple phone call or email, so if you havenāt heard from a client in a while, pick up the phone.
Hereās the bottom line: Client loss happens. But if you can learn from each client, and use that intel to improve your business, then even a lost client can be turned into new profits.