Do You Know the #1 Reason Why Clients Leave?

I was loading groceries at Costco when a client called me.

So I answered it– I squished the phone between my shoulder and ear while putting stuff on the conveyor belt.

As a founder, you can’t be MIA – Missing In Action.

No matter how “busy” you are or how unimportant you think a client is.

I even answer my phone on weekends and from the toilet. I want clients to know I care– that the money they invested with me isn’t going to waste.

Sadly, I witness agencies, and other service-based companies fail daily due to a lack of basic customer service. And these are the most talented, hard-working people. But they don’t understand customer service.

It starts from the top— YOU.

If you don’t answer clients promptly, they won’t either.

I’m grateful for partners like Warren Whitlock, Jon T Wuebben, and Lane A Houk–who answer the phone every time.

Clients

The #1 reason clients leave is a lack of perceived care.

I was speaking with Warren, and he said, “I used to think if you can fake sincerity, you can fake anything. But there is only one way to fake sincerity; you have to care.”

So take responsibility, and commit to doing things as you want them done yourself.

Do you answer the phone on nights and weekends when clients call?

Some people take calls on certain days and expect a text before a call. Few people I know do emergency calls, and they charge for it, which ranges from $500 to $5000.

One of my friends says, “As the owner, I’ll communicate with my clients if it’s an emergency, but we try to set boundaries.”

Some people go above and beyond for their clients, but you should be excellent at communicating expectations in advance.

So moving forward, you have to maintain your work-life balance.

Dennis Yu

About the Author

Dennis Yu
Dennis Yu is co-author of the #1 best-selling book on Amazon in social media, The Definitive Guide to TikTok Ads.  He has spent a billion dollars on Facebook ads across his agencies and agencies he advises. Mr. Yu is the "million jobs" guy-- on a mission to create one million jobs via hands-on social media training, partnering with universities and professional organizations.

You can find him quoted in major publications and on television such as CNN, the Wall Street Journal, Washington Post, NPR, and LA Times. Clients have included Nike, Red Bull, the Golden State Warriors, Ashley Furniture, Quiznos-- down to local service businesses like real estate agents and dentists. He's spoken at over 750 conferences in 20 countries, having flown over 6 million miles in the last 30 years to train up young adults and business owners. He speaks for free as long as the organization believes in the job-creation mission and covers business class travel.

You can find him hiking tall mountains, eating chicken wings, and taking Kaqun oxygen baths-- likely in a city near you.