Improve Your Client Interactions
Listen without interrupting and acknowledge the client's feelings. When the client has said his or her piece, make eye contact and say, "What can we do to go forward?" --Bryce Sanders
Few clients say, "I'm unhappy and I'm putting you on notice." Instead, they don't return calls, ignore your advice or complain frequently. Worse, they announce that a nephew or other third party must approve all your recommendations. What can you do? Invite the client to a nice, neutral location, such as a restaurant. After getting settled say, "Things haven't been good lately." The client will usually respond by bringing up everything bothering him or her. Listen without interrupting and acknowledge the client's feelings. When the client has said his or her piece, make eye contact and say, "What can we do to go forward?" It's difficult to end a relationship when you demonstrate sincere concern.
Here's another example. Say you have a client couple, and the wife is your regular contact. You and she get along well, but you sense that the husband may not be satisfied. To address the issue head-on, call the husband at home and ask for a meeting. When you all get together, pay concerted attention to the husband. Conclude by promising to provide the information to make knowledgeable decisions. This strategy can reduce tension and save the relationship.
-Bryce Sanders, president of Perceptive Business Solutions, in Client Retention
and 