Send gifts at key moments in your client relationship: a welcome basket when they sign on, then again at milestones like their website launch. Clients leave because they feel ignored. Thoughtful gifts at the right time show you actually care about them.
Chapters
One of the best things you can do from a retention perspective is gifting. When you get a client on board initially, obviously you want to drop a gift in the mail, like drop a welcome basket. We like to send Sherry's Berries just because it's something that can get there really quick and it's something that's like, hey, that was unexpected. Sign up with this agency, they send me a thank you note and this giant basket of chocolate-covered strawberries. But you also want to be gifting throughout the relationship. So maybe a gift once the client website is launched, like that's a great inflection point, like a celebratory something. And then looking for life change events. If you're paying attention to like the calls that you have with clients into what they're posting on social media, you might recognize that they just had an anniversary or that they just hit a milestone in their business. And recognizing those life-changing events and sending gifts goes a long way to show that you're not just about the results, but you're also about the relationship. And the number one reason clients leave typically is perceived indifference, and that intentionality behind gifting is a great way to bridge that gap.
