Tuesday, June 28, 2011
Lose a client? Don't squander the opportunity to learn from it.
Leo Bottary's "How Did You Lose Your Client?" at Executive Street. Everybody loses clients from time to time. So what do you do when a client stops sending you work? When she calls to tell you to send her files to the competition? Do you have a plan in place for analyzing what went wrong, for looking at your strengths and weaknesses and mapping them to the client's needs, for determining if you can save the relationship even if you lose the work? You should. Bottary calls it an autopsy report. Everybody loses clients. The smart firms learn from the experience.