For most businesses, the bulk of revenue comes from just 20% of existing clients.1 As your firm seeks to grow its profits, look at existing clients before investing in acquiring new ones. Here are some questions to help you evaluate if your current client relationships are being nurtured:
- How satisfied were clients this year with our services? Did we offer a better experience than last year? Why or why not?
- Where did we experience internal and/or external communication breakdowns that impacted client satisfaction? What caused those breakdowns?
- Did any workflow or technology issues prevent us from responding to inquiries promptly?
- Could we have handled any client issues better? If so, how?
