New York (April 14, 2004) -- Twenty to 40 percent of a typical professional service firm's clients are considering defection, yet the majority of professional firms have no system for identifying clients about to defect, according to Harry Mills, author of "The Rainmaker's Toolkit."
These clients are usually those who call to terminate their relationship, or who say nothing but still display many of the tell-tale signs of defection, adds Mills. He recommends what he calls the “EAR Recovery Formula” for saving clients: Empathizing to prove you understand the client’s problem; asking the client how they want the problem resolved; and responding with a tailored solution.
Register or login for access to this item and much more
All Accounting Today content is archived after seven days.
Community members receive:
- All recent and archived articles
- Conference offers and updates
- A full menu of enewsletter options
- Web seminars, white papers, ebooks
Already have an account? Log In
Don't have an account? Register for Free Unlimited Access