2
Hearing the stat that 68% of clients leave because of attitude, not service, kinda blew my mind
I was reading through a HubSpot survey from last year about why clients fire agencies, and apparently only 14% leave over pricing, but 68% go because they feel the person they deal with has a bad attitude. It got me thinking, is it better to be super friendly and risk being too casual, or stay professional even if it comes off as cold? What's the balance for you guys when you're trying to keep a client happy without being a pushover?
3 comments
Log in to join the discussion
Log In3 Comments
viola_garcia5617d ago
Funny enough, being too friendly up front can actually backfire hard. Some clients mistake warmth for weakness and start walking all over you, then get surprised when you finally push back. Maybe a little coldness keeps them from getting too comfortable.
7
danielowens18d ago
Start by remembering that professionalism and warmth aren't opposites, they're two tools in the same box. I've found clients appreciate someone who can read a room, dial in the energy to match theirs, and still deliver the work without getting buddy-buddy. The trick is to be consistent and reliable first, then let your natural personality come through after the trust is built.
4