Biggest Client Left

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Nov 8, 2005 1:58 pm

My biggest client recently trasnferred out.  No phone call, nothing.  I called once and did not receive a call back.  Has this happened to anyone?

Nov 8, 2005 2:19 pm

No, but I would not rest until I talked to the client.  If it was something I had done, I would want to know what it was...


"As you know I strive to provide OUTSTANDING client service.  Mr client, if it was something I or my team have done (or not done), I would like to prevent this from happening again in the future.  What is it in particular that didn't live up to your expectations?" 


Good luck, keep us updated.

Nov 8, 2005 2:50 pm

despite being the biggest clients, they are complete @ssholes and always threaten to leave.  it was inevitable, but i obviously would have been happy if they stayed longer.

Nov 8, 2005 2:55 pm

Maybe they did you a favor. 

Nov 8, 2005 9:28 pm

Make sure you tell the (former) client that he will be unable to do ANY business with you in the future NO MATTER WHAT. That you refuse to do biz with anyone who doesn't have your ultimate trust. Believe me, it works and you will feel better about it. Scr** them. Move on.

Nov 8, 2005 11:54 pm

I wouldn't give them the satisfaction of knowing that you even care.  Chasing clients who have already signed the ACAT form is wasted energy.  The only possible benefit is asking what attracted them to the other firm, but if they were assholes, I wouldn't waste any effort on them.

Nov 9, 2005 7:44 am

I placeds one call and erceived to return call.  I have tried to only work with positive people that deserve my help.  All of their other advisors (CPA, etc...) all think they are assholes as well.  They just pay well.  That's life.  

Nov 9, 2005 10:52 am

Life's too short.  Don't take assholes for clients in the first place.

Nov 9, 2005 11:14 am

Good advice here for the most part.  I always send a letter saying that they are welcome back and that you are sorry to see that they have decided to take their relationship elsewhere.  Be the BIGGER man.  Don't EVER send a derogatory letter.  That's just stupid in more ways than one.


Either way, mourn your loss for a day or two and move on.  Some people aren't meant to work with some advisors.  If the personalities don't click--well it's best that they moved on anyway.  Not your fault..sh*t happens.

Nov 9, 2005 3:28 pm
Don't worry too much.  This is a win some / lose some business.  There's ALWAYS the one that got away.


You'll never lose points for a classy response to a tough
situation.  I suggest you ask for feedback and try to keep in
touch.  You never know when he'll jump back or send you a referral.


It's also important that you find out if they left due to
dissatisfaction with your company's products or service. 
Identifying these kind of holes in your game can be critical to keeping
future customers.




Nov 11, 2005 12:52 pm
frumhere:

I placeds one call and erceived to return call.  I have tried to only work with positive people that deserve my help.  All of their other advisors (CPA, etc...) all think they are assholes as well.  They just pay well.  That's life.  


Maybe send a postage paid simple check off sheet.  You could learn something.


sorry it must hurt.

Nov 12, 2005 9:06 am
Revealer:

Make sure you tell the (former) client that he will be

unable to do ANY business with you in the future NO MATTER WHAT. That

you refuse to do biz with anyone who doesn't have your ultimate trust.

Believe me, it works and you will feel better about it. Scr** them. Move

on.





Stupid advice. Don't listen to this moron. He is either a rookie or about

to fail out of the business.

Nov 12, 2005 7:36 pm

Exactly... You should never burn bridges even thought the client has already done it... When a client leavces, we need to act in a  professional manner and take the high road. Beleiuve me, it sucks, you wanna call the client up and point out what a fool they are and the stupid decision they are making. But this i s a long term game, and that same client who leaves may be calling 1-2 or 5 years from now wanting to come back. And what are we gonna do- refuse the account? Hell no, all of us would welcome it back ( along with those lovely fees...).