An important factor in running a successful staffing firm is ensuring your client retention rate is high. Your client retention rate is a good indicator of how effective you are at filling orders and keeping customers satisfied. If you’re able to deliver on the solutions you propose, and in a way that clients respect you for, then you’re on the right track. Many firms fixate on growing their businesses and finding new clients, but it’s equally as important to ensure your long-standing clients don’t leave for different firms due to poor customer service.
What are the best practices for improving your client retention? There are as many strategies out there as there are staffing firms in this competitive gig economy. We argue that the best practices you should focus on are those that amplify your ability to complete core business tasks.
The more proficient your staffing firm becomes at communicating with clients and fulfilling their orders to the letter, the better your chances are at greatly improving your retention rate. With all the above in mind, find our best practices that make up a strong strategy for client retention improvement below.
Prioritize Relationship Management
The fastest way to lose your current clientele is to treat them like numbers. If you want your client relationships to last past a year, you need to connect with them in a genuine manner. You’re helping them find staffing solutions, yes, but they are also people who you’ve made valuable partnerships with while doing so. Cultivate these partnerships by regularly touching base with them, even after you’ve filled their work orders.
Some ideas for ways to connect or follow up with clients are sending greeting cards, having relaxed lunch meetings, or even just sending a simple e-mail to let them know they are valued.
Be Prompt in All Your Administrative Duties
Clients greatly appreciate a staffing firm that is fast and efficient. It’s not enough to just talk the talk; you need to walk the walk by demonstrating your administration is top notch. Late invoicing, shoddy compliance, or forgetting that you have work orders to fill doesn’t reflect well on your brand.
Make sure your back office tasks are taken care of with proactive staffing solutions. Automating your admin busywork allows you to focus on core tasks, such as ensuring clients are satisfied with your placement process. When your staffing firm’s talent pipeline and its infrastructure are properly maintained, clients will notice how easy, efficient, and stress-free their dealings with your firm are.
Your placement process should be smooth and easy with your clients. Your retention rate soars when you can quickly offer the talent that fits well with their companies, while also ensuring on-time invoicing and documentation. Knowing they can trust your firm for high performance no matter how quickly they need to fill staffing gaps goes a long way.
Become Your Clients’ Go-To Expert
Lastly, you should always be honing your specialization or niche as a staffing firm. You landed your current clientele because they had hiring challenges that your firm was uniquely qualified to solve. Make an effort to remain at the top of your game in your niche by implementing thorough training for your newer recruiters and salespeople, researching the latest trends for the industries you provide talent for, and listening to clients.
Improving client retention is a mix of relationship management and acting as a knowledgeable consultant. That goes both for staffing veterans and those looking to start a successful staffing firm.