Client Management Part 3: Evaluating Your Best Clients

You Need To Know Who Your Best Client’s Are

In my experience the best clients are also the most profitable. Your best clients are the people who should be treated like VIPs, and who you want to develop new products/services. You must be able to identify them!

Identification & Scoring

Let’s review my company’s best client criteria and how we score to identify! I recommend scoring your clients as well as leads so that you can quantify and rank your top 20%. The score is at the end of each description.

Proactively refer services

These clients regularly talk you up to people they know without your request. Referral business often has the lowest cost per acquisition, consider a referral program or sending a handwritten card to say thank you. 3 points

 

Recommend products/services, when asked

Same principle as above however it does take a little follow through and effort on your behalf, hence the slightly lower score. 2 points

 

Pay full price

Do you maintain a competitive price or offer regular incentives, tweak the points to fit your business. 3 points

Loyalty

This one can be hard to track, because the importance is that the loyalty is freely given–not forced. You can only track and score this if you are dealing with the decision maker. If you are dealing with the decision maker, the key indicator is level of satisfaction. 1 point

Buy all services that are offered

Satisfaction shows best when they are “all in” with your company. 1 point

Pay on time

If you do not have an automated system in place to notify clients who haven’t paid their bill, get one today! It is labor intensive and time consuming to track down late payments. Clients who pay on time will be at the top of your profitability. 2 points

They are reasonable

They don’t return things or contact you unless there really is a legitimate problem however it is just as important that they do contact you in a professional and constructive manner. You can’t fix what you aren’t aware of! 2 points

Aren’t expensive to serve

You should have an understanding of how much time your clients need to have a pleasant experience and accomplish the goals. The most profitable clients will be the one’s who stay within those norms. 3 points

They are pleasant

You should have an understanding of how much time your clients need to have a pleasant experience and accomplish the goals. The most profitable clients will be the one’s who stay within those norms. 3 points

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