As a social media manager, it is your job to make sure you are doing everything you can to keep your clients happy and retain them. But how do you do that? With so many things to do out there, it's hard to know where to start or what to do in general.
Luckily for you, we have compiled 13 tips that will help increase the retention of your social media clients!
Content Outline
1.) Create a schedule for client check-ins.
2.) Surprise your clients with a gift.
3.) Set client expectations at the start.
4.) Keep building trust with your clients.
5.) Survey ex-clients or clients that are leaving.
6.) Always underpromise and overdeliver.
7.) Learn from customer complaints.
8.) Train your customers with the basics of what you will do.
9.) Consistently provide value for your clients.
10.) Address client issues/complaints on time and personally.
11.) Create a 'loyalty program or referral program.
12.) Pay attention to common questions among clients.
13.) ALWAYS be honest with your clients.
1.) Create a schedule for client check-ins.
It is important to set check-in times with your client. This way, you can ensure that they know what's going on in their account and can give feedback or ask questions without needing a call every time something happens.
If checking in once per week works for them, then do it! If they need more, then do it.
This ensures that you are doing your job as a social media manager and they will feel more connected to the business, which will make them want to continue working with you!
2.) Surprise your clients with a gift.
One of the ways to keep your clients happy is by surprising them with a gift from time to time. This can be anything you think they might like, but it will show that you are thinking about them and their needs!
And if there's a bonus? They'll probably share this on social media for more exposure for your business!
This will also help build trust and remind them that you are looking out for them and care about them, not just delivering a service they're paying you for.
3.) Set client expectations at the start.
If you are a social media manager, it is important to set expectations for your client. Let them know what they can expect from working with you and how often you will be checking in.
This way, when things happen while working together that might seem strange or not up to their standards, they won't feel hurt by this because of the expectations you set at the start.
This will also help with retention because your client knows what to expect from working together and is more likely to stay if they know how things are going to go.
Lastly, it's good for accountability; so that both parties can be on the same page in terms of goals and expectations!
4.) Keep building trust with your clients.
One of the best ways to make sure your social media clients stay with you is by building more trust.
This is done over time, but it's also important that they feel like you are being honest and transparent about what you're doing for them- so give them updates on how their account is going or when things will happen!
5.) Survey ex-clients or clients that are leaving.
One thing you can do to increase the retention of your social media clients is to survey any ex-clients or people who have left.
This way, you will know what they didn't like about working with you and how you could improve on things for future customers.
You might be able to correct these issues before it's too late with new clients!
The last thing that a social media manager wants is for their client to leave before they are done with them!
In the end, it will help make sure that you never lose another customer again because of these same old issues!
6.) Always underpromise and overdeliver.
If you are a social media manager, it's important to make sure that your client knows what they're getting before the work begins.
This way, when you overdeliver and give them more than they expected, it will help with retention because this is something they didn't expect but are super happy and impressed with!
If you underpromise, then your client won't know what to expect anymore and will probably be disappointed in the end!
This is a surefire way to lose them and make the work you're doing for them seem not worth it.
7.) Learn from customer complaints.
When you work with social media clients, there will be times when they will complain about something, and that is completely normal!
This is important to know and listen to because it can help solve the problem or identify a larger issue that needs more attention.
If your client isn't happy and feels unappreciated by what you're doing for them, then this might mean it's time to move on and find someone else for the job!
This will help with retention because it makes sure that you are listening to satisfying your client's requests, not just getting by.
8.) Train your customers with the basics of what you will do.
One way to make sure that your social media clients stay with you is by training them on the basics of what you will do for their social media.
This helps them understand what you will be doing, are doing, and how everything works in general.
Otherwise, they will feel like you're just doing things without any explanation, and that might not be what they want or expect from working with a social media manager.
This is also good for retention because it makes sure your clients know how the process goes so that when something does happen that seems strange to them, they can understand why it happened and still feel confident in your work.
9.) Consistently provide value for your clients.
One way to make sure that your social media clients stay with you longer is by consistently providing value for them.
This can be done in several ways, like giving actionable tips for their in-house content, their social media accounts, or simple advice for their business in general.
This way, they feel like you're not just trying to take their money and do the bare minimum with it.
Instead, they will understand that you are there for them at all times with a wealth of knowledge and tools to help grow their business, not just social media!
10.) Address client issues/complaints on time and personally.
When your social media client has an issue or complaint, it's important to address these quickly and personally.
This way, the client feels like they are being heard on time and can work with you on something that will satisfy them instead of feeling ignored or unimportant.
The last thing that you want is for clients to feel this way because it will make them want to leave sooner.
They also know that they can approach you anytime about a problem and get help instead of waiting around for something to happen!
11.) Create a loyalty program or referral program.
One way to make sure that your social media clients stay with you longer is by creating a loyalty or referral program.
This will give them rewards for their time and investment in the relationship, which might inspire more clients to sign up with you because of them.
For example, they can get ten percent off on all services after every purchase, and they can also get a free mini service after getting five referrals.
This way, it's not just about the client wanting to leave because you didn't provide enough value or care for them; instead, they will want to stay with you permanently because of all the benefits that come along with being your customer!
12.) Pay attention to common questions among clients.
Another way to make sure that your social media clients stay with you longer is by paying attention to the common questions among them.
This will help answer any questions they have before they even ask, which might also save time for both of you in the long run!
If certain things keep coming up, then it's worth addressing them in the blog post or social media posts.
This way, the client knows that they can come to you and get answers or advice from anywhere without feeling like there's a lack of information.
It also helps reassure them when something does go wrong because now they know where to turn for help!
13.) ALWAYS be honest with your clients.
Our last way and one of the best ways to make sure that your social media clients stay with you longer is by ALWAYS being honest.
Don't sugarcoat anything or withhold information from them; instead, talk about what's happening straightforwardly so that they understand why it happened and how to prevent it in the future.
This way, they will feel more comfortable coming to you with any problems or issues because they know that there will be an honest answer waiting for them.
This is especially important if something goes wrong because they'll know that you didn't just brush it under the rug and hope they don't notice.
Instead, you can truly show them how much time and care was put into their problem without trying to hide anything!
In Conclusion
We hope these 13 tips have given you more insight into increasing the retention of your clients. In our industry, bringing in more new clients cost more than retaining existing clients, so making sure your clients are happy should always be a priority!
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