Client relationship maintenance and retention strategies

Keeping a Client

In the case study, it is clear that Mrs. White has become nervous about conducting the proposed business transaction. To address her concerns requires considering a number of different factors including: the use of an agreement template, the best reaction for limiting the scope of duties, techniques that can be utilized to encourage engagement, how to avoid agreement guaranteed situations and the best tactics that can be used to improve relations with Mrs. White. Once this has occurred, it will provide the greatest insights as to how to: effectively negotiate with this client and save the deal.

How would an agreement template facilitate closing this deal?

An agreement template is when you are specifically defining the overall work that will be performed. It will discuss a number of different aspects of the job including: deadlines, costs, dates and estimated times of completion. In the case with Mrs. White, this kind of an agreement would help to address some of her concerns. This is because, it is specifically is stating what she will receive in writing and if anything has changed. In the event that she does not receive what she has paid for, Mrs. White could use this agreement to show that the company is in breach of contract. ("Agreement Letter Template," 2011)

How can you react to the particular demand for limiting your time at the site, which is totally unacceptable, but you do not want to risk losing the deal?

The best way to react to these demands is to comply with the wishes of Mrs. White. However, you want to see if there is an alternative solution that you can use, to spend more time at particular site without actually being there such as: teleconferencing. This will tell you if Mrs. White has some kind of concerns. If there is any kind of reservations, you can begin to ask what kind of fears is making her so hesitant. This will help you to understand what issues are most important to her and you can create strategies to address these issues. If this kind of technique can be utilized, it will help to save the deal and improve your understanding of what aspects of the project are most important to Mrs. White. (Dearden, 2004, pp. 54 -- 91)

What technique can you peruse to move Mrs. White past her apparent problem with your engagement?

The best way to move Mrs. White past these issues is through: the use of probing and active listening. Probing is when you are asking questions about why Mrs. White is acting the way she has. Active listening is when you are paying attention to her views from a non-judgmental standpoint. These different elements are important, because they help Mrs. White to feel as if her problems are being addressed (which moves her past these issues). (Dearden, 2004, pp. 54 -- 91)

How can you avoid the psychological trap of agreement guaranteed to just to keep the client?

The most effective strategy for avoiding agreement guaranteed trap is to set parameters before the negotiation as to what you are willing to accept. This will help you to objectively determine what points you are: most flexible on and how much room you have in accommodating the other party. The way that you can avoid these kinds of situations is by: preventing yourself from doing anything to win the contract (even if it means taking a loss financially). (Dearden, 2004, pp. 54 -- 91)