The problem alert should have specific facts, statements, and questions listed. It ought to be a bright color to provoke notice, and it should be answered to the client's satisfaction within 24 hours. Being in court, at an audit, on a trip, or in conference are not roadblocks to resolution. If the contact partner can't get to the phone directly, have an associate immediately schedule a phone appointment between you and the client. A focus on new client acquisition alone will just increase operational costs.
Good clients are partners in profit margin production.
Loyal clients are the best source of new fee revenues from cross selling, and they provide the highes quality, loyal referrals. On the other hand, defecting clients will tel eight to ten people and one in five will tell twenty. These may be conservative numbers.