Respondents were told that no names were to be used and that information provided should deal with the business aspects of training, rather than techniques specific to one sport or another. Our object was to find universality in the approach to client retention. About 30 people from around the country - all seeking dog sports training of one type or another, replied. This study isn't scientific, but it certainly is insightful and informative. There were honest answers and lots to be learned.
Respect is evidently a big issue.
A trainer's ability is not enough. A client would be more inclined to stay with a trainer of moderate ability than one with exceptional ability who treats them disrespectfully. This includes speaking to a client, or potential client, in a condescending tone - or avoiding answering direct questions. Plus, making a rude comment to someone might just run off more than the person to whom it was directed. Others may leave from fear of being next in line for that kind of treatment.