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Lost a long time client because I got too casual with communication
I had this client for almost 4 years, a small office building downtown. They never complained, paid on time, so I got lazy with my updates. Last month they called me out of the blue and said they were switching to a bigger service. When I asked why, the office manager told me she felt like I didn't care anymore because I stopped sending those weekly check-in texts. I honestly thought they didn't want the hassle of reading them. Now I've switched to sending a quick photo of their clean space with a 2 sentence note every single visit. Has anyone else lost a steady client over something that seemed small at the time?
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faith275d ago
Honestly I gotta push back on this... you said she felt like you "didn't care anymore" but maybe she was just looking for an excuse to switch. Weekly check-in texts seem overbearing to me, like are you her friend or her cleaner? Some clients just want you to do the job and leave them alone.
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