As many of you who’ve received my performance tips over the years know, I normally wouldn’t send something like this. But the feedback from professional service providers like yourself on my recent interview with the legendary John Ray, host of The Price and Value Journey podcast, has been overwhelmingly positive. Several have suggested that I share it here for the fall push to finish the year strong.
In the episode, I share real-world, experience-driven insights from my bestselling book on how to deepen relationships, retain more clients, and stand out in a market where 25% of people are actively switching service providers.
This isn’t theory—it’s happening right now. And if you’re relying on “satisfied” clients to stay, you may be at risk.
Here are just a few takeaways:
- We’re in The Great Reevaluation—clients are leaving because they feel taken for granted.
- “Satisfied” clients are often loyalty neutral—20–30% will still leave for better options.
- Words matter— “Feel welcome to call” creates more emotional connection than “Feel free to call.”
- Upgrade your CRM into a CXM (Customer Experience Management) system with personal details that truly matter.
- A thank-you note after a “no” can position you for future opportunities.
- In an AI-driven world, human connection still wins—kindness and empathy set you apart.
If you’re ready to take client experience to the next level and become the go-to advisor, leader, provider in your market, this episode is worth a listen.
Feel welcome to forward this to your peers and post it on your LinkedIn profile or blog. Enjoy Labor Day weekend!