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Lost my biggest client at 4:47pm on a Friday in March, and the fix started at the coffee shop
I run a small bookkeeping shop out of my spare room in Boise, and back in March I watched my biggest account, about $1,400 a month, walk out the door over a dumb mistake I made on their payroll taxes. I was sitting at my desk at 4:47pm on a Friday when the email hit, and my stomach just dropped because I knew it was my fault, I filed one form late and it cost them a small penalty. I spent that weekend mad at myself, then Monday morning I grabbed coffee at the shop down the street and ran into a guy who runs a lawn care company, and we got to talking about how he'd just lost two customers the same way. I asked him what he did, and he said he started sending a one page update every single month so clients never felt in the dark, which sounds obvious but I'd never done it. So I built a simple template and sent it to my seven remaining clients that week, and two of them told me it was the first time they actually felt like they knew what I was doing. Six months later I picked up three new referrals from that same coffee shop guy, and I still send that monthly page. Anyone else here found a small habit that accidentally turned into a growth channel?
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the_amy23d ago
Started doing the same thing after a client told me she had no clue what she was paying me for each month. Now I send a quick note on the first of every month and it's turned into my best word of mouth tool, two referrals just from clients showing it to their friends.
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