Most of the time the business owner is either ignorant or naive to their customer retention so simply asking them will not be enough.

You can use the same method of communicating with client that we discussed in last module, you may even use the same information you gathered during client fulfillment bottlenecks.

In communicating with current clients to better understand retention problems I recommend personally reaching out to struggling clients, reading customer service emails, and even sending out “satisfaction surveys” that ask for their feedback anonymously.

You may learn of massive gaps between what the marketing is promising and what customers are experiencing, DO NOT try to hide this, gather evidence and bring it to the attention of your client as soon as possible.

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