I have been very vocal and passionate over the last several years as it relates to keeping your clients put. Many of you have heard me lecture on the importance of client retention and have cringed with me as we look at national turnover rates of 20-25% per year. One out of four clients not returning each year seems criminal. While we continue to work to turn that trend around, we must also balance some of our time and attention to courting new clients. Our July issue of the monthly Insiders' Insight Benchmark Report continues to reveal a decline in new clients over previous years. Are you are seeing this trend in your practice? Are you even measuring for it? You really need to know where your practice stands. Meet with your staff to see what insight they can offer. In addition, start some counter measures to reverse this trend. Make sure the new clients that are walking through your doors are going to stay with you by ensuring their first experience is a positive one. After all, they could be your golden ticket to your next set of new clientele in the near future.
Brian C. Conrad, CVPM
VHMA President