Understanding the Role of Client Pain in Retention

3 Out of 4 Projects Fail Due to Misdiagnosis... here’s how to change that. The Doctor Framework: In a consulting world crowded with “solutions,” what if the secret to true client impact was a shift to diagnosis first? The Doctor Framework is designed to help senior executives-turned-consultants leverage their expertise in a solutions-based sales approach. Here’s why this method is a game-changer for creating long-term client relationships and real outcomes: 1. Diagnose the Pain 🩺 Much like a doctor would with a patient, this phase is about identifying core issues... not just symptoms. Research shows that 80% of s uccessful client interactions hinge on active listening (HubSpot, 2021). For consultants, that means asking pointed questions and focusing on what the client’s really saying... often between the lines. This phase sets the tone for trust and accurate problem-solving. 2. Verify & Prioritize 📋 Too often, consultants jump to solutions without fully verifying the core problem. In fact, 75% of misaligned projects stem from a misunderstanding in the initial discovery phase (PMI, 2022). Encourage clients to prioritize their biggest hurdles and validate the diagnosis before prescribing. This ensures they’re bought into the process, which paves the way for collaborative solutions. 3. Co-Create the Solution 🤝 People support what they help create. Rather than prescribing a one-size-fits-all answer... work with clients to co-create their roadmap, personalizing it to their needs. This consultative approach builds trust and client ownership, leading to better buy-in and outcomes. According to LinkedIn, solutions tailored with client collaboration improve client retention by 42%. 4. Start with Small Wins 🏆 Quick wins build momentum. In fact, research from McKinsey shows that starting with small but impactful projects leads to a 30% higher likelihood of client re-engagement. The goal is to: - secure initial buy-in - build credibility - set the stage for longer-term partnerships. Propose a quick-hit project to deliver immediate results, reinforcing the client’s confidence in both the process and the partnership. 5. Become the Trusted Advisor 🔗 Once the foundation is laid, follow-up and deepen the relationship. Check-in regularly, provide added value, and actively look for new opportunities to expand your impact. By positioning yourself as a long-term ally, not just a vendor, you’ll move from “consultant” to “advisor.” Statistics reveal that 90% of clients who see consistent value are more likely to refer additional business. Ready to level up your consulting approach? Implement the Doctor Framework and start creating meaningful, lasting relationships. Anything you'd add?

I get it—closing deals is exciting. No one likes to close deals more than I do. You hit your quota, ring the bell, everyone claps. But here’s the thing: It's a marathon, not a sprint. If all you care about is closing, you’re setting yourself up for long term failure. 💼 Being successful in SaaS sales (any sales for that matter) is about how well you solve problems. If you’re pushing for a close before understanding what your customer really needs, you’re basically just throwing spaghetti at the wall and hoping it sticks. I've been working with client looking to figure out why their churn rate is skyrocketing. Not to be a spoiler, but it turns out that they are much more interested in closing a deal than they are in helping their clients solve a real problem. Churn = slow, painful death. Here’s what I had to tell them—and what I tell every sales rep who thinks closing deals is the end-all-be-all: 1. Listen More Than You Talk - You've got 2-ears and 1-mouth for a reason - I can’t tell you how many times I’ve seen salespeople talk themselves out of a deal. Just shut up and listen. They’ll give you the answers to the test. Your job isn’t to rattle off features or recite your product demo—it’s to identify the pain points and offer a solution. For my client, this was a game changer. Once they started actually listening to their customers, they could tailor their approach and make the sale a lot more smoothly. This also makes customer retention easier too. 2. Qualify Hard, Disqualify Harder Alex Cramer is the best at this. Not everyone is a fit for your product. The reality is, if you’re pushing deals through just to hit your numbers, you’re going to end up with customers who churn faster than you can onboard them. Churn = slow, painful death. (I should put it on a t-shirt) I worked with this client to focus on the ones who are a great fit. Let's get the "ideal" back in ICP. It’s always better to lose a deal upfront than deal with a churn nightmare down the road. 3. Deliver Value at Every Stage, Not Just at the Proposal So many sales teams act like the only point of the sales process that matters is the proposal stage. This couldn't be more off base. If you’re not delivering value at every touchpoint, you’re basically just throwing in the towel early. The sales team at this client raced to get proposals out the door, but were like robots during the overall sales process. We changed that. We focused on delivering value at every conversation. To be curious and empathetic. Not surprisingly, the deals started closing faster, and the churn rate? Down. Win. Bottom line: If you’re laser-focused on closing without solving, you’re setting yourself up for short-term wins but long-term headaches. SaaS success isn’t about closing—it’s about solving real problems and building lasting relationships. So what’s your secret to shifting from “salesperson” to “problem-solver”? Drop your best tips below! 🛠️👇

Saturday Case Study: Client Retention - Sanford Packaging Service Jack Sanford, owner of Sanford Packaging Service, had a serious challenge; his company was losing nearly half of its customers after their first purchase. Their churn rate was almost 50%, making it difficult to grow and develop sustainable long-term revenue. The first step was identifying why customers weren’t returning. We analyzed the entire sales and client acquisition process, looking at how customers were brought in, what they were buying, and why they weren’t purchasing again. We also reviewed fulfillment and delivery to ensure product quality and service met expectations. One major issue was that customers weren’t aware of the full range of products available. They bought a single packaging solution without realizing Sanford Packaging Service could meet their ongoing needs. To fix this, we implemented a post-purchase follow-up process, educating customers about complementary products and offering reorder incentives. We also streamlined order fulfillment and delivery, ensuring customers received their products faster and with better communication. A loyalty program was introduced, rewarding repeat purchases and strengthening relationships. Within a year, customer retention improved by 30%. The key was a simple understanding of why customers left, improving communication, and making it easier for them to stay. Jack’s story shows that small changes in customer engagement can have a huge impact on long-term business success.