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How to Use the Client Retention Report

The Client Retention Report is a valuable tool for tracking client return rates and assessing employee performance. It provides insights into whether clients have returned to the same employee, switched to a different employee, or have not returned at all. This article outlines how to access and utilise the report effectively.

Accessing the Client Retention Report

  1. Navigate to Tools and Reports:

    • Go to the "Tools" section on the right hand side navigation bar.

    • Press the "Reports" icon

  2. Expand the "Employee" Reports Tab:

    • Locate the "Client Retention Report (90 Days)" under the Employee section.

Configuring Date Ranges

  • Set Visit Period: Choose a date range for client visits.

  • Adjust Retention Period:

    • Default is 90 days.

    • Customise retention periods, e.g., 30 days, to match your business needs.

Example:

  • If reviewing January and February visits, set the end date by late March or April.

  • Check whether clients returned within the customized timeframe, such as by the end of May.

Key Metrics in the Report

The report provides detailed insights, including:

  • Employee Performance: Tracks individual employees' client retention.

  • Total Clients: Number of clients during the selected period.

  • Retention Details:

    • Clients who returned to the same employee.

    • Clients who switched to a different employee.

    • Clients who did not return.

Drilling Down for Client Details

  • View Client Lists: Double-click on client tabs to access detailed client information.

  • Follow-Up Opportunities:

    • Contact retained clients for feedback.

    • Reach out to lost clients to understand their experience and potentially win them back.

Actionable Insights

  • Analyse Trends: Identify patterns in client retention and employee performance.

  • Improve Client Engagement: Use the report to create targeted follow-up strategies.

  • Customise Reporting: Adjust date ranges and retention periods to meet specific goals.

Final Tips

  • Regularly review the report to monitor retention trends.

  • Leverage insights to improve customer service and retention strategies.

  • Use client details for personalised follow-ups and marketing campaigns.