When a client is happy it is evident that they are receiving good service. But it goes deeper than that doesn’t it? Clients are a lot like us, the average consumer. We want to ‘feel’ like we are important when we are in a place of business or conducting business over the phone. We want to be treated with respect and if it is a long term business relationship, that ‘personal touch’ goes a long way. Without this, service is just service and there isn’t much to hold on to. Anyone can provide a service. Relationship development is the key to client retention.