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OPINION
My client retired – now what?
Building strong, long-term client relationships is essential, but navigating transitions requires trust, adaptability, and exceptional service.
A successful business is based on building strong, long-term working relationships with your clients. In our business, there is nothing better than having a client that grows to trust and depend on your advice and expertise. They value your work and your contribution to their organization’s success. They don’t question your scope of services or fees, because they understand the added value your firm brings to the table. These long- term relationships grow opportunities for your firm and allow you to work on exciting and rewarding projects.
Dan Houf, P.E.
Then one day you get the call that your favorite client is retiring, or selling the business, or taking another job, or being promoted to a role outside of day- to-day design and construction. Unfortunately, I’ve received several of these calls recently. I have had some of my best clients – clients I have worked with for almost 30 years – retire or move into new roles. Throughout my career, I have experienced numerous client transitions, and I know that they can go in a few different directions. Some client transitions are seamless – the new client has worked directly with you or your firm over the years, supporting your main client contact. Systems are already in place between the organizations, and
the roles and expectations are agreeable and well- defined. Other transitions are slightly more complicated. It may take a bit of time to understand how the new client operates, along with their individual nuances, and the concerns that motivate them. However, once you get to know one another, and your past client service is acknowledged, the transition ultimately goes well. Sometimes, it just takes completing your first successful project together. However, there are occasions where a new client can be difficult to work with. They may have established
See DAN HOUF, page 8
THE ZWEIG LETTER NOVEMBER 11, 2024, ISSUE 1561
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