New business is undeniably fab for any company, but at Glu we’ve always believed success is measured by how many of these clients choose to work with us again.
That’s why we’re so proud to share that 111 clients returned to us last year to fill a second vacancy. This figure isn’t just a number – it represents trust, satisfaction, and the strong relationships we’ve built.
While we drum the importance of good customer service into our team every day, every quarter we make things a little interesting with a client retention day.
It’s the perfect chance to proactively check in with current clients, review the progress of new starters and deliberate where we can inject a little healthy competition among the team.
April’s was a huge success and we’re thrilled to have been able to onboard 15 new vacancies from simply checking in and catching up.
Here’s our take on why this is important.
Why client retention matters
1. Deepens trust & loyalty
When a client comes back, it’s a clear sign that they trust you to deliver great results again. Trust is the foundation of any long-term business relationship, and nurturing it pays off.
2. Cost-effective growth
Retaining existing clients is often far more cost-effective than acquiring new ones. The groundwork has already been laid, and the relationship can grow more naturally!
3. Proof of service quality
Repeat business validates that your service genuinely works. It’s one of the strongest endorsements a company can receive.
Our top tips for client retention
We’ve learned a lot about what keeps clients coming back, and here are some of the key strategies that work for us:
Stay proactive
Never wait for your clients to reach out with issues or needs. Regular check-ins – whether by call, email, or face-to-face meetings – show that you care and keep you top of mind.
Make it personal
A one-size-fits-all approach doesn’t work in client management. Tailoring your communication to each client’s specific needs and circumstances makes a huge difference.
Reflect & improve
We always ask for feedback and, more importantly, act on it. This shows clients that we’re listening and committed to continuous improvement.
Celebrate wins together
Every placement and project milestone is a shared success. We make it a point to celebrate these moments, which helps build a stronger partnership.
Motivate your team
A motivated, engaged team provides better service. Our internal competitions around client retention not only add fun but also keep everyone focused and driven.
Look after your clients and customers – because they’re what make you successful!