Page 11 - The Standard - May 2019

Sales & Account

Management

As everyone knows the big word in LEO this year is
retention, having finished 2018 on 25% churn. We are
striving to improve and the way we are doing this is by
working closely with the centre teams to ensure that
we are getting to know each client as much as possible,
whilst continuing to gather information on our clients to
avoid missing any potential losses that could be avoided.

Many of you will be attending the “Clients for Life” training
course and we look forward to seeing the results this training
will have on churn over the coming year! In addition, we are
carrying out a segmentation exercise looking at who we have
in our buildings and their behaviours to understand how we
can work better with our clients. This exercise is still in the early
stages and a number of departments across the business have
already been involved. Once completed we will be using the
findings to further improve our client retention.

To continue the focus on offices which haven’t sold
over a period of time, we have identified several key
focus offices throughout the portfolio (including the
5th floor at Hudson House, 7.10 at Park House and
the LG at 65 Sloane Street) and put an action plan
in place to get these sold asap. This plan includes
pro-actively contacting dead/lost direct leads and the
launch of an agent incentive.

May 2019