Flying back from a full day of discovery with a new customer (#backtofacetofacemeetings). My mind is buzzing. Thinking about the day, the information, and how best to approach next steps. One of the main goals for this client is higher Retention Rates. (“Heard your Emotional Relevance does wonders when it comes to relationships with clients” is what he told me when we first talked). After the pleasantries and the 25-cent tour of his offices, we sat down to break things down.