When does client retention start?

At the end of the first year of working with my first Accountant, I received an email.  “Thank you for your business and for working with us for the coming year, please find attached your invoice.”

Now, I hadn’t heard from the Business Owner since month one when we were in set-up and hand-over.  Not a jot, nada, zilch, dickie bird.  I was a little taken aback that they had assumed I was continuing.  I replied, “Thanks for your email, what makes you assume I am staying with you?”

I got a call within 60 seconds from him...

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