🔁 SYSTEM 7: Retention & Reactivation
Goal: Keep your best customers coming back — and bring back those who’ve gone quiet.
🔍 The Outcome
Create a system that builds long-term relationships with existing customers while reactivating past customers who haven’t bought in a while — increasing your lifetime value without chasing new leads.
🚧 The Problem
Most businesses obsess over getting new customers and neglect the ones they already have. But it’s 5–10x easier to sell to someone who’s already paid you once than to convert someone new.
🧱 Framework:
The K.E.E.P. System
1. Keep in Touch
– Stay visible and valuable year-round.
Even your happiest customers will forget you if they never hear from you again.
Questions:
- Do you stay in touch with past customers after the job is done?
______________________________________________________ - What kind of emails, texts, or updates do you send to stay top-of-mind?
______________________________________________________ - How often do your customers hear from you?
______________________________________________________
2. Extend the Relationship
– Offer new ways to serve them.
Look for ways to continue serving your customers after the first job.
Questions:
- What follow-up service, package, or ongoing maintenance could you offer?
______________________________________________________ - Do you have a way to invite happy customers into repeat or seasonal services?
______________________________________________________ - What upgrades, bundles, or bonuses could extend the relationship?
______________________________________________________
3. Engage with Value
– Be helpful, not salesy.
Educate, entertain, or inspire. Customers who feel like you’re adding value will stick around longer.
Questions:
- Could you send seasonal tips, checklists, or updates relevant to your service?
______________________________________________________ - What content could position you as an expert in your industry?
______________________________________________________ - How can you make your follow-up feel helpful instead of pushy?
______________________________________________________
4. Prompt the Comeback
– Re-engage past customers intentionally.
Sometimes people just need a reason (and a reminder) to come back.
Questions:
- How do you know when a customer hasn’t returned in a while?
______________________________________________________ - Do you send a “we miss you” or special comeback offer?
______________________________________________________ - What could you offer to re-spark interest from a dormant customer?
______________________________________________________
🛠 Build Plan
- Segment your past customers list
- Send a monthly or seasonal value-based email
- Build a retention campaign (upsell, cross-sell, subscription)
- Create a “come back” campaign for dormant customers
- Automate reminders based on last service date
- Track retention and reactivation rate over time
💡 Pro Tip
Your past customers are your hidden goldmine. They already trust you — now you just need to show up again.