🔁 SYSTEM 8: Retention & Reactivation
Goal: Keep your best customers coming back — and win back old ones who went quiet.
🔍 1. The Outcome
Build a system that increases lifetime value by staying in touch, offering value, and re-engaging customers at the right time — so you make more without chasing new leads.
🚧 2. The Problem
Most businesses focus only on new customers and forget the goldmine in their past clients. Without follow-up, even happy customers drift away, forget you, or go to a competitor.
🧱 3. The Framework: The “K.E.E.P.” Method
- Keep in Touch – Stay top-of-mind with consistent communication
- Extend the Relationship – Offer new services, packages, or perks
- Engage with Value – Provide helpful, seasonal, or educational content
- Prompt the Comeback – Reach out to old customers with offers or updates
💬 4. Key Questions to Answer
KEEP IN TOUCH:
- Do you regularly email or text past customers?
- Are you posting on social media where they might still see you?
- Do they hear from you even when they’re not buying?
EXTEND THE RELATIONSHIP:
- What else do they need after your first service?
- Do you have a maintenance plan, check-in offer, or seasonal service?
- How can you bundle or upsell services without being pushy?
ENGAGE WITH VALUE:
- Could you send seasonal reminders or tips?
- What would educate or help them care for their home, property, or equipment?
- Are you sharing before/after photos, success stories, or new updates?
PROMPT THE COMEBACK:
- How long has it been since you last reached out to inactive customers?
- Could you send a “We miss you” message with a limited-time offer?
- What would make it easy or exciting for them to come back now?
🛠️ 5. Build Plan
✅ Build a past-customer list (email, phone, or both)
✅ Create a monthly email or text campaign
✅ Set reminders for seasonal outreach (spring AC, fall plumbing, etc.)
✅ Develop a comeback offer for inactive clients
✅ Launch a loyalty or repeat-customer incentive
✅ Track repeat customer revenue over time
💡 Pro Tip
It’s easier (and cheaper) to keep a customer than to find a new one. If you stay present and helpful, they’ll come back again and again.