retention strategies

 

People do business – and keep doing business – with people they know, like, and trust.

Here are 7 retention strategies to try to keep your customers for the long term:

  1. ๐—–๐—ฎ๐—น๐—น ๐—ฐ๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐˜€ ๐—ฎ๐—ป๐—ป๐˜‚๐—ฎ๐—น๐—น๐˜† ๐˜„๐—ต๐—ฒ๐—ป ๐˜๐—ต๐—ฒ๐—ถ๐—ฟ ๐—ป๐—ฒ๐˜„ ๐—ฝ๐—ผ๐—น๐—ถ๐—ฐ๐˜† ๐—ต๐—ถ๐˜๐˜€ ๐˜๐—ต๐—ฒ ๐—บ๐—ฎ๐—ถ๐—น. Each Monday morning run your โ€œpolicies billed previous weekโ€ lists and start following up.
  2. ๐— ๐—ฎ๐—ถ๐—น ๐˜๐—ต๐—ฒ๐—บ ๐—ฎ ๐—•๐—ถ๐—ฟ๐˜๐—ต๐—ฑ๐—ฎ๐˜† ๐—ฐ๐—ฎ๐—ฟ๐—ฑ โ€“ or give them a call on their birthday. [BONUS: birthday lists are always a good reminder for term life conversations.]
  3. ๐—–๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ ๐—”๐—ฝ๐—ฝ๐—ฟ๐—ฒ๐—ฐ๐—ถ๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—ฒ๐˜ƒ๐—ฒ๐—ป๐˜. This one has become a bit more challenging during COVID; however, annual appreciation events or quarterly โ€œwelcome to agency eventsโ€ have always been a hit with customers and allow your agency to stand out against your competition.
  4. ๐—›๐—ผ๐—น๐—ถ๐—ฑ๐—ฎ๐˜† ๐—ฐ๐—ฎ๐—ฟ๐—ฑ๐˜€. You can send a generic card to all customers or you can handwrite cards to the TOP 50 or 100 premium by household customers in your book.
  5. ๐—™๐—ฎ๐—ฐ๐—ฒ๐—ฏ๐—ผ๐—ผ๐—ธ (be friends with your customers through your personal page). Consistently like and comment on their posts and youโ€™ll find they will โ€œlikeโ€ you a lot more. When you are friends with a fellow small business owner be sure to promote their page and share events they have coming up.
  6. ๐—š๐—ฟ๐—ฎ๐˜๐—ถ๐˜๐˜‚๐—ฑ๐—ฒ ๐—ฎ๐—ป๐—ฑ ๐—ฎ๐—ฝ๐—ฝ๐—ฟ๐—ฒ๐—ฐ๐—ถ๐—ฎ๐˜๐—ถ๐—ผ๐—ป. These should be given with every single interaction. Open and close by expressing gratitude. โ€œ๐˜ž๐˜ฆ ๐˜ฌ๐˜ฏ๐˜ฐ๐˜ธ ๐˜บ๐˜ฐ๐˜ถ ๐˜ฉ๐˜ข๐˜ท๐˜ฆ ๐˜ฑ๐˜ญ๐˜ฆ๐˜ฏ๐˜ต๐˜บ ๐˜ฐ๐˜ง ๐˜ฐ๐˜ฑ๐˜ต๐˜ช๐˜ฐ๐˜ฏ๐˜ด ๐˜ธ๐˜ฉ๐˜ฆ๐˜ฏ ๐˜ช๐˜ต ๐˜ค๐˜ฐ๐˜ฎ๐˜ฆ๐˜ด ๐˜ต๐˜ฐ ๐˜ช๐˜ฏ๐˜ด๐˜ถ๐˜ณ๐˜ข๐˜ฏ๐˜ค๐˜ฆ, ๐˜ธ๐˜ฆ ๐˜ข๐˜ฑ๐˜ฑ๐˜ณ๐˜ฆ๐˜ค๐˜ช๐˜ข๐˜ต๐˜ฆ ๐˜บ๐˜ฐ๐˜ถ ๐˜ค๐˜ฉ๐˜ฐ๐˜ฐ๐˜ด๐˜ช๐˜ฏ๐˜จ ๐˜ถ๐˜ด.โ€ When you end every interaction with those words (face to face, e-mail or voicemail), you will stand out and be an agent people want to stick with.
  7. ๐— ๐—ฎ๐˜…๐—ถ๐—บ๐—ถ๐˜‡๐—ฒ ๐—บ๐—ฎ๐—ถ๐—น๐—ถ๐—ป๐—ด๐˜€. Iโ€™ll only count this one as a โ€œhalf.โ€ Do you have to send something โ€œsnail mailโ€ to a customer? Be sure to add gratitude and appreciation to that too! Create an agency flyer or postcard or a copy of your referral program into each envelope.

People want to be part of something special, something different.ย People leave companies, they don’t leave friends.

Create and consistently deliver on your retention program using these retention strategies today. Itโ€™s much easier (and cheaper) to RETAIN current business versus ACQUIRING new business.