Keep clients happy without driving yourself crazy.
Retention is the cheapest growth there is. Three tabs: your delivery basics, a map of your client's journey, and an audit of how it feels.
Your client-servicing framework
Mark where each element stands today.
Set expectations
Both ways: what they expect of you, and what you expect of them.
Set systems
One place for projects, tasks, owners and due dates. Plan Monday, recap Friday.
Set rituals
A monthly conversation at minimum. Something on repeat that builds habit.
Set culture
Celebrate clients and add human touches that make working together enjoyable.
Set boundaries
Say no to unreasonable requests, kindly and firmly.
Mark each element to see your score.
Your retention engine
Be honest about how long clients stay.
Your first move
Pick one element to fix this month.
Your client journey map
Walk through what a client goes through, step by step. Mark how each step feels to them.
Mark how each step feels to see the curve.
The CLIENT experience audit
Rate each principle from 1 (poor) to 5 (excellent), as your clients would.
CClear
Clients always know what happens next, what it costs and who to ask.
LLow-effort
Buying, onboarding and working with you takes little effort on their side.
IIntentional
Every touchpoint is designed on purpose, not left to chance.
EEngaging
Clients stay involved and feel part of the work.
NNurturing
You care for the relationship beyond the deliverable.
TTimely
You reply and deliver when you said you would.
Rate each principle to see your score.
Your next three moves
One small, one medium, one big.
How this connects: Every extra month a client stays is revenue you don't have to win again.
Get your results
Add your details to see your results and download your PDF.