The Client Retention Playbook

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Get free access to the retention system I use so that growth stops meaning replacing what leaked out.

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You are winning clients faster than you are keeping them, so a large part of every year is spent standing still and calling it growth.
Your clients hear from you twice a year, both times to ask for records, which is not a relationship and will not survive a competitor ringing them.
You believe clients leave over price, because that is the polite reason they give, when the actual reason is almost always silence.
Your onboarding is slow and quiet, so a new client decides they made a mistake in week two, long before you produce any work for them.
You have never made a phone call with no agenda, because it does not feel like work, and it is the highest return activity in your practice.
You miss the signals that arrive months before somebody leaves, particularly the client who has quietly stopped asking you questions.

The churn arithmetic showing why moving from 25 percent to 8 percent triples the value of every client you will ever win, without winning a single extra one.
The real reasons clients leave, ranked by share, with which of them are completely preventable.
A first ninety days sequence with seven dated touchpoints, including the small uninvited favour that buys more loyalty than any discount.
The six touchpoint year, laid out as a calendar, covering the whole client relationship in a manageable amount of contact.
The twelve minute call with no agenda, why almost no accountant makes it, and how sixty of them fit into twenty four hours a year.
The six warning signs of a leaver, the one to act on this week, and the phone call that saves the relationship about a third of the time.