Attrition

Keeping and retaining our customers.

Goal

• Keep our attrition under 3.5%

How is this measured

• By how many current clients we have and how many are dropping off

• Divide how many have terminated by how many recurring clients we have
  • Example
  • In December there were 488 recurring customers and 36 of them canceled services with us.
  • We take 36 and divide that by 488 which means we had 7.4% attrition in December

How do you lower the attrition and keep it low?

• Ask questions
  • “Oh no Debra I’m sorry to hear you are canceling with us.  What is the reason for doing so?”
  • Find out the WHY behind it!!
  • Most people don’t want to tell you they are unhappy
  • Be empathetic!!
• Let them know we care
  • Even if it was not us, ask them if there is anything we could have done better?
• Make sure our quality is there
  • Are we wowing the customer and if not why???
  • Make sure we handle complaints immediately and hold the techs accountable
  • Follow up calls with customers
  • Lower our complaints through accountability

Keeping track of our canceling customers in L27

• Track them in a google doc
• Choosing the right reasoning
• Ensure only proper reasons are being used
• Only log customers that had two or more services

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