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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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