pay attention to retention
DESCRIPTION
Want to keep patients around longer? We dive into metrics and other strategies that you can start using TODAY!TRANSCRIPT
Pay Attention To Retention!
Business Pros Webinar
Things to be aware of…
•Stability for your business• Recurring revenue is where it’s at!
•Healthier relationships• Return customers are happier and more valuable
•Stable foundation as you move forward• You’ll have an audience for future service offerings or product launches
What can YOU do?
• Customer Service Audit• What are you doing…
• When customers walk through the door?• After customers leave?• When customers are at home?
• Are you paying attention to the little things?• Office décor and ambience• Staff engagement and level of energy• Random acts of kindness
• Do you go above and beyond?• Remember names and personal details
• Dog’s name• Wife’s birthday
• These things cause people to connect with you. This is VALUABLE!
What are you tracking?
• Get to know your retention metrics• Most common: CLV = Customer Lifetime Value
• Total revenue of a client over the time they’re involved with your business/Time, in months or years, that they were involved
• Track this on a weekly basis, considering:• Your new patients & your old patients
• How is the CLV (or other retention metrics) changing?• Increasing = GOOD• Decreasing = BAD
Where do you start?
• Accounting & Customer Relations
• Create a spreadsheet that’s updated weekly by these departments or individuals• Add in revenue from Accounting• Add in average customer lifetime
