Daily Task: 15 minutes
Distribute yesterday’s blog post or Quickcast. Instructions here.
Project Focus: LEG
This week, we’re helping your clients use your service more often.
Yesterday, we took control of the schedule and told clients when to come back.
Today, we’re going to message clients and try to get them in more often. Think of this as “retain by chat”, though many would call it a ‘client check-in’. The most important thing to remember is that this check-in will not affect retention. Getting the client IN affects retention.
Follow this script:
Send a DM or text to 5 clietns on your list. Start with any you like – your goal is to do this with every client 2-3x per year.
Send this text: “Hey [client], how’s it going?”
Then ask a followup question about how your service is helping. If the client says “It’s been amazing!”, ask for a testimonial. If they say “It’s been pretty good!”, ask them to come back in for a touch-up or consultation. If they say “It hasn’t been going well,” ask them to come back in for a consultation.
For example, here’s how this conversation would work for a landscaping business:
Opening Question:
- Original: “How’s it going?”
- Lawn Care Adaptation: “How’s your lawn looking lately?”
Positive Responses:
- Original Response: “Amazing!”
- Lawn Care Adaptation: “It looks great!”
- Follow-up Question: “That’s awesome! What’s the biggest improvement you’ve noticed in your lawn recently?”
- Follow-up Dialogue:
- If they share a win: “I saw that! I’m so proud of how well your lawn is doing. Would you be okay if we share your success story with others?”
- If they agree: “Great! I’ll connect with you after our next service to get a testimonial. Sound good?”
- If they prefer not to share: “Totally fine! I’m still proud of the results.”
- Next Steps: “Are there any other lawn care goals or areas you’re focusing on?”
- If Yes: “Do you have time this week to make a plan for those improvements?”
- If No: “Great! Here’s a link to schedule a service or consultation at your convenience: [Calendar Link].”
Neutral Responses:
- Original Response: “Pretty good, I guess.”
- Lawn Care Adaptation: “It’s looking okay, but could be better.”
- Follow-up Question: “Happy with the progress of your lawn care so far?”
- If Yes: “What’s been the biggest change you’ve noticed?”
- If Not Really: “Would you like to take 10 minutes this week to assess your lawn’s current condition and make a plan for improvements?”
- Next Steps: Provide a scheduling link for consultation: “Here’s a link to schedule a review session: [Calendar Link].”
Negative Responses:
- Original Response: “Not well…”
- Lawn Care Adaptation: “Actually, it’s not looking great.”
- Follow-up: “Sorry to hear that! Let’s get things back on track. Do you have time to assess your lawn’s condition and create a new plan?”
- Provide a scheduling link: “Here’s a link to schedule a time at your convenience: [Calendar Link].”
Yes, Progress Achieved:
- Original Response: “I did XYZ!”
- Lawn Care Adaptation: “Yes, I saw some good changes.”
- Follow-up: “That’s awesome! What’s the biggest improvement you’ve seen?”
- Proceed with either sharing their success story or making further plans for future improvements.
No, Not Happy with Progress:
- Original Response: “Not really.”
- Lawn Care Adaptation: “Not as much as I hoped.”
- Follow-up: “No worries, we can definitely fix that. Do you have time this week to go over your lawn care plan and make adjustments?”
- Provide scheduling link: “Here’s a link to book a session: [Calendar Link].”
This adaptation keeps the conversation friendly and focuses on understanding the client’s satisfaction with their lawn while encouraging further engagement, whether through testimonials, planning, or addressing concerns.
