Eddie Hartman

They say, well, other people provide this and they provide that.

And I realize they're talking about things my client also provides, but my client didn't

make enough noise about it.

So if you can figure out where they fit in that grid, that's really simple grid, money, value, me or them, right?

Then you can figure out how do you stop churn.

But the best way to do it, if you wait until somebody picks up the phone and says, I'm canceling, you are way too late.

It's like trying to save a tooth when you're at the point where the tooth hurts so much that, you know, come on, you should have taken better care of your teeth, right?

So

What you have to do is from the moment that they say yes, that honeymoon moment, you need to ask them about their goals.

What's the value that they're looking for?

What do they want to get from you?

And then you need to remind them that they're getting it.

If you can, I mean, you're into larger customer base, but for other people, if you can set appointments with them to talk about how much value are you getting?

How can I give you more?

If you can, invest in creating a risk score to tell you these are the customers that might leave long before they pick up the phone.

Try to give them a little bit more love and attention.

But honestly, the best thing that you can do... Okay, so what we said was people...

churn because something has fallen off in terms of that money to value equation it's either you or it's them right because they said yes once so something changed find out what that is and now you have your strategy for how to talk to them second thing we said was don't wait for them to pick up the phone that's too late you know that's true you can't save the really i mean you can and people do but it's expensive they've already found somewhere else to go at that point

talk to them earlier, de-risk them.

But I will tell you the single best thing that you can do, the single best trick for retention is the following.