Keep customers returning.
Winning a customer costs real money. Keeping one is nearly free — but only if someone actually asks them back.
The retention engine
The follow-up most trades businesses never get time to run:
- ✓Service reminders — annual services, inspections and maintenance windows
- ✓Renewals — contracts and service plans opened early, not lapsed quietly
- ✓Reviews — requested at the right moment, from the right jobs
- ✓Referrals and cross-sell — prompted when satisfaction is highest
Why it compounds
Repeat customers cost less to win, book faster, refer more and dispute less. A retention engine turns each completed job into the start of the next one.
Measured on retained revenue
Repeat rate, renewal rate, review rate, referral volume and retained revenue — not send counts.
Questions
The honest answers.
When should we ask for a review?+
Shortly after the job completes, while satisfaction is highest — and only on jobs that went well. The engine picks the moment and the channel.
How early should renewal conversations start?+
Typically 60–90 days before expiry for commercial contracts. Early conversations renew on value; last-minute ones renew on price, if at all.
We have a big customer database. Is that enough?+
It's a strong start — a valuable database is one of the best reasons to begin with Retain and database reactivation rather than paid media.
Is retention included in every package?+
Core includes a standardised reminder or review workflow; Growth adds one agreed retention workflow; Full Journey Partner runs the whole programme.
Find the part of your customer journey worth fixing first.
A free 30-minute Journey Review. We identify the highest-value gap and tell you what should happen first.