EP # 206 - Beyond Marketing: The 10 Client Retention Mistakes Costing You Thousands

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EPISODE OVERVIEW:
Marketing brings clients in, but what if your business is like a leaky balloon? 

No matter how much water (leads) you pour in, it keeps leaking out. In this episode, Maggie reveals 10 non-marketing ways service-based businesses lose clients and leave money on the table, especially crucial for businesses scaling past six figures.

KEY TOPICS COVERED:

The 10 Ways You're Losing Clients:

1. Not Offering Next Appointments - Make rebooking easy at service completion
2. Missing Email Marketing - Nurture relationships between visits
3. Poor Sales Skills & Process - Transform 30% conversion to 80% like Maggie's home services client
4. Transactional Mindset - Focus on experience, not just transactions
5. Wrong Staff Hiring - Look beyond technical skills to attitude and culture fit
6. Inadequate Staff Training - Align team with mission, vision, and brand values
7. No Cancellation Policy - Professional policies show structure and professionalism
8. Poor Follow-Up Systems - Reminder systems and rebooking processes
9. Lack of Relationship Building - Connection creates loyalty beyond price competition
10. Missing Upsell Opportunities - Proactively identify and address additional client needs

FEATURED SUCCESS STORY:
Home services business owner increased conversion rate from 30% to 80% through improved sales process and discovery conversations.

KEY FRAMEWORKS MENTIONED:

• T.O.P. CEO Formula - Maggie's signature scaling system
• The Leaky Balloon Analogy - Why marketing alone isn't enough for sustainable growth

GOLDEN NUGGETS:
• "When you live and breathe your mission and vision, and your team does too, that's when you stay aligned and grow the fastest"

• "It's not just about helping with back pain or glowing skin - it's about how clients feel when they interact with your brand"

• "Connection creates loyalty - clients won't leave for cheaper prices when they feel like you're almost friends"

ACTION STEPS:

1. Audit your client journey from discovery to post-service
2. Implement next-appointment booking at service completion
3. Review your sales process and conversion rates
4. Evaluate staff training on brand values and client experience
5. Create systematic follow-up processes for cancellations and rebooking

CONNECT WITH MAGGIE:
Ready to plug the holes in your business and scale sustainably? 

Book a complimentary consultation to discuss what's stopping you from scaling without burning out -https://www.stairwaytoleadership.com/