By Heather Ferrari
Here’s the thing: getting a client is hard work. Keeping them? That’s the gold standard. Retention doesn’t happen by accident. It happens by design. And if you want a business that doesn’t just survive but thrives year over year, then you need a client retention strategy that goes beyond the occasional thank-you email or holiday card. You need intentional, authentic, and strategic touches that show your clients you’re in this for the long haul.
So let’s break it down: here are the top 10 client retention touches I teach my coaching clients—from real estate pros to loan officers to powerhouse entrepreneurs who know that loyalty is the new luxury.
First impressions matter. Start your relationship off right with a memorable onboarding experience. This could include:
This touch sets the tone for everything that follows.
Most businesses only call when they want something. You stand out when you check in without a pitch. Call or message just to ask, “How’s business?” or, “What’s something you’re working on right now?”
These personal, unprompted conversations build trust faster than any promo email.
Clients want to know they’re growing. Schedule quarterly calls or check-ins to:
Even if you’re not in a service that requires regular updates, do it anyway. This shows you care about their results.
Your clients should feel like insiders. Offer:
This adds value without a price tag and creates a community around your brand.
Whether it’s virtual or in-person, host something just for them. A wine tasting, business brunch, or private coaching Q&A. You don’t need hundreds of attendees—you just need meaningful moments that deepen the relationship.
Everyone expects a holiday card. But what about a birthday message? Or sending coffee on a Monday just because? Surprise touches create emotional stickiness. It tells them: you’re not just a transaction—you’re a relationship.
Tag your clients when they’re crushing it. Share their wins. Write a LinkedIn endorsement. It takes five minutes, and it makes them feel seen. Plus, it positions you as a connector, not just a coach or service provider.
Not just testimonials—real feedback. Ask questions like:
Then, act on it. Clients remember when they see their voice reflected in your business.
Celebrate how long you’ve worked together. Whether it’s 6 months or 6 years, send a note, gift, or even a meme that says, “We’ve come a long way.” Loyalty goes both ways—and acknowledging it makes people want to stick around longer.
The best retention strategy? Don’t treat clients like a quota. Be human. Show up consistently. Celebrate their wins. Acknowledge their losses. Send funny reels. Invite them to your events. Ask about their dog.
Business is personal. Make it feel that way.
Retention isn’t a spreadsheet stat—it’s an experience. Every touchpoint is a chance to deepen trust or lose it. If you want clients for life, you have to show up like a partner, not just a provider.
Implement just 3 of these touches, and you’ll see an uptick in referrals, renewals, and raving fans. Implement all 10, and you’ll build a business with clients who never want to leave.Looking to build this into your systems and scale your client experience?
Let’s talk. Book a strategy session at www.heatherferrari.com.
