cleaning service oakland
BOOK NOW
CLIENT LOGIN
510-788-0048
Skip to main content
Office Resources
< All Topics
Print

Retention + CRIS Process

Posted
Updated
Byadmin
0 out of 5 stars
5 Stars 0%
4 Stars 0%
3 Stars 0%
2 Stars 0%
1 Stars 0%

Purpose

The Client Retention System (CRS) ensures every client considering canceling recurring service receives a thorough review before their account is canceled. Our goal is to understand the client’s concerns, resolve issues whenever possible, and accurately document every outcome.

Success Goals

  • Resolve every retention case within 3 business days.
  • Speak directly with the client in 90% or more of retention cases.
  • Understand the client’s true reason for canceling before processing the cancellation.
  • Whenever new information is learned from the client, immediately use the “Re-Analyze with New Info” feature. The updated analysis may recommend a better retention strategy or program that was not identified during the initial analysis.
  • Document every interaction, including calls, voicemails, texts, emails, and notes.
  • Never process a cancellation without proper documentation.

Step 1 – Run the CRS Analysis

When a client expresses any intention to discontinue recurring service (cancel, pause, reduce frequency, etc.):

  • Open the client’s account.
  • Run the CRS Analysis.
  • Review the AI Summary, Save Score, Follow-Up Recommendation, and Recommended Programs.

Training Resource video:

Step 2 – Call the Client

Our goal is to speak with the client and better understand their situation.

During the conversation:

  • Listen first.
  • Ask open-ended questions.
  • Understand the true reason for canceling.
  • Document everything learned.

Do not assume the initial CRS analysis has the complete picture.

Step 3 – If the Client Doesn’t Answer

If the client does not answer:

  1. Leave a warm, professional voicemail.
  2. Immediately send a follow-up text message.
  3. Create a follow-up reminder in MaidCentral.

Training Resources:

Continue following up until:

  • You speak with the client, or
  • Three business days have passed.

Step 4 – Create a Follow-Up Reminder

Every unresolved retention case requires a follow-up reminder.

The reminder should include:

  • Date
  • Call attempted
  • Voicemail left
  • Text sent
  • Next follow-up date

Continue follow-up un