Retention + CRIS Process
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:
- Leave a warm, professional voicemail.
- Immediately send a follow-up text message.
- Create a follow-up reminder in MaidCentral.
Training Resources:
- 🎧 Voicemail recording
- 📷 Ccreenshot showing how to create a follow-up reminder.
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 until the case is resolved.
Step 5 – Re-Analyze When New Information Is Learned
This is one of the most important steps in the process.
If the client provides additional information that was not available during the initial CRS analysis:
- Click “Re-Analyze with New Info.”
- Enter the new information.
- Run a new analysis.
- Review the updated recommendations.
The CRS can only provide the best recommendations when it has complete and accurate information.
Training Resource:
Step 6 – Choose the Appropriate Outcome
Based on the updated CRS recommendations and your conversation with the client, select the appropriate outcome.
Possible outcomes include:
- Offer Recommended Program
- Offer Backup Program
- Escalate to Management
- Save as Pending
- Need More Information
- Process Cancellation
Training Resource:
Step 7 – If the Client Cannot Be Retained
If reasonable retention efforts have been completed and the client still wishes to cancel:
- Ask the client to complete the Cancellation Form.
- If they are unable or unwilling to complete the form, complete the Master Schedule Change Form.
- Document the cancellation reason and all retention efforts.
Do not process recurring cancellations without documentation.
Step 8 – Close the Case
Before closing the retention case, confirm that:
- All conversations and outreach attempts are documented.
- Follow-up reminders have been completed.
- The final outcome has been selected.
- Cancellation documentation has been completed (if applicable).
- The account has been updated.
Golden Rule
The first CRS analysis is only as good as the information available.
Always have a conversation with the client whenever possible. If you learn anything new, re-analyze the account before deciding on the next step.
Many accounts are successfully retained because the updated analysis recommends a different solution after additional information is provided.