3 Simple Strategies for Retaining Your Customers with Casey Graham

Today’s guest is someone that I’ve looked to for mentorship, because he is literally one of my favorite people in the online business space. Casey Graham has started and sold three businesses, and he is now the founder and CEO of a company called Gravy. We started working with Gravy a few years back, and they are the leading experts in helping their clients recover failed payments for subscription-based businesses. Since starting Gravy, Casey and his team have learned a lot of lessons about business and customer psychology that he really opens up about here on this episode. Gravy is now viewed as the “Ritz Carlton of payment recovery”, and Casey does a great job explaining how they differ from collection agencies when I put him on the spot near the start of the interview by asking him that question. We cover a lot of different topics here, including one I’m really interested in right now, which is how we can learn to “turn the switch” off at the end of the day as busy entrepreneurs (and make the most of the time we all have with our families). In this episode Casey reveals his simple strategy for getting someone to give you money (and let me just say that it’s not by using fear tactics), and he also gives his 60-day sequence when working with subscription-based customers. You’ll also learn the ways you can be proactive in retaining paying customers, the four main reasons people will stop paying (and they may not be what you think!) and so much more. Like my other interviews here on the podcast, this one went in a lot of different directions and we covered a lot of things that can benefit entrepreneurs at all stages of their businesses. Whether you are just starting out on your journey or looking to scale to 7-figures, Casey is a great person to learn from because he has integrity and he’s building a business the right way. Before we start the show, I’ve got something to ask. At this time we have over 500 5-Star ratings and reviews on Apple Podcasts, which is great, but I’ve set a goal to get 750 of them by the end of Q3, Sept 30th, 2019. If you’ve gotten value from this podcast, I’d really appreciate you subscribing and leaving an honest rating and review. Take a screenshot, share it on your Instagram Stories and tag me, @rickmulready. When we hit the 750 ratings and reviews, I’ll be raffling off a book bundle of my top 10 business and mindset books for one lucky winner. If you’ve already left a rating and review, just take a screenshot and tag me on Instagram, and you’ll be eligible to win as well! Want to win a 30-minute strategy session with me? I’ll be drawing one winner at random each month, and all you have to do is give me your feedback on this podcast over at http://rickmulready.com/messenger, telling me what you’d like to hear more of - including topics you’d like to see covered, guests, style and frequency of the show! On the Show Today You’ll Learn: The story of how I initially connected with Casey, and what he taught me about interacting with your audience through this experience Why the way you acquired a customer matters so much when it comes to retaining that person How the fine print in your policies will allow you retain customers while protecting yourself at the same time The one question you need to ask of your CRM or payment processor His “Mad Mom Princple” and what Casey means when he says that you need to “make it obvious to the oblivious” The “Trouble Triangle” and “Magic Moment” principles that you can implement now to keep your customers happy and avoid potential issues ahead of time Real-life examples of the “55 Cent Principle” in action, and how you can start using it in your business today for amazing results What to consider when you’re transitioning to the CEO role, and the major hurdles you’ll face on the way to scaling your business to 7-figures (and beyond)