In this episode, Danielle Putnam, CEO of The New Flat Rate, explains why more leads won’t fix your contracting business and why customer retention is the real key to long-term growth. From simple follow-up strategies and creating a “wow” factor on every service call to building a culture of loyalty within your team, Danielle breaks down practical, affordable ways to turn one-time customers into lifelong advocates. If you want higher profits, lower marketing costs, and steady growth without constantly chasing new business, this episode will show you how to build a foundation that lasts.

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Episode Show Notes:

00:00 Intro

00:34 Customer Retention: What Are You Doing to Keep Your Customer Base?

01:47 Why Customer Retention Matters

03:52 Building a Retention Strategy: The Customer Journey 

07:02 Creating a Culture of Retention 

08:53 How to Make Customers Feel Valued

10:42 The Impact of Retention on Your Bottom Line

12:02 Taking Action Today

13:00 Outro