0:05

Welcome

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to the Kelly Roadshow, the place

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for no off easy to implement

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twenty minute or less business

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and leadership lessons to help you

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build a sustainable business that scales.

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lead with integrity and create

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a lasting legacy. I'm

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Kelly Roach, former NFL cheerleader in

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Fortune five executive, turn to

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eighth at your entrepreneur, let's

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get started. Alright. Welcome

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back everybody. Today, we're gonna talk about

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the four biggest profit leaks that

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are probably impacting your bottom

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line big time and how you can increase your

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income right away by addressing these

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things in your business. So

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when you start your business as a new entrepreneur,

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almost all of your time and energy

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is focused and rightfully so. on

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getting customers. Then you get

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some customers and you split your focus between

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getting customers and serving customers.

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And what most people forget to do is

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once you get customers and once

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you are serving customers, there

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are really important concentrated

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efforts that have to happen inside

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that relationship in order to

1:11

keep your business sustainable and profitable.

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And these are the areas that I find over

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and over again are the areas where most

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business owners are absolutely losing

1:20

massive amounts of income And these

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are things that you can impact in your business

1:24

right away just by putting a little bit of time

1:27

energy and focus in

1:29

these areas. So I'm gonna talk

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about the four big ones. Number one,

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are your inactive customers. Most

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small businesses do absolutely nothing.

1:39

to stay in touch and reactivate

1:41

past customers. Past customers

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will come back and they will stay

1:46

with you and they will spend money with you what

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you have to remember is people buy from service

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based businesses in a cyclical and

1:52

a habitual way and that that means

1:55

they many times cycle in and cycle

1:57

out. If you do not

1:59

have a strategy around

2:01

maintaining a relationship with your inactives,

2:03

they are gonna move on over and

2:05

go buy from and work with people who are

2:08

sharing their excitement to

2:10

work with them. One of the easiest

2:12

things that you can do to increase

2:14

your bottom line without another launch,

2:16

without more team members, without more expense

2:18

in your business is put focus

2:20

each and every month on just nurturing

2:23

the relationship with

2:25

your past customers. Number

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two, having a

2:31

upsell where you are able

2:33

to smoothly move people from your flagship

2:36

into their next step of the journey.

2:38

Guess what happens when customers

2:40

complete your flagship? They either

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are going to say, okay, who

2:45

can now help me with my next step

2:47

or they're gonna ask you

2:49

how you can help with their next step.

2:51

And if you do not have the perfectly

2:54

positioned next step ready

2:56

to go for them where you are vision casting,

2:58

you are inviting them, you are selling

3:00

the value and the dream then

3:03

they're gonna look outside of your organization

3:05

when they want to keep moving on their journey.

3:08

Remember the point that I made in

3:10

in this audio just a moment ago, which is the

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fact that In service based

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businesses, people buy habitually.

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That means they buy over and over again usually

3:19

for lights. Think about it. If someone's working on

3:21

their business, they're working on their business for life, if someone's

3:23

working on their fitness, they're working on their fitness

3:25

for life. What does that mean for you? It

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means that you should have offers

3:29

that are ready to go for people at these

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different steps of their journey so they can

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continue their relationship with you. I

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can't tell you how many people have come into our

3:38

coaching programs that have all

3:40

this success bringing in all these new

3:42

clients with live with

3:44

info sessions, with consults.

3:46

And then after they

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go through that cycle, they they come

3:51

in a frantic panic because they're losing all

3:53

these customers. And I say, okay, well, what

3:55

is your next step on the journey that you have ready

3:57

for them and they don't have one? That's why

3:59

we teach

3:59

people about building their Ascension ladder.

4:05

I've shared on many occasions that

4:07

we get podcast

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sponsorship pitches. every

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single week. And for years

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now, we've declined every single

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one of them. But recently, I came

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across an opportunity to share

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a resource, a team and

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just an overall incredible human

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being with you that I

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felt was important to take action

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on. And today,

4:31

I'm excited to have this episode

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5:55

Number three, another

5:57

area where you are losing

5:58

thousands and I'm talking

5:59

about to your bottom line, not your

6:02

revenue. Because in today's session,

6:04

we're not talking about front

6:06

end acquisition or top line revenue.

6:08

We're talking about money that you

6:10

can be making on work that you already

6:12

did. We're talking about thousands

6:14

and thousands of dollars of take home income

6:16

that you should be earning. It should be

6:18

hitting your bank account from the customers

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that you have already won and earned. But

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if we don't handle things the right way,

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That's not what's gonna happen. The

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third one is renewals. Renewals

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take a lot of work and a lot of effort

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to make sure that your customer sees

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the value of continuing in

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that relationship. Sometimes

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people have a very short term

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compartmentalized view of how

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they buy. And it's up to you,

6:44

to vision cast the journey

6:46

of your relationship together, how this

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relationship is gonna last over a period

6:50

of years. And if they're not ready

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to move to the next step,

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because maybe they're a slow start, not a quick

6:56

step, then what does that

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mean for that relationship with you? What

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what does that next step that you have, you know, ready

7:02

for them in year two or cycle

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two that is gonna blow their mind

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and get them excited all over again

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to continue that journey even

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if they're not necessarily moving up into

7:13

the next high ticket or moving into

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a totally new season

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of what they're working on with you.

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Really, really important. So

7:22

having a one to one relationship

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where someone on your team is conversing

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with people starting ninety

7:29

days or even sooner out from

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when their contract is up. is

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the time at which you really wanna be thinking

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about and talking about what

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that renewal strategy is, and it

7:40

should look different for each person

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in your in your customer base because

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they have different goals, they have different needs,

7:46

and they have a different journey. So each

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of those things are critical. And

7:50

then finally, retention.

7:53

We all know that the customer

7:55

buying psychology goes like this. They

7:58

say yes. They have a huge rush of

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adrenaline. They're super fired up. They're

8:02

super excited. They can't wait to

8:04

get to work. They get in your program. they

8:06

get massively overwhelmed. They start doing

8:08

the work. They're like, wow. This is way

8:10

more work than I thought it was gonna be. And

8:12

before you know it, that excitement begins to

8:14

wane. If you

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do not have a retention and

8:19

recapture and reselling

8:21

strategy for your own customers, you

8:23

are going to see just by

8:26

default because you don't

8:28

have a strategy that your retention

8:30

is going to plummet. Because what happens?

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People go from unconscious, incompetence,

8:35

not really understanding what it takes

8:37

to succeed to now making

8:39

the investment and getting in a container

8:41

where they can succeed, but they now

8:43

realize how much work, how much energy,

8:45

and how much effort they're gonna have to put

8:47

forth to get the results. And that is

8:49

when you see motivation and inspiration

8:52

plummet, and that is where your

8:54

retention numbers are gonna fall through the floor.

8:56

If you do not have a strategy to

8:59

resolve them on the dream, re

9:01

engage them, create structured

9:03

accountability, and to keep

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them moving. Okay?

9:07

So I want you all to know this.

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So much of everything that you

9:12

see every single day. on the

9:14

Internet is all

9:16

about gaining new

9:18

customers. But the best run

9:20

businesses in the world have just

9:22

as much energy and focus on

9:24

the customer journey, on

9:26

the retention plan, on the renewal plan

9:28

and on the up saw plan as they do on

9:30

front end acquisition because they know

9:32

and understand it is seven times

9:34

more expensive to get a new

9:36

customer than it is

9:38

to resell, regain,

9:40

and up level one that you already

9:42

have. If you want more

9:44

simplicity in your life, you want less chaos

9:46

in your business, you want more

9:48

smooth, high energy months for you

9:50

of predictable success, then

9:52

this is the top thing that's gonna get you

9:55

there. I want you to go deeper on

9:57

the inside journey of your

9:59

customer and look under every single

10:01

nook and cranny at what you and your team

10:03

can do to encourage people

10:05

to stay longer and spend more with

10:07

your organization. This is

10:09

going to cause you to need far

10:11

less launches. you're gonna

10:13

need far less info sessions and

10:15

webinars. You're gonna need far

10:17

less consults on the

10:19

books to get to your goal. But most importantly,

10:21

you're gonna make a whole lot more

10:23

money with a whole lot less effort.

10:25

And you wanna talk about putting out the

10:27

fires in your business The

10:29

top thing you can do to have predictability and

10:31

peace in your business is to have

10:33

happy customers. The more happy

10:35

customers you have the

10:37

faster and easier you are going to

10:39

create peace, predictability,

10:41

and profits in

10:43

your business. I hope this episode

10:45

was meaningful for you. And if this made a

10:47

difference for you in any way,

10:49

please do one of two things for me right

10:51

now. Either review the show, if you haven't

10:53

already, or share the show

10:55

with a friend that could also benefit from

10:57

what I'm teaching here. Thanks so much for

10:59

hanging out with me here at the Kelly Roadshow, and

11:01

I'll see you back here next time.

11:03

Thank

11:04

you

11:07

so much for listening to the Kelly Roadshow.

11:09

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Do me two salads, subscribe

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