I support two types of clients: Managed and Break-Fix.

For Managed clients, we review security alerts on a daily basis and proactively contact customers when clarification or follow-up is needed. This regular interaction helps us stay closely connected and responsive. Our system also tracks monthly and quarterly routines, ensuring scheduled outreach so we consistently review both the electronic equipment and the people using it.

For Break-Fix clients, we maintain reminders to check in at least once per year, unless a different cadence is requested. In addition, if concerning events arise—such as reports of compromised or vulnerable equipment—we will proactively reach out to inform the client and offer recommended fixes or services.

It's a good thing I like coffee! because I like coffee appointments with Members.
Every week I'm learning about them, and adding their stories to my knowledge base.

Some are one and done - 
and some (looking at you Jim Hilber!) are once a year
and some are more frequent, (Jennifer Kwon!) and sometimes more social.

Sean Cantkier suggested the Harlan Strategy this week, and used the phrase "where ther is a problem there's a need." I like that because it means the problem can be solved. When a Member shares what isn't working I can give value.

And . . .  the blind spots are that I'm reactive with this. A problem. So I'll look for the fix. (Thanks Sean.)

After the policy is in place, I stay in touch through texts and emails throughout the year. Then once a year we sit down for a review.

That’s when life shows up.

New grandbaby. A kid who just got married. A raise that means more to protect.

Those conversations aren’t sales pitches — they’re checkups. Like going back to your doctor after a diagnosis. You don’t just get the prescription and disappear.

I want to make sure what my clients  have still fits their life. 

For active or "near-active" clients, I use a large calendar to see a month's view of activity and all of the pertinent project dates associated with each client.  On the side of this calendar, I keep a list of clients who will require contact to keep them moving forward or (in some cases) to stay in touch to be able to gauge their timing.  It's a low-tech approach to managing detailed project dates, AND I never write the name on the list until I've done something FOR each of the clients I'm tracking.  It gives me a reason to stay in touch and to be useful to the client instead of just a general contact that may actually be considered an interruption to the client if I wasn't providing something helpful.   One of the "helpful" actions is to provide a list of recently listed or sold homes within the clients' neighborhood or area.  Knowing what is going on in the market helps the client and it helps me to not be caught off guard as to where the values are heading in their area.  

It’s easy to unintentionally limit opportunities to a small circle of active clients and top referral partners, while other valuable relationships fade into the background. To prevent that, I use Mailbox Power as a structured way to stay consistently connected with all of my clients and “Gate Openers”—not just when there’s a transaction in process. I’ve built a cadence of monthly touches, milestone recognition, and thoughtful check-ins that ensure no one falls through the cracks. This system eliminates blind spots by keeping me visible and top of mind across my entire database, rather than relying on memory or convenience. As a result, I’ve had past clients, quiet referral partners, and even people I hadn’t spoken to in a long time reach out with new opportunities, simply because I stayed present. That consistent visibility has directly led to repeat business, stronger relationships, and a steady flow of referrals that I might have otherwise missed.

At The Tax Axe, LLC, I send out several letters each year.  One in October reminding clients to continue giving to favorite charities before the end of the year; one when I have obtained an extension for those clients who are close to missing the April 15th filing date; and a note letting them know the extension has been accepted.  Each year, prior to filing the client's tax return, I do a complete review of the return answering questions as well as seeking information which may save on taxes for the next tax year.

Clarence Bolden

Tge Tax Axe, LLC

One thing I’m very intentional about in my business is not getting stuck working within the same small circle of clients or referrals. It’s easy to lean on what’s comfortable, but that’s also how opportunities get missed.

I use a simple rotation system to stay in front of people. I keep a running list of past clients, current clients, and gate openers, and each week I reach out to a different group. Sometimes it’s a quick check-in, sometimes it’s sharing something helpful like a website tip or idea specific to their business. It’s not always about selling, it’s about staying relevant and top of mind.

I also make sure I’m consistently visible in places where my audience already is, like local groups and platforms where business owners are active. That keeps me from relying on just referrals and helps new people discover me naturally.

This system works because it removes the guesswork. I’m not just reaching out when things are slow or when I need work. It keeps relationships warm across the board, not just with the people I talk to the most.

As a result, I’ve picked up projects from people I hadn’t spoken to in months, reactivated past clients, and built a much wider referral base. It’s helped me grow without feeling like I’m constantly chasing new leads.

I have a CRM that reminds me to reach out at least once a year to review their policies and make sure that clients are maximizing the benefits from their polices. I had a client last year who when I called her she had scheduled a colonscopy and it was going to be $8000.00. I told her to cancel it and have the insurance company shop for a better price. They did and it was only $1300. After the procedure she texted me a picture of a check she received from the insurance company for $3000. A pollop was removed so a surgery benefit kicked in and she actually made money getting a colonscopy. 

For the first three months of coaching, I see my clients every other week.

I also publish a weekly newsletter that I send to those I have a consultation with, as well as current and former clients.

It creates a consistent touch point for all my contacts, delivers additional information, and improves visibility and credibility.

The best system I have found to stay in contact with clients & gateopeners is to stay active at their events. Yes I did say their events. When I attend events that the community holds, or make myself available for all incoming events of previous or future clients, connections stay valid and organic. This allows for relationships to grow; thus making referrals come easier. I also use our customer portal, which allows me to check on clients experiences with me. Blind spots in this erode because I am able to check in on clients on both ends. Creates an experience for my clients that helps them understand i am there for them.

As a mortgage lender there are not many reasons to reach out to my existing clients throughout each year unless there is a possiblity to refinance. So I started a few years ago to reach out to my clients at the beginning of the year to give them an update on their property tax bill and how it could impact their payment if the taxes have gone up significanly which would cause an escrow analysis on their mortgage. It has really helped being proactive instead of reactive to my clients if they end up getting the escrow analysis and have concern as to why their monthly payment increase as they often think has something to do with their loan. This conversation also allows me to address any other questions they have as well as ask if they have any friends, family, or co-workers looking to move and purchase a new home during the year.

I have created a habit of following up with my clients between 4 and 6 weeks post work being done.  I do this to check and make sure all is to their satisfaction.  i also use this contact to check to see if any of their contacts my be in need of our services with a free inspection or just want a call to discuss options.  It's just another chance to stay in touch on a regular basis.

Depending on the type of client and their needs, I'll add it in my Calendar as a reminder. I'll also make it reoccruing so i can be consitant. Once the transaction has been completed or there no longer needs a follow up, then I'll delete the reminder. For long term management, I have a CRM that I can count on to give me activities that have to be responded to one way or another. 

To make sure I’m not limiting my opportunities, I try use a simple rotation system. Each week, I reach out to a few different groups, past customers, current clients, and my Gate Openers through quick texts, calls, or check-ins. I am still working on my system to become much more consistent.

This prevents blind spots because no one should be forgotten, and I would like to stay visible even months after a job is done.

As a result, I know I can get repeat business and unexpected referrals consistently.

"If you know someone dealing with mold, dirt, or buildup don’t keep me a secret. I’m a great referral for Val’s Pressure Wash!” 

I have a call and text rotation I use for my prospects and clients depending on what part of the process they are currently in. It does rotate depending if they are a new prospect, current client or what we all a HOT.

We prevent the blind spots because every cadence we have tells you what to do each day of business, eliminating the guess work on who to call, text or what task to complete.

Our process ensures we are on top of things which our prospects and clients love because our process ensures that what we say we are going to do, we actually do. We all get busy, but having a systematic process that can be edited if needed, 110% makes things easier to track, duplicate and have continued success.

I use a multitude of methods. I have a CSR, I have a spreadsheet that helps keep me on track, I use Facebook for birthday and anniversary reminders as well.

I am constantly reaching out to my contacts to stay relevant and remembered.

As a result I have very healthy free flowing relationships with my clients. 

I like to take advantage of all my resources when it comes to opportunities. I use an app that helps me see all my customers and their numbers so I can call or email them whenever. I also have a separate number from my original number so that I can go on a different app to communicate with them.

This saves me from mixed text messages, helps me respond faster, and stay on top of communication as a whole. 

Now that I communicate through the business number I have seen postive results  like response time, and more confidence in catching calls.

I use a roadmap along with a CRM system that sets reminders so I’m consistently staying in touch with clients and referral partners, and I make it a point to regularly visit their office locations as well.

What keeps that from becoming routine is that I tie those touchpoints back to something specific they’ve dealt with. If they’ve had a challenging situation, I follow up around that, not just a general check-in.

That helps me avoid blind spots because I’m not just cycling through the same few people, I’m staying connected to a wider group through meaningful conversations.

And the result has been stronger relationships and more consistent referrals, because they know I’m paying attention and showing up with purpose, not just popping in.

I use a CRM (Customer Relationship Management) system to keep track of my clients and ensure that I remain on their minds without being too pushy. Additionally, I leverage social media to increase my visibility. Since my business does not necessarily address immediate needs, I need to stay top of mind. I post images of myself at work and share valuable information that demonstrates I am current and relevant in my field.

Our office has a system of reviewing customers. Each of us takes a letter of the alphabet and calls to check clients. As part of that process we we have a reveiw sheet that lists all of the products and services we offer. Having a set form makes sure that there are not any pre-conceptions and we each have uniform way to make sure we cover all of the bases with clients.

As a fan of Alabama football, I have learned a lot from Nick Saban over the years. He preached the process to his players and the entire organization over the entire time he was head coach. One of the main points was never look at the scoreboard. Just win the next play. Then the next one. Do that over and over, and the score takes care of itself. I look at that the same when working with clients. I take care of the one client in front of me. Then the next one. Putting all of my effort into them, winning them over, and they become an amazing gatekeeper. It happened to me recently. I was just hired by a big client because I put the effort in and won over someone that referred me. Win the job in front of you and the scoreboard takes care of itself. 

My system is to touch base with them at regular intervals over the phone; I use text and email to convey data and information and a phone call to see how they are doing. 

I also provide services to my corporate clients to help them avoid needing my services as an attorney such as lunch and learns to discuss new legal trends that impact their industries.

Social media can be of great help.  Not only do we have our business profiles for social media, we have large groups like 'chatty women of Newnan' or 'Life in the Summergrove Bubble'.  When you do a thorough job, then you family, friends, and fans will spread info about you like wildfire. 

Also, we send monthly emails, but that is hard to track.  A lot of it is getting out there and going to events.

Gate openers are everywhere in our line of work.  You have to have many.  Most of our gateopeners are the women of the house or coaches/trainers. 

Staying visible isn't hard if you're an extrovert, so I am fortunate for that, but staying visible is hard work.  You have to get out there outside of office hours, and we all know that can be difficult w/ families, activities, rest, etc.

I performed Dancing w/ the Stars for Fayette.  I was on the board for Promis Place, a nonprofit dedicated to victims of abuse.  They asked me to do it.  I obliged.  We generated $17K in donations.  I had to get on stage and perform a "quickstep" in front of rougly 1500 people.  That brought a lot of attention to us. 

I use a layered, consistent approach to stay in contact with our customers. Every customer, whether they’ve had a one-time service or are on our maintenance plan, receives regular email communication. This includes a monthly newsletter with a timely service offer and current updates - such as community involvement - along with encouragement to connect on social media. We also track relevant need, such as a customer with an aging system, so we can send proactive emails to gently let them know it may be time to start considering replacement. Since many of our customers follow us on social media, I keep our company visible through a mix of regular social media posts: team highlights, educational HVAC tips, and local events we support. Our maintenance plan customers also receive personal calls/texts to keep their service on schedule without them having to think about it. And beyond those calls and digital touchpoints, I connect face-to-face at several community events throughout the year.

Showing up in multiple ways helps us avoid blind spots and remain top of mind with our customers. On several instances the result is a call from a customer who saw me at an event, which reminded them to call our office about an email or call they received from us. 

I just gave a 7-minute about the system that Wendy shared with me. You keep all contacts on cards try to connect with three people per day with a quick "touch" about something of interest to them. Here is a handout that I created for my team members. Many thanks to Wendy for sharing her system with me. 

1) I use a very imperfect and not too organzied way. I make cryptic notes all over the place, on my phone and even on apple notes. However, because I do a lot of texting and linkedin messaging occasionally I scroll back in both and see who I have reached out to in the past and follow up with them, some turn into busiensses/referrals some dont.

2) same proess as above for gate openers. Occasionally the gate openers reach back to me to ask me if I am still doing my bsuienss and then they may give me the referral(s)

3) My system does not prevent blind spots, its relies too much on my remembering to do so and where to check. As my handwriting is bad sometimes I dont follow up because I cannot read what I wrote.

4) That habit makes me realize I need a better system to track gateopeners and prospects

1. A system or habit you use to stay in contact with all your clients. (Do you rotate?)
   • I use a structured rotation system built around a CRM. My contacts are sorted by Active, Prospects and Center of Infulence. Every group is assigned a different frequency.

      

2. Explain how your system prevents blind spots. (How do you stay visible?)
   • Since every contact is pre-scheduled for follow-up, no one falls through the cracks.
3. Give a detail about the result that habit has created for your business.
   • The consistency has led to stronger relationships.

A system we’ve incorporated in our business is automation. It allows us to stay in front of all of our customers—not just the ones we talk to regularly. Depending on the customer type, we send quarterly, bi-annual, or annual reminders when it’s time for a cleaning, and every quote we send has automated follow-ups built in.

Our back office also shows us who has and hasn’t opened a quote, so prospects don’t fall through the cracks and we’re not just guessing on follow-up. That lets us be intentional with who we reach back out to and when. We also automate things like birthday and holiday emails to keep our brand visible year-round and stay top of mind.

That system prevents blind spots because it keeps us consistently in front of our entire customer base including people who didn’t say yes the first time so we’re not just focused on a small circle.

As a result, we get steady repeat work from customers who got busy and forgot, it often leads to additional services we didn’t even do the first time, and we’ve even converted past ‘no’s into ‘yes’s just by staying in front of them through automation.