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.)

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 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 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.

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. 

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.