Building a Fence Around Your Clients with Brian Kaskavalciyan and Tommy Mello
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Key Takeaways
Build a fence around your clients — retention and repeat business are cheaper and more profitable than constantly chasing new customers.
Just because a customer paid you doesn't mean they'll refer you; you have to stay in touch and earn the referral deliberately.
Stay top of mind with consistent communication (like electronic newsletters) so you're the one they call — and recommend — next time.
Revenue isn't profit — plenty of contractors do big numbers and make no money; know your numbers or you're flying blind.
Aim to get the customer back again and again, and shorten the time between visits — frequency compounds lifetime value.
Deliver genuine five-star service across every channel (Yelp, Google) because your reputation is the fence that keeps clients in.
Find what already works and copy it instead of reinventing; if you can't make money today, you'll never make it later.
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