💼 Module 35: Retention & Renewal Playbook
Turn happy clients into long-term relationships and consistent renewals.
2. Why It Matters
Acquiring a new client often costs 5–7× more than keeping an existing one. High retention stabilizes revenue, lowers marketing pressure, and lets you deliver deeper outcomes without constant prospecting.
Renewals compound Lifetime Client Value (LCV), giving you predictable cash flow and headspace to improve your program instead of chasing the next lead.
3. Step-by-Step Guide
Set the Renewal Expectation on Day 1
During kickoff, state program length, the review window, and how renewals work. Normalizing this early prevents awkward “last-session” sales.
Track Outcomes Weekly
Use a shared tracker (habits, wins, metrics). Tangible progress turns renewal into a continuation, not a re-sell.
Mid-Program “Course-Correct” Check-In
At 50% mark, run a 10–15 min survey + chat to remove friction and recalibrate goals. This reduces churn and surfaces upgrade interest.
Present 2–3 Renewal Paths Early
Share options 3–4 weeks before the end: continue, extend, or upgrade. Include bonuses for early commitment.
Automate Reminders & Payment
Automate emails/DMs and use payment links or subscriptions so renewal takes one click.
Run a Structured Renewal Call
Review progress, restate goals, recommend the right path, and close with the link on-screen.
4. Examples & Options
Renewal Call Script
“You’ve hit [top 3 wins] and overcame [blocker]. With [X weeks] left, I recommend [package] so we lock in these habits and hit [next goal]. Would you like the link for that now?”
Scenario: Client finished a 12-week reset and lost 8 lbs, improved sleep, and stabilized energy. You recommend a 6-month continuity package to solidify nutrition and add progressive training. Offer a bonus “grocery walkthrough” if they renew this week.
DIY (Free/Low-Cost)
Google Sheets + Calendar reminders + Stripe one-time links. Manual but effective for < 10 clients.
Mid-Level
Calendly + Stripe subscriptions + Gmail templates for automated nudges. Smooth renewals with minimal setup.
Advanced
Practice Better / HubSpot workflows: milestone tracking, templated renewal emails, upsell pipelines, dashboards.
5. Common Mistakes to Avoid
- Waiting until the final session → Instead: start 3–4 weeks early.
- Only one renewal choice → Instead: offer 2–3 options with a clear recommendation.
- No visible progress data → Instead: track wins weekly and review visually.
- Clunky payments → Instead: keep checkout links ready and pinned.
- Passive framing → Instead: guide confidently: “Here’s what I recommend and why.”
6. Quick Win Highlight
💡 Quick Win: Create a “Renewal Kit” folder (script, 3 package links, renewal email template) and paste the links into a pinned CRM note. Time required: ~10 minutes.
7. Mini-Implementation Exercise
Fill this renewal tracker for your next 5 expirations:
| Client | End Date | Reminder Date | Wins Logged? | Recommended Package | Sent Checkout Link? |
|---|---|---|---|---|---|
| [Name] | [MM/DD] | [MM/DD] | [Y/N] | [3/6/12 mo] | [Y/N] |
| [Name] | [MM/DD] | [MM/DD] | [Y/N] | [3/6/12 mo] | [Y/N] |
| [Name] | [MM/DD] | [MM/DD] | [Y/N] | [3/6/12 mo] | [Y/N] |
| [Name] | [MM/DD] | [MM/DD] | [Y/N] | [3/6/12 mo] | [Y/N] |
| [Name] | [MM/DD] | [MM/DD] | [Y/N] | [3/6/12 mo] | [Y/N] |
8. Tools & Resources
Lightweight outcome tracking + shared notes.
Automated review/renewal scheduling links.
One-click renewals with saved payment methods.
All-in-one client management and packages for health pros.
Pipelines, reminders, and renewal automation.
Mid-program satisfaction pulse checks.
9. Checkpoint / Success Criteria
10. Summary & Next Step
- Normalize renewals on day one.
- Visualize wins so the value is obvious.
- Offer clear paths and bonuses for early commitment.
- Automate reminders and payment for one-click renewals.