Hi everybody, welcome to Ask JP. Today’s question is, how do I handle retention this year?
I’m guessing that April and May started to creep up and now you’re deciding whether to drop these people. Or if you should keep them on the membership rolls.
I have an observation from my daughter, Grace Moery. Grace plays college softball and just had her best year. So I asked her what changed? She responded, “it’s like The Tipping Point by Malcolm Gladwell. And it was the reps, everything finally clicked.
I like this observation, because I think it is a great parallel to renewals. All the time you’ve spent with members are going too culminate. And here is what I would do to get started. Phone first, pick up the phone and call all the members who have not renewed yet.
Most of you have enough staff members to make these calls. You don’t have to outsource it. So, get your staff to serve your members by picking up the phone and calling them. Tell them what you can do for them and keep them.
I hope that is helpful, best wishes.
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