Repeat customers aren’t just easier to work with—they’re more profitable, more loyal, and more likely to refer others. And the best part? You don’t need a fancy CRM or loyalty program to make it happen. Just tighten up your process with these proven, shop-tested strategies.

1. Set Expectations Like a Pro

Poor communication kills trust. And once trust is gone, so is your chance at a return visit. Here’s how top Advisors avoid that:

• Always pad your time quotes. Tell them 90 minutes if you think it’ll take 60.
• Use your watch. Literally mark down the promised time and show it to waiting customers.
• Own the wait. Time drags in a waiting room—20 minutes feels like an hour to a customer.
• Beat them to the call. Don’t wait until they ask for an update. Proactive updates protect goodwill.

Customers who have to call you? They’re the same ones who say no when you recommend that alignment. Make it easy to say yes by keeping them in the loop.

2. Ask for the Bad Stuff—Then Fix It

You can’t improve what you ignore. Want better retention? Start listening to what’s not working:

• Don’t fear surveys. They’re designed to show problems. That’s good intel.
• Coach your happy customers. Ask them for PERFECT surveys to offset the few negatives.
• Act on complaints. If the same issue shows up twice, it’s not a fluke—it’s a process breakdown.

You don’t need to be perfect. But you do need to care enough to fix what’s broken.

3. Don’t Let the Visit End Without Securing the Next One

Don’t assume a great visit means they’ll come back. You’ve got to earn the next appointment:

• Be the name they remember. Give your business card. Say your name twice.
• Send a thank-you email. Short. Personal. Warm.
• Give them your direct line. People return to people, not buildings.

When a customer says, “I have a guy at [Dealer Name],” you win.

Want More Retention and Revenue?

Join our no-fluff, high-impact Zoom training sessions where we role-play real-world advisor scenarios and build the muscle memory that drives sales. Sign up for weekly invites or grab a free consult to see how we can help boost your CSI, CP gross, and hours per RO—fast.