SAM welcomes Teresa Berg, a Minnesota-based consultant known as the “job gypsy,” who helps restaurant owners retain staff by increasing tips through improved customer service. Theresa explains her “ACE effect” (Accelerated Cultural Execution) approach, which includes mystery-shopper style audits based on five key factors that influence tipping and the guest experience. They discuss how servers are “on stage” at all times, why perception matters, and how a short reset routine (breathing/affirmations) can help staff leave personal stress at the door. SAM and Teresa connect team retention to client retention, sharing examples of customers following great service (including a longtime Chili’s server and Teresa ’s gas station experience). They also talk about modern “tip fatigue,” criticism of tipping prompts in non-service settings, and Theresa’s idea of a Tipping Cultural Index that shifts tips toward fixed values tied to experience rather than bill percentage. The episode closes with the idea that sustainable growth comes from strengthening relationships with current customers and supporting the team that serves them.

To connect with Teresa: https://www.linkedin.com/in/teresabergconsultant/

Want to be a guest on the show? ⁠https://retentionmadesimple.com/podcast⁠

Want to attend SAM’s next LIVE Retention Training + Demo: ⁠⁠⁠retentionmadesimple.com/demo⁠⁠⁠

Want more info about Retention Made Simple: ⁠⁠⁠https://retentionmadesimple.com/⁠⁠

Signed Copy of Retention Made Simple:

⁠⁠https://retentionmadesimple.com/rms-signed-book⁠⁠

⁠⁠Link to book on Amazon⁠

Want to be a guest on the show? https://retentionmadesimple.com/podcast

Want to attend SAM’s next LIVE Retention Training + Demo: ⁠⁠retentionmadesimple.com/demo⁠⁠

Want more info about Retention Made Simple: ⁠⁠https://retentionmadesimple.com/⁠

Signed Copy of Retention Made Simple:

⁠https://retentionmadesimple.com/rms-signed-book⁠

⁠Link to book on Amazon⁠

In this episode, SAM talks with Jason Binyon of Farmer's Insurance in Frisco, Texas, discussing the importance of client retention, personal touch, and sustainable business practices for small business owners.

How to connect with Jason: https://linktr.ee/binyonagency

They explore the benefits of maintaining close client relationships and how to effectively manage insurance needs with a personal touch. Jason shares his experience running an insurance agency, emphasizing the importance of systematizing processes and being intentional in customer interactions.

They also discuss the value of meaningful gifts in maintaining client relationships and the importance of having a reliable insurance agent for support during claims. SAM underscores that the fastest path to growth is through strengthening existing client relationships rather than constantly chasing new ones.

00:00 Introduction: The Juggling Act of Small Business

00:32 Meet Jason Binyon: The Insurance Guy

01:11 Understanding Insurance: Coverage and Claims

08:58 Client Retention Strategies for Small Businesses

13:59 The Importance of Personal Touch in Business

20:36 Effective Onboarding and Appreciation

23:33 Closing Thoughts: The Value of Relationships

🎉 FREE Weekly Training + Demo — New Topic Each Week!👉 https://retentionmadesimple.com/demo

Want to be a guest on the show: https://retentionmadesimple.com/podcast

Link to Retention Made Simple book on Amazon: https://www.amazon.com/Retention-Made-Simple-Loyalty-without/dp/B0G39WM7VZ

In this episode, SAM shares invaluable tips for small business owners, entrepreneurs, and founders on client retention. She introduces her book, 'Retention Made Simple', which outlines a step-by-step process for maintaining client loyalty without extensive use of tech, time, or money.

SAM emphasizes the importance of strong relationships, proper onboarding, appreciation, and asking for feedback to prevent client churn. She also shares real-life examples to illustrate how these strategies can be implemented effectively.

Additionally, SAM talks about a recent personal experience with changing phone numbers due to a digital verification issue, highlighting the importance of human intervention in automated systems.

Tune in for this insightful episode and learn how to strengthen your business by retaining your current clients.

00:00 Introduction to Sustainable Business

00:12 Tip of the Week: Client Retention

00:44 Retention Made Simple: The Book

01:35 The Bathtub Analogy: Understanding Client Retention

02:51 The Importance of Relationships in Business

03:27 Real-Life Coaching Experiences

03:56 Three-Part Retention System

04:20 Client Retention Case Studies

06:36 The Power of Feedback

09:08 Retention Made Simple: How to Get Started

10:32 Personal Story: The Phone Number Fiasco

15:09 Conclusion

Strengthening Client Relationships

✅ Client Retention Strategy: How to Keep Clients Longer

👇💖 Subscribe for more business growth tips and client retention hacks!

🔔 Don’t forget to hit the bell to stay updated!

💡 Recommended Tools & Resources SAM Recommends:🤖 NinjaCRM: https://ninjacrm.us/home

🌐 Skool Community Platform: https://www.skool.com/skoolers/about?ref=79489cbbfe6f43e2ae7b2610f6657fd3

📖 Living in Overflow Book: https://safeheartconnections.com/overflow

💌 Mailbox Power: https://go.mailboxpower.com/specialoffer?invite=ninjakai

📋 Teamwork Project Management: https://www.teamwork.com/try-now/referral/?pscd=partners.ps.teamwork.com&ps_partner_key=c3RlcGhhbmllbW9ycmlzb245MzA0*

Above links could be affiliate links, meaning at no cost to you - SAM could earn a commission if you decide to make a purchase using her link *