The library
Answers to the question you were about to Google.
Practical marketing, design and online presence advice for local businesses. Every number in here traces to a named source. Where a figure could not be verified, I say so instead of making one up.
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Creating Behind-the-Scenes Transparency
Show the work as it happens. Transparency converts better than polish. Read
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Managing Client Retention KPIs in GA4 and Your CRM
The four retention numbers that actually predict revenue, and how to calculate them. Read
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Gamifying Referral Programs for Staff and Clients
Add leaderboards, draws and visible progress to a referral engine that has stalled. Read
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Reclaiming Lost Contracts During Economic Downturns
Keep accounts alive in a downturn with scope reductions, pauses and payment flexibility. Read
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Using Newsletters That Clients Actually Read
Stay top of mind with a short, local, value-first newsletter nobody unsubscribes from. Read
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Educating Clients to Prevent Dissatisfaction
Most complaints are unmet expectations. Set them explicitly and in writing. Read
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Building a Community Around Your Service Brand
Turn a customer list into a local community that refers, defends and returns. Read
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How to Offboard Clients Gracefully and Gain Feedback
Protect your reputation and collect honest feedback when a client leaves. Read
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Turning Annual Services into Semi-Annual Cadences
Double revenue per client by converting yearly visits into twice-yearly maintenance. Read
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Using SMS for Non-Intrusive Client Check-Ins
Short, personal text check-ins that keep past clients warm without feeling like marketing. Read