Pillar: Keep & Grow
Your cheapest growth is the customers you already have.
Most small businesses lose more revenue after the sale than before it: no follow-up, no reactivation, no referral ask. I build the systems that keep customers coming back.
Solo consultancy. You work directly with Justin Robinson on every engagement.
What this pillar covers
- Client onboarding and handoff
- Retention, churn, satisfaction
- Recurring revenue
- Account expansion
- Referral programs and review requests
(Areas AR14 to AR18.)
Common leaks I find
- A job ends and the relationship ends with it.
- Maintenance agreements that renew only when the customer calls.
- Dormant customers never contacted. Practices often sit on a large pool of dormant patients.
- Happy customers never asked for a review or referral, so the best channel stays silent.
What I do
Build the after-the-sale system: an onboarding and handoff step so delivery matches what was sold; a recurring-revenue offer where one fits (maintenance plans, recall and reactivation for practices); a compliant review-and-referral ask at the moment of delivered value, never incentivized, never gated, built to FTC review rules; and a reactivation cadence for dormant customers.
I’ve built these motions: an affiliate partner program grown to 8 partners reaching 140,000, and customer lifetime value up 27% over a program’s final ~14 months (company records).
How it's measured
- Repeat and rebooking rate
- Recurring-plan penetration
- Reactivations
- Referral-sourced jobs
- Review velocity
Reported monthly, owned by a named person on your team.
Related
Get Chosen
Turn more inquiries into booked jobs.
Build the Engine
Growth shouldn’t live in your head.
Who I Help
The three verticals and their top leaks.
Common questions
What is customer reactivation?
Systematically contacting past customers who haven’t bought recently, with a reason to return: dormant-patient recall for practices, maintenance reminders for trades.
Can I offer incentives for referrals or reviews?
Reviews: no. Incentivized or gated reviews violate the FTC reviews rule, so RobinsonGTC builds ask-everyone flows. Referrals: sometimes, but licensed professions can face referral-fee limits, so check your industry’s rules.
Put repeat business on a system.
One week, $900 flat. Your top leaks priced from your own numbers.