Stop losing the accounts you already won.
Customers rarely leave over one bad delivery. They leave after six months of small misses nobody wrote down. This playbook gives your route reps and service managers the words and the paperwork to catch it early.
Built for route-based service
If a driver or technician visits your customer on a schedule and your revenue renews on a contract, this was written for you.
Seven stops on the account's route
Retention works like a route: a repeatable system with inputs, checkpoints, and measurable output. Each stop is a point where accounts are kept or lost, and each comes with word-for-word scripts, a fillable template, or both.
-
Stop 1
The Math of Keeping Accounts
The lifetime-value formula that tells you how hard to fight for an account, the real cost of replacing one, and five KPIs with working targets.
-
Stop 2
Early Warning
The eight signs an account is leaving, and a weighted health scorecard you run on 10 accounts a week to catch risk before the termination letter.
-
Stop 3
The Save
The 48-hour rule, a five-step save sequence, and scripts for the first call, written notices, the four most common reasons customers leave, and the win-back.
-
Stop 4
Service Recovery
The HOLD sequence, response-time standards, complaint and follow-up call scripts, and when a credit helps instead of hurts.
-
Stop 5
Account Growth
A 90-day onboarding plan, a check-in cadence by account size, and a business review script that finds growth in the customer's own problems.
-
Stop 6
Your People
Train drivers to spot threats, steady the customer, and hand off to the manager the same day. Plus a four-part coaching conversation, documentation that holds up to a neutral reader, and a written-warning script.
-
Stop 7
Route Economics
A route audit that finds where overtime hides, four restructuring options, and how to reroute without losing the customers on it.
Plus the weekly retention rhythm: five 30-minute habits, one per weekday, that keep every stop on schedule.
Not a consultant's theory
I'm Hakeem Jawanza. I've worked in route-based service since 2017, first on the operations side and now as a service manager responsible for keeping accounts on the books.
Every script here comes from conversations I've had on loading docks, in kitchens, and in back offices. I wrote them from scratch so any service company can use them, whatever the industry.
Try Script 1 free
Get Script 1, the first save call, by email. Use it on your next cancellation and judge the rest of the playbook by how it goes.
Questions
- What format is it?
- A 17-page PDF playbook with 13 scripts, plus 8 fillable PDF templates you can complete on a phone, tablet, or computer and print for the account file.
- Can my whole team use it?
- Yes. One purchase covers you and your team. Use the scripts and templates in your business as often as you like. You may not resell, republish, or share the files outside your company, or present the content as your own.
- How do I get it?
- Instant download after checkout. Updates to the scripts are free.
- What if it doesn't fit my business?
- Try Script 1 free first and judge for yourself. Because the playbook is an instant digital download, all sales are final and refunds are not offered.