Building Customer Loyalty

Coffee Break with Jake

In this episode of Coffee Break with Jake, we tackle one of the alarm and security industry's biggest challenges: customer retention. Jake and his guests offer practical strategies for reducing attrition, engaging clients, and protecting accounts from competitors.

Whether you're a business leader, sales professional, or technician, you'll discover actionable insights to build customer loyalty and boost long-term revenue.

Key highlights from this episode:

✅ Why attrition is the most important metric to monitor and how to calculate it
✅ How to recapture accounts when customers move (old address and new address strategies)
✅ Training customers at install to prevent misuse and dissatisfaction
✅ Best practices for sales reps to attend installs and build long-term trust
✅ Creative follow-up processes, including phone calls, contact cards, and resource emails
✅ Turning unexpected service charges into opportunities to sell maintenance plans
✅ Using service agreements and camera system health monitoring to boost RMR and retention

Coffee Break With Jake is recorded live every Friday at 11am ET. Join us live or register to attend at https://go.ssandsi.com/coffeebreak.