Customer experience, success and retention · Sales
Keep the check-in calls and feedback going after the first month's enthusiasm fades.
Most retention plans start well. The first month, every key account gets a call and every patient gets a feedback message. By the third month, a busy season has pushed it all aside, and the next anyone hears from an unhappy customer is when they leave.
Scope, fee, reporting and term are agreed in writing after we have read your brief and spoken to you.
In one paragraph
Customer experience, success and retention is the ongoing work of looking after existing customers: planned check-ins, short satisfaction checks and reaching out before a problem becomes a complaint. GullySales runs that programme alongside your team and reports retention against the baseline.
This service is the running of the plan, not the writing of it. We keep the calendar of check-ins, send the short feedback requests, flag the accounts that have gone quiet, and put the numbers in front of you against the baseline.
The problem
Does this sound like your business?
What owners tell us on the first call, in their words.
“We had a plan and it lasted one month”
A well-designed retention plan gets followed closely at first and then quietly lapses once the team gets busy with something more urgent.
“We find out a customer was unhappy when they leave”
A bank sends one relationship survey a year. A two-question check more often would catch a souring relationship while it can still be fixed.
“We only call customers when they look likely to leave”
By then the decision is usually made. The regular calls that might have kept them never happened, because nobody owned the calendar.
What we do
Everything that is included.
Each deliverable, and what it gets you. Nothing here is an extra.
Ongoing touchpoint calendar
A running schedule of check-ins, updates and satisfaction touches across the customer base, maintained continuously rather than in bursts.
Continuous satisfaction tracking
Regular, lighter-touch satisfaction checks rather than a single annual survey, catching problems while they are still small.
Proactive support triggers
Support reaching out based on early signals, rather than waiting for the customer to raise an issue.
Retention reporting
A regular, plain report on retention health across the customer base, not just individual account status.
Programme management
The whole programme run and adjusted continuously, so it does not depend on any one person remembering to keep it going.
How the result is measured
- Overall retention rate
- Continuous satisfaction score trend
- Proactive outreach volume and outcome
- Programme adherence to the touchpoint calendar
Recorded as a baseline before work starts, so every later report has an honest comparison.
Who it is for
This is written for you if these sound familiar.
- Businesses that wrote a retention plan or journey map and stopped following it within a quarter
- Wealth managers, banks and B2B suppliers whose best accounts hear from them only at renewal
- Hospitals and hotels that collect feedback forms nobody reads until a bad review appears
- Owners whose account managers each look after customers their own way, with no common calendar
Not for
It is not the right fit if.
- You have not yet worked out where customers drop off; start with customer experience strategy and journey mapping
- You have a few dozen customers the owner already knows personally; start with a single piece such as customer onboarding
How it works
From your first message to the first report.
No open-ended retainer. Every step gives you something in writing.
First
Your brief
You tell us what you need in a few short steps: your business, what you want, where enquiries come from and how they are handled.
After the brief
A conversation and a written scope
We read it, then talk with whoever handles your enquiries. If you want our help, the scope, the fee and the reporting come in writing, and nothing starts before you have read them.
Before work starts
Baseline recorded
The numbers this work is meant to move, such as enquiries, quotations, orders, visits or renewals, written down so every later report has an honest comparison.
After the baseline
The first fix goes live
The fix we agreed to start with is put in place and measured against the baseline, whether that is a reply, a follow-up, a page, a listing or the handover between marketing and sales.
As agreed
Report against the baseline
What moved, what did not, and what changes next, in plain words. How often you get it is set in writing before work starts.
At renewal
Renew on the numbers
The term ends and you decide whether to continue from the results. The length is agreed in writing before anything starts.
How the work runs
- 1
Set the programme baseline
Current retention, feedback and check-in activity recorded, so every later month is compared against where you started.
- 2
Build the running calendar
Check-ins, feedback requests and early-warning triggers scheduled account by account.
- 3
Operate the programme
The calendar run consistently, with proactive outreach based on the signals it surfaces.
- 4
Report and adjust
Retention health reported regularly, with the programme adjusted as the customer base and business change.
Why us
Why owners pick GullySales over an agency.
Marketing and sales, as one job
Most agencies stop at the enquiry. We also fix what happens after it: the reply, the follow-up, the quote and the CRM.
The person on the first call does the work
No account managers in between. You are never handed to someone you have not met.
A baseline before anything starts
Your numbers are written down on day one, so every later report compares against something honest.
The fee in writing, split three ways
Our time, your media spend and production on separate lines. You always see what goes to us.
No guarantees we cannot keep
The term is agreed in writing and never a default twelve months. We never promise a ranking or a lead count, because nobody controls those.
One office, and we say so
Nagarbhavi, Bengaluru. We work across India by call and WhatsApp and travel when a session needs to be in person.
#257, 3rd floor, Sri Nanjundeshwara Complex, Nagarbhavi 8th Block, Outer Ring Road. How we work.
Engagement options
Ways to work with us.
Pick the size of commitment that fits. Every option starts with your brief and a conversation.
Option 1
The conversation on its own
A call after you send your brief. It says honestly whether you need outside help, and many fixes are ones your own team can make.
Option 2
One fix, scoped
Start with the fix that matters most, such as reply time or follow-up. The fee is in writing before anything starts.
Option 3
An ongoing programme
We run the work, report against the baseline, and you renew on the numbers. The term and the reporting are agreed in writing first.
Option 4
Guidance for your own team or agency
We plan, brief and check the work of your in-house team or current agency, instead of replacing them.
Your brief
Tell us what you need, and we will read it before we call.
Eight short steps about your business, what you want and who decides. Most questions are a tap, and you can skip any you would rather answer on the call.
FAQ
Questions owners ask before they call.
Not here? More answers, or ask on WhatsApp.
How is this different from customer retention strategy?
Does this replace our existing account managers or support team?
What does a satisfaction check actually look like?
Can we start smaller and grow into this?
How much does it cost?
How long is the contract?
How soon will we see results?
What do you need from us?
What if we are not happy with the work?
By industry
Customer experience, success and retention, written for your industry.
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Read before you buy
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Your next practical step
Tell us what you are trying to grow, and we will read it before we call.
Eight short steps, mostly taps. Skip anything you would rather answer on the call.