Jarrad GouldingCEO & Founder, The Local Guys · Founder & CEO at The Local Guys - Supporting over 100 franchise partners around Australian & New Zealand in the service industry.

Repeats, Reviews and Referrals #franchising

Name: Repeats, Reviews and Referrals #franchising
Uploaded: 2026-03-17T07:30:45+00:00
Duration: 27 s
Channel: Jarrad Goulding
Description: In this segment of the YouTube video, Jarrad Goulding emphasizes that retaining existing clients is far more profitable and efficient than constantly…

17 Mar 2026 · 0 min

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In this segment of the YouTube video, Jarrad Goulding emphasizes that retaining existing clients is far more profitable and efficient than constantly acquiring new ones. He argues that treating service recipients as "clients" rather than "customers" fosters a longer‑term relationship. To generate repeat business, he outlines a proactive scheduling system: notify clients well before their next service is due, pre‑book appointments (often for a full year) and send reminder messages a week in advance. He notes that many successful franchise partners adopt this model, booking repeat appointments before a client leaves a job and maintaining a pipeline of recurring revenue, which is more valuable than one‑off sales.

You've done all of that, you've done all the hard work. It's way easier to turn that client into a second time visit or client and a third time and a fourth time and a fifth time and for the next 10 year client than it is to keep winning new clients and have to go through that whole process again every single time. So much, much better to have ongoing clients profitability-wise and just hassle-wise and everything than it is to constantly be getting new clients in.
And what are some levers they can pull to get those repeats going? Every single time?
Yep. So for me, I like to think of, I mean, that's why we call them clients. We don't call them customers. So I will notify you when your testing is due, before your testing is due, like a month out or whatever. And we'll have that booked in. A lot of our best franchise partners book that in before they leave the job. So it's booked in for 12 months' time again. And they send them a message to notify them a week out or whatever, just as a reminder, but it's pre-booked in. So having recurring clients in there is way more important than, than just trying to hit those one-offs.