Retention Process
How Magnolia Core maps client journeys, assigns internal owners, and delivers retention plans professional practices can run without outside dependency.
From first call to plan in your hands
Our retention process mirrors how a practice manager would onboard a new coordinator—except we document the entire client relationship and hand back a playbook your team owns.
The five phases
- Discovery intake — We learn your practice structure, service lines, client segments, and who currently sends follow-up communications. You share sample documents: intake forms, closure letters, renewal templates, complaint logs.
- Journey mapping — Advisors diagram each path from inquiry to re-engagement. We mark moments with no assigned owner, conflicting messages between offices, and delays that exceed what clients in your field tolerate.
- Staff alignment sessions — Short interviews with partners, coordinators, reception, and billing. We ask what clients actually say on calls—not what policies claim happens.
- Plan drafting — Written retention plan with 90-day priorities, revised scripts, calendar triggers, and three metrics to review monthly. Partners comment before finalisation.
- Handoff briefing — Leadership walkthrough plus optional staff rollout. You receive files in formats your team already uses (Word, PDF, printed workbooks)—not proprietary portals.
What makes our process different
We do not deliver a hundred-slide deck. The core artifact is a retention operations packet: journey map poster, touchpoint owner matrix, template library, and measurement worksheet. Practices hang the map in the break room; coordinators keep the matrix at reception.
Timelines by engagement type
| Engagement | Typical duration | Your time required |
|---|---|---|
| Retention Audit | 4–6 weeks | ~8 hours across leadership and staff |
| Touchpoint Review | 2–3 weeks | ~4 hours focused on nominated moments |
| Renewal Workshop | Single half day | 4 hours blocked for up to 12 people |
Ready to start?
Most practices begin with a Retention Audit or a Renewal Workshop if a deadline looms. Contact us with your practice type and preferred timeline—we suggest the right entry point.