Before the call
- Pull the client's week 1 baseline and current numbers. If there is no baseline, use the first scorecard you have.
- Write three results in the client's own words, taken from the community, call notes or check-ins.
- Write the one gap the client has named most often. This is what the next phase is for.
- Confirm which offer you are making: renewal, upsell, downsell or continuity. One offer. Have the other tiers ready but do not lead with a menu.
- Book 30 minutes. Send a one-line agenda: what you got, what is next.
The script
Part 1: review the results (5 minutes)
Open with the numbers, not small talk. The client should hear where they started and where they are now, from you, before they say anything. A line that works: when you joined in March you were at X. This week you are at Y. Here are the three things you said along the way. Then stop and let the client react. Most clients underrate their own progress until someone reads it back to them.
Part 2: name what is still open (5 minutes)
Ask what they wanted that has not happened yet. Then say the gap you wrote down before the call and check it matches. This is the part most renewal calls skip, and it is the part that makes the offer make sense. Without a named gap, the next phase is just more of the same.
Part 3: show the next phase (5 to 10 minutes)
Describe what clients in the next phase are working on, in terms of the gap the client just named. Use one named example of a client who was where they are and what they did next. Cover format changes plainly: what stays, what changes, what is new.
Part 4: make one offer with a date (2 minutes)
State the offer, the price, the start date and the decision date. Then stop talking. The offer should sound like the obvious next step in the conversation you have just had, because it is.
Part 5: handle the answer (5 to 10 minutes)
| What the client says | What it usually means | What to do |
|---|---|---|
| Yes | They were waiting to be asked | Confirm the start date and send the link on the call |
| I need to think about it | No decision date, or a question they have not asked | Ask what they would need to know to decide, then set the follow-up date on the call |
| It is the price | The value is clear, the budget is not | Offer a longer billing term or the downsell tier. Do not discount the same offer |
| I did not get enough out of it | A delivery problem, not a sales problem | Stop selling. Book a results review with the coach. Fix first, offer later |
| I want to do it on my own for a while | They are done with the intensity, not with you | Offer continuity. Keep them in the community |
After the call
- Log the outcome and the reason in the client record the same day. Renewal reasons and non-renewal reasons are the best product research you have.
- If the answer was not yes, the follow-up date goes in the calendar before you close the tab.
- Tell the coach. A client who is deciding should be given a hot seat on the next call.
- Review non-renewals weekly as a team. Three clients citing the same gap is a resell offer waiting to be built.
What makes the script work
The results review. If the first five minutes do not land, nothing after them will. That depends on results tracking being in place from week 1, which is why we build tracking before we build the renewal process. A renewal call is the tracking system paying out.
