In Episode 140 of the Scratch Agency Podcast, co-hosts Stephen Turnbull and Shawn Fitzgerald break down their step-by-step renewal workflows, sharing what works (and what doesn't) when it comes to proactive client retention, automations, audits, and upsell opportunities.

From custom renewal checklists and 60-day touchpoints to virtual team involvement and CRM triggers, Stephen and Shawn get deep into the weeds on how they structure renewal reviews that drive retention, increase cross-sells, and prevent cancellation headaches before they start.

💡 Whether you’re running a solo shop or scaling a team, this episode helps you rethink your entire approach to renewals — and gives you the language, tools, and structure to make the process more intentional, efficient, and impactful.

🔥 If you’ve ever had a client say “I haven’t heard from you in 3 years,” or you’re tired of last-minute reshops, this episode is a playbook for leveling up your service rhythm.

🕒 Timestamps:

00:00 – Intro: T5 Hats, Socks & Community Chats

02:45 – Why Renewal Touchpoints Matter More Than Ever

06:13 – Automations: Email, Text & Booking Links

11:40 – Renewal Audits, Checklists & Internal Decision Trees

17:25 – Monoline vs. Packaged Accounts & Cross-Sell Triggers

21:10 – Tracking Mortgage Billing & Preventing Cancellations

26:03 – When to Shop vs. When to Stay Put

30:14 – How to Warm Clients Up to Inevitable Increases

34:46 – CRM Tags, Team Roles & Standardizing Outreach

40:05 – Documenting the Process & Running It as a Team

45:20 – Final Advice: Clarity, Consistency & Client Confidence

🎧 Listen on Spotify:

https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl?si=33a6cfadba084957

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