Getting leads is just the start. The real challenge is turning them into loyal clients, and that takes more than one phone call. You want to build lasting relationships that lead to renewals, referrals, and real growth.

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In our latest Spark webinar on client retention strategies, the training team shared tips on what to do after you get a lead, and what it takes to retain clients year after year. From appointment-setting best practices to building trust and closing the sale, this session gave agents a practical blueprint for long-term success.

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Didn’t make it to the live session? No worries—we’ve got you covered.

Check out the highlights below, or watch the full recording here.

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Why client retention matters

Your relationship with a client doesn’t end at enrollment. Clients want to feel seen, supported, and valued. Retention efforts help:

• Reduce the cost of client acquisition
• Create trust and improve your reputation
• Lead to more cross-selling opportunities (hello, ancillary products!)
• Drive referrals through satisfied clients

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Key strategies for agents

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1. Make member experience a priority. 

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From your first conversation, focus on creating a memorable and helpful experience. That includes providing clear customer service contacts (yours or your agency’s), explaining how clients can get help after enrollment, and making clients feel supported with care management as their needs evolve. Remind clients that healthcare needs can change but so can your plan.

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2. Be accessible and reliable.

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The #1 complaint you don’t want your clients to have? “I never heard from my agent again.” Set yourself apart by being reachable, even if it’s just by email or a scheduled callback.

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3. Build personal connections.

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Use shared interests or past conversations to build trust. If your client has a surgical procedure coming up, a quick call wishing them well before their hospital stay goes a long way. Take notes in your CRM so you can follow up meaningfully the next time you talk.

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4. Educate proactively.

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Help clients navigate plan changes, benefits updates, or healthcare needs. Consider scheduling annual benefits check-ins to ensure clients stay on the right plan.

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5. Use Spark tools.

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From email templates to automated birthday cards, Spark offers a full suite of tools designed to help you retain clients without adding hours to your day.

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Helping clients feel supported year-round isn’t just good service — it’s good business. When you build relationships that last, you build a business that lasts, too.

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Focus your attention where it counts, and where it compounds over time. Follow up with current clients, even outside of AEP. And be sure to explore our retention program on the Spark platform to automate your outreach.

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Want to see how Spark helps top agents grow? Book a demo to get started.

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