By: Dr. Connor Robertson

For many new business owners, growth often revolves around chasing cold leads, running ads, or hiring salespeople. However, Dr. Connor Robertson takes a more strategic approach: he begins with what’s already available. He believes that, in many cases, the fastest path to growth in any business—especially a newly acquired one—lies with its existing customers. Not just for repeat purchases, but for generating reviews, referrals, and long-term brand development. This approach doesn’t merely drive revenue; it can help reduce acquisition costs, increase customer lifetime value, and build sustainable momentum.

Here’s how Dr. Connor Robertson works to transform customers into a growth engine for the business.

Step 1: Assess the Current Customer List

When a business is acquired, Dr. Connor Robertson starts by evaluating the existing customer base. This includes:

• Exporting customer lists from CRMs, spreadsheets, or invoice systems

• Segmenting by the date of the last purchase, frequency, and average transaction size

• Identifying the top 10% of high-value customers

• Flagging inactive customers who haven’t made a purchase in the past 6–12 months

The goal here is to understand who the true customers are—not just leads, but those who are already paying and trusting the business. This provides a solid foundation for re-engagement and relationship-building.

Often, even businesses with limited marketing efforts have hidden opportunities within their existing customer lists. Dr. Connor Robertson knows how to tap into this potential.

Step 2: Send a Welcome Letter From the New Owner

One of Dr. Robertson’s hallmark strategies is sending a personal letter or email from the new owner. This isn’t intended as a sales pitch but rather as an introduction to reestablish the connection.

The message typically includes:

• A warm thank you for their past business

• Reassurance that the transition will be smooth and nothing will change drastically

• A mention of improvements they can expect

• A reminder of the values the business stands for

• A clear contact point in case they have any questions

This thoughtful gesture helps reset the relationship and humanizes the ownership transition. It’s also a great opportunity to confirm contact information, gather customer preferences, and update communication preferences.

Customers who may have felt overlooked are re-engaged with this simple but effective approach.

Step 3: Install a Review Request System Immediately

Building a solid reputation takes time, but Dr. Robertson understands the importance of accumulating positive reviews early in the process.

His approach includes:

• Setting up automated review requests through email or SMS

• Asking for a Google review within 24 hours after a service is completed or a product is delivered

• Providing a direct link and clear instructions for leaving the review

• Training staff to casually ask happy customers if they would be willing to share their experience on Google

He also encourages the celebration of every review, both internally and publicly.

In the first 90 days, these efforts can significantly increase the volume of 5-star reviews, which helps to build trust with potential customers.

Step 4: Launch a “Welcome Back” Campaign

Reactivating past customers is often more cost-effective than acquiring new ones. Dr. Robertson runs reactivation campaigns that may include:

• “We Miss You” emails with special offers

• Personalized text messages with a booking link for easy re-engagement

• Phone calls from the office team to check in

• Postcards with a handwritten note and a small discount offer

By targeting customers who haven’t purchased in the past 6–18 months, he often sees a good response rate, especially when the outreach feels personal and is low-pressure.

A 10–20% reactivation rate can often bring back significant revenue that may have otherwise been forgotten.

Step 5: Create a Referral Culture

Rather than relying on traditional referral programs, Dr. Robertson works to build a culture of referrals. He trains the team to:

• Ask for referrals after delivering great experiences

• Use the phrase: “Who else do you know that might benefit from [problem]?”

• Offer small thank-you gifts, gift cards, or bonuses to those who refer customers

• Publicly acknowledge and thank those who refer new business in team meetings

He also sets up referral automation, such as:

• An email drip campaign that invites previous customers to refer others

• Automated thank-you messages when referrals come through

• Simple, one-click referral forms or landing pages to make referring easy

Since many customers may not refer unless asked, this system helps transform passive goodwill into active growth.

Step 6: Introduce a Customer Loyalty Ladder

Customer loyalty isn’t about point systems; it’s about creating a meaningful, structured journey. Dr. Robertson often designs loyalty tiers such as:

• First-time buyer → Receives a thank-you gift and a request for feedback

• Repeat buyer → Receives a loyalty bonus or early access to promotions

• Top buyer → Receives a handwritten thank-you card and direct access to the owner

• Referring buyer → Receives a public thank-you or a small gift

• Raving fan → May be featured in marketing or invited to exclusive events

Each level up the ladder feels earned and appreciated, fostering a deeper sense of connection.

This approach transforms the business into a community rather than just a service provider.

Step 7: Use Testimonials as Growth Assets

Once reviews and customer stories start to come in, Dr. Robertson makes sure to turn them into valuable content:

• 30-second video testimonials shared on Instagram

• Before-and-after case studies posted on the website

• Carousel posts featuring customer quotes

• LinkedIn shout-outs thanking power users

• A testimonial wall inside the office or retail space

He even creates dedicated “customer story” pages on the website that help with SEO and conversion. Every piece of feedback becomes an asset that can drive growth.

Step 8: Invite Feedback Early and Often

Dr. Robertson knows that early feedback—especially from dissatisfied customers—can be invaluable if caught before it becomes public. He uses multiple tools to collect this:

• NPS (Net Promoter Score) surveys sent after delivery

• A feedback form included on receipts and invoices

• A “text the owner” phone number for confidential feedback

• Regular emails checking in with customers, asking: “How are we doing?”

This feedback loop does more than prevent churn—it often leads to new service ideas, opportunities for upselling, and operational improvements.

Moreover, it shows customers that their opinions matter, which helps increase retention.

Final Thought: Your Ideal Growth Is Already in Your Phone

Dr. Connor Robertson’s approach may not be flashy, but it’s highly effective. It’s not about complicated funnels or viral tactics. Rather, it’s about leveraging what the business already has: real customers, real stories, and real trust.

By focusing on the existing customer base, Dr. Robertson unlocks:

• Faster sales

• Stronger referrals

• A more robust reputation

• Higher lifetime value

• More predictable cash flow

In a world where many chase the next big marketing hack, Dr. Robertson reminds us that the growth you need might already be sitting in your CRM.

To learn more about how Dr. Connor Robertson continues to help businesses grow with their existing customer base, visit www.drconnorrobertson.com.

Disclaimer: The information provided in this article reflects the strategies and experiences of Dr. Connor Robertson based on his approach to customer retention and business growth. While these methods have been effective for many businesses, individual results may vary depending on factors such as industry, customer base, and business practices. The content is intended for informational purposes only and should not be construed as a guarantee of specific outcomes. Readers are encouraged to consider their own business context and consult with professionals or experts before implementing any of the strategies discussed.