Alisha Esmail has built two very different businesses, and the thread running through both of them is the same. Trust and loyalty. And paying close attention to the people already in your world.
That lesson did not come easily. It arrived as an email, at the dinner table, from one of Road Coffee's biggest clients.
Subject line: we have decided to go in a different direction.
Alisha had no idea it was coming. That moment became the seed of everything she has built since, including Latch AI, a client retention platform designed to catch the quiet signals that a client is drifting before they ever say goodbye.
We talked about silent churn, the clients who do not fire you, they just quietly stop renewing. No angry email. No complaint. They simply disappear. And by the time you notice, the relationship is already gone.
One of Alisha's beta clients had over $650,000 in missed opportunities sitting on the table in a single quarter. They had no idea.
Alisha also introduced me to a phrase I loved: ice cream moments. The small, unexpected gestures that take a client from their head to their heart. We had a genuinely fun disagreement about referrals along the way too.
If you run a service business, this conversation will make you look at your client list very differently.
Key Takeaways
- Silent churn is the most expensive problem most businesses do not know they have. Clients drift first — the signals are there if you are paying attention.
- Slower response times, less engagement, and going quiet are early warning signs a relationship is cooling. You do not need technology to notice — you need to be present.
- As AI drives down the cost of services, the relationship you have with existing clients will become your most durable competitive edge.
- Clients are the heroes of the journey. Build your systems around serving them, not selling to them.
- Ice cream moments matter. Small, thoughtful gestures are often more powerful than any formal retention program.
You can reach Alisha at: alishaesmail@gmail.com
Or on LinkedIn at: linkedin.com/in/alisha-esmail
In appreciation for being here, I have some gifts for you:
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