RetentionLeila Hormozi's SOPs 📕 Original resources

Five-Star Service

Five service standards: concern, courtesy, fix it the first time, educate and empower, and be timely.

Try this: Grade your last five support replies against the five.

▶ Team HQLV 5 ProductizeLV 9 Capitalize

Fill in the blanks

We reply within . Every reply shows concern, stays courteous, fixes it the first time, teaches , and we follow up .

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Common questions

What is Five-Star Service?

Five service standards: concern, courtesy, fix it the first time, educate and empower, and be timely.

How do I use Five-Star Service in my business?

Grade your last five support replies against the five.

Where does Five-Star Service come from?

It is summarized from Leila Hormozi's SOPs, in our own words. It belongs to the Retention part of the Hormozi Game Codex.

At what stage of growth does Five-Star Service matter most?

In Hormozi Game it shows up at Level 5 (Productize), Level 9 (Capitalize) of the 10-stage roadmap.

More Retention frameworks

Angry BoatThe roadmap's named method for handling upset customers at Level 2. Your notes name it without details.$100M Scaling RoadmapActivation PointsThe action or result that predicts a customer will stay. Find it, then onboard everyone toward it.$100M Playbook – RetentionLifetime UpgradesBonuses that keep members around. Pick when they get it (after a wait or a milestone) and what (one-time, rotating, or a permanent upgrade).$100M Lost ChaptersThe 4RsAt the end of every Fast Cash play, collect four things: Reviews, Results, Referrals, and Resells.$100M Playbook – Fast CashChurn ChecklistFind activation points, onboard to them, reward early wins, connect customers to each other, offer annual plans, and talk to people who cancel.$100M Playbook – RetentionThe 5 Horsemen of RetentionFive habits shared by low-churn businesses: track usage, reach out twice a week, send handwritten cards, host regular events, and do exit interviews.$100M Playbook – Retention

Turn frameworks into progress

Hormozi Game walks your real business through 10 levels and 80 quests. Free, no account needed.

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