[InSights] Clients Retention Happens Between Deliverables

10 snips

Mar 2, 2026

Hailey Birkner, Account Manager at Haley Marketing who specializes in client experience and automation, explains why retention is earned between deliverables. She discusses consistency over intensity, scaling personalized outreach without losing authenticity, using automation to nurture at scale, and treating account management as a coaching-driven growth engine.

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ADVICE

Schedule Quarterly Touchpoints

Reach out to all clients at least quarterly with light, helpful touches to stay top of mind.
Hailey says quarterly check-ins surface opportunities and ensure clients know who to contact when they’re ready.

ADVICE

Use Automation To Free Up Human Touch

Use campaigns and automation to handle repetitive touches so account managers can focus on genuine connections.
Hailey outlines building lists, filtering by offer, creating email sequences and tracking campaign results for optimization.

INSIGHT

Account Management Needs A Plan

Account management must be planned, not an afterthought, with segmentation, messaging, and timing mapped out.
Brad Bialy invokes 'plan your work and work your plan' to stress calculated outreach and internal coordination.

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In this episode of InSights, Brad Bialy sits down with Hailey Birkner (Account Manager with Haley Marketing) to unpack why retention is built between deliverables and how intentional account management drives deeper relationships, stronger loyalty, and more revenue from the clients you already have.

About the Guest

Hailey Birkner is an Account Manager at Haley Marketing, where she helps staffing firms turn strategy into sustainable momentum. With a background in automation and client experience, she lives at the intersection of service, clarity, and trust—coaching clients toward consistent, long-term success.

Key Takeaways

Retention is earned between the wins.
Consistency beats intensity—every time.
Silence is not success; feedback fuels growth.
Automation supports relationships, it doesn’t replace them.
Authenticity is your only real competitive advantage.

Timestamps

[03:25] – “Retention is built between deliverables” reframed
[04:12] – Why service alone is just table stakes
[05:08] – Consistency over intensity in client relationships
[06:25] – Scaling personalization without losing authenticity
[08:09] – Coaching vs. transactional account management
[09:52] – Quarterly touchpoints that create momentum
[11:00] – Using automation to nurture at scale
[13:42] – Plan your work, work your plan
[15:05] – Why silence is not success
[16:54] – Creative follow-ups that re-engage clients
[18:58] – Writing emails people actually respond to
[21:06] – Segmenting accounts for smarter growth

About the Host

Brad Bialy is a trusted voice and highly sought-after speaker in the staffing and recruiting industry, known for helping firms grow through integrated marketing, sales, and recruiting strategies. With over 13 years at Haley Marketing and a proven track record guiding hundreds of firms, Brad brings deep expertise and a fresh, actionable perspective to every engagement. He’s the host of Take the Stage and InSights, two of the staffing industry’s leading podcasts with more than 200,000 downloads.

Sponsors and Offers Heard

InSights is presented by Haley Marketing. For a limited time, we're offer 50% off of a brand new staffing website. Just message Brad Bialy on LinkedIn and mention the Crazy Website Promo.

Book a 30-minute business and marketing consultation with host, Brad Bialy: https://bit.ly/Bialy30

This episode is brought to you by FoxHire. If you’re looking for an Employer of Record partner that helps recruiters confidently grow contract placements and build recurring revenue without taking on extra risk, FoxHire is perfect for you. Learn more at FoxHire.com/Haley