🌟 Best Practices for Connecting with New Customers

Secrets to Connecting with New Customers on Keen 🌟

Make the Most of New Customer Promo Offers

Participating in Keen’s New Customer Promotional Offers is a powerful way to connect with first-time customers, increase your visibility, and grow your business.

These introductory sessions are often a customer’s very first experience on Keen, so it’s especially important to make it a great one. You have just a few minutes to make a meaningful impression that could turn a brand-new customer into a loyal, returning client.

In other words, don’t miss the chance to shine. A great first session reflects positively on both your business and the Keen brand.

Here’s how to turn a short intro session into a lasting relationship.

What Are New Customer Promotional Offers?

These special offers help new Keen customers try our services at a discounted rate. Common promos include:

• 5 Minutes for $1
• 3 Free Minutes
• 10 Minutes for $1.99
• 30-Minute sessions from sister sites like Astrology.com

💡 As an Advisor, you earn at least $1.00 per minute (for U.S.-based customers) during the promotional period. After the customer’s promotional minutes are used, you will earn your per-minute rate (minus fees and commission for the rest of the conversation). 

Before You Begin: Opting In

To participate, check the “Keen New Customer Promotional Offers” box on My Keen.
This puts your listings in front of new customers across the site and app, even before they create an account on Keen.

How to Tell If a Customer Is Using a Promo Offer

Ahead of the reading, you will see the new customer offer on your Call/Chat Monitor under “Customer Offer” 

Knowing what promotion the customer is using can help you adjust your pacing and delivery, especially if time is short.

What to Do During the Session

1️⃣ Start with a Warm, Professional Introduction

• Greet the customer by name if shown.
• Let them know what you specialize in and how you work.
• Set a welcoming, confident tone—many are new to Keen (or readings altogether!).

“Hi, I’m so glad you connected today. I specialize in [topic] and use [tools]. We’ve got five minutes, so let’s focus on what matters most to you.”

2️⃣ Get to the Heart of Their Question

• Prompt them: “What’s your biggest question or concern right now?”
• Stay focused and deliver helpful, actionable insight early in the call.
• Avoid long pauses, vague answers, or over-talking—they’re feeling out the platform and your style.

3️⃣ If There Wasn’t a Connection

It happens—sometimes the energy isn’t a match. If the session felt flat or you’re worried the customer may be disappointed:

• You might follow up with Keen Mail and suggest other Advisors that may be a better match.
• If there was a technical issue (e.g., dropped call, major lag), encourage the customer to contact support—or do so yourself.

“I am so sorry we experienced a technical issue, Keen Support is available to help make it right for both of us.”

Thoughtful Follow-Up After the Call

If the session went well and felt aligned:

• Send a short, personalized Keen Mail
• Reference their topic or situation and avoid generic messages
• Keep it sincere, supportive, and brief

💌 Example:
"Thank you for reaching out today. I enjoyed connecting with you about [topic], and I’m wishing you all the best. I’m here if you ever want to continue the conversation."

💡 Tips to Keep in Mind

Promo Customers Can’t Leave Reviews

Only customers who’ve added paid time after their intro offer are eligible to leave reviews. Instead of asking for a review, focus on delivering an experience that inspires them to come back.

If You Believe You Were Underpaid

If you spoke with a U.S.-based customer and earned less than $1.00/min, or if a session came from outside the U.S. and your payout seems off:

📩 Contact Customer Support within 7 days with:

• The customer’s username
• Date and time of the call
• Billable minutes
• Your earnings shown in Transaction Details

Keen may issue a credit to make up the difference in qualifying cases.

🚀 Final Tips for Success

• Update your profile photo and listings regularly
• Keep your energy warm, focused, and helpful
• Use Keen Mail to stay connected with returning customers
• Never pressure a customer to extend or spend—let the connection speak for itself

🧡 We’re Here to Support You

Have questions about promo calls, payouts, or how to improve your new customer experience? Reach out to our Customer Support team—we’re here to help you grow.