May 18, 2023 12:00AM
Discover the 3 key principles to reduce agency churn and boost retention. Results are paramount, as clients pay for performance. Being likeable helps, but delivering tangible results is what truly matters. Thanks, Adam.
3 timeless principles to reduce your agency churn and dramatically increase retention.
This is based on nearly 10 years of experience in the agency world and working with over 200 clients.
People sign up and pay for performance. Never forget this.
Contrary to popular belief, you don't need to be likeable - you need to deliver results.
Whilst being likeable can definitely get your foot through the door & keep people hanging around for longer, it won't close deals or keep people burning money.
Your job is to produce results at all costs so focus on this above all else.
2: Speed of communication
The faster you respond (and hopefully resolve) a problem, the more at ease the client will be.
Business owners are spinning many plates and live in a world of chaos.
When they write a message, they need answers quickly to reduce anxiety and appease them.
Replying quickly and efficiently reassures clients that you are in control and that they don't need to exert any additional worry or time to what they're paying you for.
We have a rule that every message must be responded to within 24 hours at the most, and anything more is unacceptable.
It helps to keep employees here with a manageable number of accounts to ensure they can invest the appropriate time into the account and not put out fires all day.
Fewer clients tend to lead to higher quality work and better retention + happier employees as a bonus.
Do not let the client bring you into their world of chaos. You cannot get results working off their schedule so bring them into your world and demand accountability from the beginning.
Do not lose your frame or you will lose the respect of the client very quickly.
People are compensating you for your time as you're meant to be an expert.
And contrary to popular belief, intelligent leaders like to be challenged and pushed as they know it will make them better.
1) Deliver results
2) Communicate quickly
3) Be assertive and stay in control
What would you add to this list that I missed?