In this video Jake Setterlun shares a live, unedited one‑to‑one call with a member of his 4,000‑person agency community. The member has just closed two low‑ticket clients and asks how to scale delivery without handling every task personally. Jake walks through the entire fulfillment system he uses across his agencies: a single point‑of‑contact who acts as both account manager and project manager; automated onboarding that triggers task creation in Monday.com or Notion once payment is received; a client‑self‑service flow (calendar booking, onboarding form, pre‑recorded videos, CRM overview, access collection) that is monitored by an AI agent; a backend team of non‑client‑facing VAs (or AI) that execute specific deliverables (content, ads, tech setup) and upload work for QA; a quality‑control loop where the account manager reviews, approves, and passes work back to the client. Jake also highlights the use of tools such as GoHighLevel, ManyChat, Metricool, and AI‑driven reminders and script generation. The conversation illustrates a repeatable, scalable agency fulfillment framework that minimizes the founder’s hands‑on involvement while maintaining quality and client communication.
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In this video today, we're going to be pulling back the curtain and I'm going to be showing you a raw one-to-one conversation that I had with one of our members inside of our community of over 4,000 agency owners, online experts, coaches, consultants, SaaS owners that are currently scaling their businesses and their offers to $100K months. This is a one-to-one conversation. I have these every single week with members inside of the community, and I want to show you a little snippet of what these look like. Enjoy.
What's up, Jake? I implemented the things that you told me last week. We had a talk, uh, and, um, I closed 2 clients. Um, one is for, uh, €1.5K, and the other one is like €2.6K. Uh, yes, Jake, and I wanted to ask you some questions about this because I sold them. That's good. But what about the delivery? I have one editor and I wanted to ask you, in your agencies, how do you structure your team? Like, do you have CMO, CTO? How do you automate the delivery process? Do you take calls?
Yeah. What's the— give me a rundown again, specifically what you're doing. I believe it's traditional like agency, right? Agency services.
Yeah, it's like, um, no, 90 days content, um, social media management, um, uh, ManyChat stuff, the Metricool stuff, the, these things. And then yes, I upsell them to paid ads like for— perfect. Yes.
Yep, yep, I remember that. Okay, so the way that we have all of our agency set up is There is usually some kind of point of contact, so an account manager that they are going to be getting with. Um, this account manager is also going to be the project manager. This is the in-between between your client and everything else going on. Um, they're gonna, they're gonna get on, they're gonna do an onboarding, and then they're going to, when a client signs up, all of their, the tasks of everything that we have to do. And let's just say they're, they're coming in for ads, content, and tech backend setup. That's gonna go to automatically, traditionally we would use Monday. You could use Notion, you could use your own vibe coded out, um, task tracker. And then inside of each one of those things that has to happen, you're gonna have different tasks that'll automatically get added when somebody signs up. And then it's simply assigned to a specific department. And these are people that are not gonna be client-facing. And when those tasks get done, they're gonna upload the work. The account manager is going to basically, you know, approve them, make sure like, okay, this is good, this is good, this is good. It'll either go to the next step in the process, and then after everything is completely done, it'll go to the account manager for final approval, which will then obviously go back to the client or the client will approve. So. Again, main point of contact, account manager, they kind of facilitate everything. They're like a project manager, also quality control. And then you have your backend team. Those are doing like one-off tasks based off of the specific setup and specific deliverables for each service. Does that make sense?
Yeah. Yeah. So you don't automate the process, but yeah, you use automations, but for sure. Yeah, but you still like have one person that is like, that have knowledge to approve the work.
It depends. We in every single one of our agencies, we do not have like a true, we have automated onboarding as much as possible. We have an AI agent that, you know, tracks where they're at, but we still do an onboarding, a live onboarding with a human. Um, for every single one of our clients, whether they buy like a buyout, that's a little bit more low ticket, whether they buy SEO, whether they buy, you know, something that's more of like a high ticket retainer. Um, we still do an onboarding. It just might be, hey, that's the one onboarding and we'd never meet with them again. Um, it just, that just might be how it is. Um, and then a lot of the AI and all of that on the backend comes with email support and Mainly for the, the fulfillment of anything. So, you know, as an example, if I'm scripting out a VSL or content for a client, it's gonna go into that backend dashboard. It's gonna take the client's onboarding info, the notes from the onboarder.
Mm-hmm.
And then at that task, it's like, okay, go out and make the scripts. And then, you know, there will be a QA, you know, function inside of there, whether it's AI or the actual account manager looking at it.
So if you can like fully explain your process, yeah, like your sales rep goes to a meeting, he closes like he closes one or two meetings and then what is the process like? What do you do after the—
Gotcha. I'm gonna point you towards auto ops because it is in school, but I'll tell you just so you can kind of see what that process looks like. Biggest thing that we're looking for is payment. So there, number one is when we get payment from somebody, then it shoots automatically to our backend. I'm going to use monday.com just because that's what, um, probably everybody knows of, or Notion. It goes into a Monday dashboard where it says, okay, this client is signed up and paid. And then inside of that automation, it's going to preload all of the tasks. That we're going to have to take care of for that client. There's onboarding tasks, there's recurring tasks that after 30 days, you know, will pop in there, but it's all set up automatically based off of that client paying for the services. From that, the client, after they pay, they're directly going to be able to go to a calendar to book an appointment. After they book an appointment, they're going to go to an onboarding form. They're going to fill out their onboarding form with all their information. And then after that, that's when the sales rep makes the handoff between like, hey, you're set up, you're good to go. Now it's time for you to work with support. You have your onboarding booked. They're going to take you from here. Between that, after they fill out the onboarding form and before they hop on the live onboarding call, we have, you know, I'll give you an example with, with an ads client. There's 4 steps that they go through. They watch A prerecorded onboarding video. This is like a 3-minute video. It's expectations. Here's what the support timeframe is, XYZ. Next is a CRM overview. So they're looking at GoHighLevel. They're trying to get into their GoHighLevel account. The third is giving us access to their Facebook. So obviously not everybody is able to do this, but we try to get at least 50% of people to give us access to everything. It makes the actual onboarding much easier. And then the fourth is we start asking them to start think of, hey, do you have any competitors? Do you have any other ads that people, you know, are currently running that you like the look of? Because we can copy 'em, we can, you know, make ones that are very similar. So that's the 4 steps. That's the automated part of the onboarding where we're not doing it. It's completely taken care of by the client. There is an AI that we have built out inside of GoHighLevel. That it does check every single day before the actual onboarding, um, just to make sure that they're going through that onboarding process, just reminding them, hey, make sure you fill this out before the onboarding. Um, and then account manager gets on, CSM, whatever you want to call them, gets on, does the onboarding. They are filling out an onboarding form. Everything, by the way, is going back and living inside of Monday. Right? We want Monday to start knowing exactly what's going on with that client. And then inside of there, when those automated tasks are basically created and assigned inside Monday, we have all of our backend team, all the AI automations, et cetera, is basically just waiting for those to populate. And then they know exactly what task they have to do. And those backend team members, if it's not AI, are all VAs. And, you know, individuals that are just kind of waiting and good at one thing, but they're not customer-facing.
