A short instructional talk describing a client success strategy for onboarding, setting clear expectations, and preventing scope creep. The speaker emphasizes running a primary campaign per client, optionally adding secondary campaigns, limiting back-and-forth on design or complex deliverables, and clarifying the boundary between marketing (lead generation) and client sales/follow-up responsibilities.
What's up, guys? Today we're going to be going over our client success strategy, how we onboard clients smooth set the right expectations and then how we retain them long term and get retention referrals and reviews and stuff like that. As far as expectation setting, what we do and don't do, avoiding scope creep. Scope creep tends to happen when a client doesn't have full trust in us, so they want to control the process. We can't allow this, guys. We can't allow this. We have to always be carrying the reins. We have to always be the captain of the ship. We have to keep the crew at ease. We have to keep the crew doing their part, but not trying to impede on what the captain wants to do in terms of steering the ship. Right? So we have to make sure that they know that we have a clear vision and that we have clear expectations of what we're going to do. So what we do, we launch one primary campaign for all of our clients. Then in addition to that, we can launch secondary campaigns we can stack things on. We don't have any problem doing that. What we're not going to do is go back and forth over design multiple times, spending a bunch of time fine tuning funnels, building out complex graphics logos, things like that, that a lot of back and forth. What we're going to do is we're going to try to install the service that they paid for and that's it. So setting the clear expectations with clients is so important. We have to set the clear expectation that, hey, all we can do is bring people to you, we can bring awareness to your business, we can get people on the phone with you, we can get people booking appointments with you. But there's only so much marketing can do before sales has to step in. And we have to look at what sales is doing because we can't force someone to buy with you. We can't force your team to follow up with the leads perfectly and give people a good customer experience. So we need to make sure we're setting clear expectations with our clients so they know that, hey, we're not in Texas selling the cars for you. If we were going to do that, we would just open a car dealership ourselves. So we need to just set that clear expectation from the jump and make sure that they fully are clear on what they need to do versus what we need to do.
