Joshua NelsonSeven Figure Agency · Mentor / Coach at Seven Figure Agency

Discover why clients leave agencies - it's not what you think!

Name: Discover why clients leave agencies - it's not what you think!
Uploaded: 2023-10-17T01:54:20+00:00
Duration: 45 s
Channel: Joshua Nelson
Description: In this concise advisory segment, the speaker explains that client churn is often driven not by poor performance but by a perceived lack of care and…

17 Oct 2023 · 1 min

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In this concise advisory segment, the speaker explains that client churn is often driven not by poor performance but by a perceived lack of care and insufficient communication. He emphasizes the necessity of a structured communication process, recommending at least monthly live check‑ins and written recaps highlighting wins and accomplishments. The speaker illustrates the point with a real‑world example from his own Plumbing and HVAC SEO agency, which achieved strong results but suffered high churn because they only engaged clients when asked, operating under a "no news is good news" mindset. This led clients to feel neglected and ultimately seek other providers. The takeaway is that proactive, regular communication is essential to retain clients and preempt churn.

Chapters

They don't leave because you didn't generate results, even though that's part of it. They didn't leave necessarily because you didn't do a great job. Oftentimes because they feel like you don't care. They feel like you're not checking in. And so there's a really strong case for having a great communication process where you're meeting with the clients at least once a month. And if they don't meet with you live, you're sending them some type of recap with the wins and what you accomplished. This was something we struggled with in our agency, Plumbing and HVAC SEO, where we got really good at getting results, but we weren't really dialed in. We didn't plan to meet with the client unless they asked. Like, no news was good news in our world, and that led to high churn. That led to a lot of clients being like, "Hey, we haven't heard from you. Seems like you're doing okay, but we're going a different direction." And so you wanna get ahead of that, right?