Improving Client Satisfaction & Enhancing Retention

Looking for strategies to boost your client retention rate? In this video, discover why clients leave, how you can avoid it, and the importance of balancing results with world-class service and effective communication.

I discuss essential strategies that will not only make your client meetings more productive but also foster stronger relationships with your clients. By implementing these strategies, you’ll keep your clients engaged in your process and results, ensuring their continued satisfaction.

You can watch it now below:

Outline of This Episode

• [0:36] The #1 reason clients leave
• [2:55] What to cover in the monthly review call
• [4:40] The two personality types to prepare for
• [5:36] Include actionable steps in your meetings
• [6:56] Include a roadmap for the next 30–90 days
• [8:05] Always send a recap of the meeting
• [8:58] What about clients who aren’t interested?

The #1 reason clients leave

The #1 reason clients leave is perceived indifference. They feel like you don’t care. That’s why a great communication process is key to client retention. Plumbing & HVAC SEO was amazing at generating results but we never met with the client unless they asked. This led to high churn. So we changed our strategy and never looked back.

We learned that you NEED to bake a communication rhythm into your process. It’s about balancing generating results with world-class service. Conversely, if you have great service, you’re super friendly, and they love your team—but fail to deliver—they’ll leave as well.

What to cover in the monthly review call

What should you communicate with your clients to keep them with you long-term? How should you do it?

1. Ideally, you want the meeting to be via Zoom is the best play. A phone call is the next best option.
2. Prepare for the meeting in advance. Set an agenda, look at key data/ranking reports, and show them what you’re up to (and feature some wins). Review leads, cost per lead, ROI, ranking results, etc.
3. Focus the meeting on the results you’re seeing, whether or not they have feedback, and planning the next 90 days. You need to get their buy-in.

If they want to dive into detailed analytics or rankings, have it ready to review with them. Listen to hear the two personality types you’ll have to prepare for.

Include actionable steps in your meetings

Many agencies only pull up the ranking report and dashboard and only look backward. But the clients can do this on their own. They’ll get bored quickly and stop engaging in the review process. That’s why the meeting needs to be actionable. Talk about what you’re working on next and what you need from them. How can you get them to partner with you in the process?

Maybe they need to be more aggressive with getting reviews. Maybe you need more authentic images you can use on the website and social profiles. How can you keep them involved as partners in the business relationship? It gives them a reason to meet next month to see the progress that’s been made.

Include a roadmap for the next 30–90 days

Where are you going to focus the next 30, 60, and 90 days? They’re paying you a monthly fee for results. But they continue to pay the fee because you’re bringing something new to the table. Spend time talking about their goals for the business and how your goals help them hit their targets. Share how you’ll make adjustments.

Always send a recap of the meeting

At the end of the meeting, send a recap of the meeting. What do they need to do? What are you going to do? Then, make sure what you’ve covered in your meeting gets done. Keep the client in the loop about what you’re completing as you complete the tasks. It helps them see that you’re taking action and closing gaps.

What about clients who aren’t interested in meeting? What should you do? Listen to hear our unique solve for this problem.

Resources & People Mentioned

• A Strategy for Better Client Retention

Connect With Josh Nelson

• Josh’s Coaching Page on Facebook
• The Agency Success Facebook Group
• www.SevenFigureAgency.com
• Seven Figure Agency on YouTube
• Josh on Twitter: @joshnelsonimc
• Josh on LinkedIn

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