How To Retain Agency Clients (Ours Stayed 42 Months)

How to retain agency clients: how ours stayed for an average of 42 months, and what we did when we got it wrong. Score your agency and build your roadmap: https://www.skool.com/gtfo SUMMARY At my agency, the average client stayed with us for 42 months. Winning new clients grows your revenue, but keeping them is what makes you a profit. Three things made the biggest difference for us. The first was getting to know more people in the client's business than our main point of contact. One of the biggest risks is that person leaving. With one client in the accounting sector, we'd built relationships with the sales manager and one of the directors early on. So when the marketing manager was pushed out, the director already trusted us, and the new marketing manager worked with us from day one. One warning: trying to win loyalty by over-servicing and doing work out of scope trains your client to expect it. The second was bringing new ideas to every report. A new agency can replicate your research, your audits and your competitor analysis. What they can't replicate is the relationship and the wisdom you've built up over time. We used a Client Matrix to see what we'd sold to every client and where the gaps were, and every gap was an opportunity for a conversation. Pitching to an existing client means you're only pitching against yourself. The third was how we put things right. When a client flagged something, we admitted it, jumped on it straight away and fixed it. Think about what you'd do to put it right even if nobody was looking, then turn that into your guarantee, because you're going to do it anyway. All three come back to the same thing. Clients are paying for certainty. WHAT I COVER: 0:00 Why keeping clients is where the profit is 1:30 Get to know more people 6:08 Bring new ideas to every report 9:41 Put it right when it goes wrong 12:13 Clients are paying for certainty KEY TOPICS: How to retain clients, client retention, agency client retention, how to keep clients, client retention strategies, account management, upselling existing clients, agency profit, agency owner, running a marketing agency I'm Alex. I built a business over 12 years, sold it, and now I share the mistakes I made so you don't have to. So follow along if you're an agency founder. My goal is to help you cut your hours in half and double your pay. LET'S CONNECT:   / alexminchin