One Way to Reduce Churn

Author

Jordan Ross
April 26, 2024 • Estimated Reading Time: 3 minutes

The #1 thing that will prevent you from growing to 8 figures (or even mid-7-figures) is churn

It is the hardest thing to combat once it gets going

One of the largest root causes of churn is misaligned expectations

If you prevent this from being an issue, you have the potential to have exceptional retention 

Here is how

1. Sales Process

Setting clear expectations begins in the sales process

Having expectations clearly defined in your deck is the first place to begin

Things to include:

  • Timeline

  • Guarantees

  • Length of onboarding 

  • Expected ROI (if relevant) 

2. Onboarding Email

The second place to iterate expectations to clients is to remind them of what their onboarding process looks like

Even though we may have told them in the sales process, they will likely forget 

If expectations are misaligned, they will lose trust in us and that will lead to an early exit

Here is my example onboarding welcome video, to remind our new client what to expect during onboarding: link


3. Welcome Message

Once channels are made, it is to have a customer success associate welcome them with links and reminders

Some agency owners think having multiple touchpoints may be too much during onboarding, but clients are very busy and humans need to see things 7 times before they actually see it

Sending reminders of what is needed is OK and encouraged to ensure expectations are aligned

During this message, it would be appropriate to resend a timeline of what the client can expect as they are onboarding 

I know today’s email was short, but sometimes that’s all you need to fix process related issues in your agency – quick fixes

Whenever you're ready, here are 3 ways I can help you

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Stay Happy

Stay Hungry,

Jordan Ross

CEO & Founder @ 8 Figure Agency

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