Agency owners: book a free 30-minute operations diagnostic. We’ll identify the bottleneck limiting your time, capacity, or growth and determine the operational plan to fix it.
The 5 Things Every $20M/yr Agency Builds: Day Two
The operational bottleneck that’s costing you clients.
Let’s talk about the most common operational constraint: churn.
There’s one major reason why agencies always churn clients.
Before I dive into what that is, I want to start with an exercise. Take a look at your existing process, and make sure it contains these fundamentals:
Benchmarks for every client. Each client has targeted performance that is measured daily/weekly/monthly vs their actual performance.
Priming every client. Priming is the psychological principle of being influenced by one’s environment. In terms of business, priming for retention starts in the sales process, but the second a deal is closed, you want to trigger a handful of sequences.
A monthly business review. Where the business was when they came in, where it is now, and where it’s going.
Basic service standards. For example, replying to every message within one business day.
This is the foundational blueprint that every successful agency establishes. Without these, you’ll experience churn much faster and more frequently than your competitor.
I have specific best practices, tools, and systems to implement for each of these pillars. Book a quick call with me, and I’ll walk you through them.
But once you have these things built, you'll still see the #1 reason agencies always churn clients...talent.
Overcoming the Talent Gap
Unfortunately, the odds of finding A-level talent are low. True A+ talent gets paid $1M+/year working for huge tech firms or enterprise accounts.
The key is to work with what you have and play to your team’s strengths (and weaknesses). You also have to get good at hiring (but more on that later).
Optimize the business by building systems that max out your team'’s efficiency, then maximize your ability to audit them. Once established, you’ll see higher-value work, which means better quality and less churn.
But what are those exact systems? Book a call, and I’ll tell you.
Book a free 30-minute operations diagnostic. We’ll identify the bottleneck limiting your time, capacity, or growth and determine the operational plan to fix it.
Stay happy, stay hungry,
Jordan Ross
CEO & Founder @ 8 Figure Agency
Whatever you do, do not click this; it’s a trap to catch bot clicks here.
