SMMA: How We Scaled To 250 Clients With 4% Churn

Summary

In this video, the speaker addresses the deletion of a previous video and promises to compensate with valuable insights from their multi-seven-figure agency's client retention strategies. They share details of their client journey, including automated and manual processes, emphasizing the importance of immediate personal contact, setting clear expectations, and maintaining relationships through regular check-ins and a community approach. The speaker also discusses the implementation of a successful client course and the role of exit interviews in understanding client churn.

Takeaways

• 😀 The speaker deleted a video and plans to compensate by sharing valuable insights from their multi-seven-figure agency.
• 📈 They discuss strategies to reduce client churn, having experienced a high churn rate after making changes at the agency.
• 🔑 The importance of a quick follow-up with new clients is emphasized, including a congratulations call within 5-10 minutes of joining.
• 📞 A success call workshop is highlighted as a crucial step in setting clear expectations and preventing buyer's remorse.
• 👥 The agency's team consists of coaches rather than account managers, focusing on a partnership approach with clients.
• 📝 The script mentions the use of automated systems for onboarding and the importance of clients submitting an onboarding form promptly.
• 💌 The introduction of handwritten letters to clients as a personal touch, aiming to increase client retention and appreciation.
• 📊 The speaker stresses the significance of client feedback and the implementation of an exit interview process to understand reasons for cancellation.
• 🏆 The 'Lead Calling Game Show' is introduced as a creative way to motivate clients to engage with leads actively.
• 📚 A comprehensive client course is described, covering mindset, lead conversion, sales mastery, and scaling one's real estate business.
• 🤝 The value of regular group coaching calls and the role of community in supporting clients' success within the agency.

Q & A

Why did the speaker delete the Hermosi video?

The speaker does not go into specific details about why the Hermosi video was deleted but mentions that they teased the audience, and after deleting the video, they decided to make up for it by posting an even more valuable video.

What is the speaker's strategy to compensate for the deleted video?

The speaker plans to compensate by sharing insights and strategies from their multi-seven figure agency that they usually keep internal. They believe this will provide more value to their audience.

What is the speaker's goal with the new video content?

The speaker aims to share valuable strategies and lessons from their agency's operations to help their audience improve client retention and reduce churn rates in their own businesses.

How does the agency define a 'new partner'?

A 'new partner' is a term used by the agency to refer to a new client. The agency views the relationship as a partnership and wants the client to feel the same way, aiming to strengthen the relationship and set the right expectations.

What is the significance of the onboarding process described in the script?

The onboarding process is crucial for setting up a new partner for success. It includes automated emails, SMS sequences, access to a CRM, and a course, which are designed to provide immediate value and reduce time to value for the client.

What is the role of the 'congratulations call' in the client journey?

The 'congratulations call' is made within 5 to 10 minutes of a new partner joining. It serves to welcome them, build excitement, and set clear expectations for the client journey, which is considered a key factor in client retention.

What is the purpose of the 'success call workshop'?

The 'success call workshop' is a 90-minute presentation that sets clear expectations for the client regarding lead quality, follow-up, and the effort required for success. It is considered one of the most valuable calls in the client journey.

Why did the agency decide to reintroduce one-on-one concierge calls?

The agency found that eliminating one-on-one calls led to a disconnection with clients, resulting in higher churn rates. The calls are reintroduced to maintain the relationship and provide accountability and motivation.

What is the importance of the 'graduation call' in the agency's strategy?

The 'graduation call' is essentially an upsell call that offers clients a higher level of service or coaching. It is part of the agency's strategy to increase profitability and client success by offering backend services.

What is the significance of the handwritten letters to clients?

The handwritten letters are a personal touch that the agency sends to clients monthly, using software to automate the process. They are meant to show appreciation and recognition, which can enhance client relationships and retention.

What is the speaker's view on the importance of feedback and exit interviews?

The speaker believes that feedback and exit interviews are crucial for understanding client needs and issues. They allow the agency to address problems early on and gather insights that can improve client retention and service offerings.

How does the agency structure its educational content for clients?

The agency structures its educational content into a four-week course called 'Seven Figure Agent,' covering mindset, lead conversion, sales mastery, and scaling the business. It is designed to be concise and accessible in a way that increases completion and graduation rates.

What role do community calls and group coaching play in the agency's client success strategy?

Community calls and group coaching are integral to the agency's strategy. They provide a platform for clients to learn, engage, and support each other. The calls cover various topics, including lead calling, mindset training, and guest masterclasses, fostering a sense of community and shared success.

What changes did the agency make that led to an increase in churn rate?

The agency experienced an increase in churn rate after they stopped doing one-on-one concierge calls, did not send out enough feedback forms, and did not implement exit interviews as consistently as they had previously, which led to a lack of relationship building and understanding of client needs.

What steps is the agency taking to reduce churn rate back to four percent?

The agency is re-implementing the two times a month concierge calls, sending out more feedback forms, writing personalized handwritten letters to clients, and conducting exit interviews to understand why clients are leaving and potentially save the relationship.