Ep 35: The Agency Leaky Bucket: How to Patch Churn Before It Sinks You
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Ep 35: The Agency Leaky Bucket: How to Patch Churn Before It Sinks You
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About this listen
Key Takeaways
- Client churn often feels sudden but usually stems from deeper issues than just performance.
- Reacting to churn with more sales efforts alone treats the symptom, not the cause.
- Real solutions come from diagnosing and addressing foundational operational and leadership gaps.
- Agencies must assess fit and alignment with their ICP before onboarding clients.
- A structured, visual onboarding process dramatically improves early client experience.
- Early value delivery within the first 14 days is crucial to build trust and retention.
- Success criteria must be defined, documented, and agreed upon with clients before starting work.
- Regular, proactive communication is essential—communication gaps often signal pending churn.
- A single team member should own each client relationship for better accountability.
- Profitability and team burnout must be tracked and managed for sustainable service delivery.
- Skipped calls and lack of communication are often early signs of client dissatisfaction.
- Agencies should use a churn diagnostic checklist after every lost client to identify breakdowns.
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