{"id":142741,"date":"2021-01-12T11:47:22","date_gmt":"2021-01-12T11:47:22","guid":{"rendered":"https:\/\/www.searchenginewatch.com\/?p=142741"},"modified":"2021-01-12T11:47:22","modified_gmt":"2021-01-12T11:47:22","slug":"five-reasons-why-clients-are-leaving-your-agency","status":"publish","type":"post","link":"https:\/\/searchenginewatch.com\/2021\/01\/12\/five-reasons-why-clients-are-leaving-your-agency\/","title":{"rendered":"Five reasons why clients are leaving your agency"},"content":{"rendered":"<div class=\"well\">\n<h3>30-second summary:<\/h3>\n<ul>\n<li>If you\u2019re focusing solely on growth, you may not be seeing the huge impact that customer churn has on your agency.<\/li>\n<li>Acquiring a new client costs 5X more than retaining an existing one.<\/li>\n<li>Service Provider Pro uses their expertise of helping <span style=\"font-weight: 400;\">over a thousand agencies with their systems and processes to <\/span>share five crucial reasons for why your clients are jumping ship.<\/li>\n<\/ul>\n<\/div>\n<p><span style=\"font-weight: 400;\">There\u2019s an age-old saying that acquiring a new client costs 5X more than retaining an existing one. If you\u2019re focusing solely on growth, you may not be seeing the huge impact that customer churn has on your agency. <\/span><span style=\"font-weight: 400;\">Having helped over a thousand agencies with their systems and processes, we\u2019ve seen this first hand. <\/span><span style=\"font-weight: 400;\">Here\u2019s what you might want to keep an eye out for in case you see your clients jumping ship:<\/span><\/p>\n<p><em>Content created in partnership with <a href=\"https:\/\/spp.co\/\" target=\"_blank\" rel=\"noopener noreferrer\">Service Provider Pro<\/a>.<\/em><\/p>\n<h2>1. You\u2019re reinventing the wheel with each client<\/h2>\n<p><span style=\"font-weight: 400;\">Handling a project that involves other people\u2019s time and work is not easy, and doing it with an unclear workflow, just hoping for the best each time, makes it that much harder.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If your workflow is inefficient, some tasks might be eating up your workday, inching you closer to your deadlines and taking away the focus from where it should be: building your client relationships.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For you, your team, and your clients to be on the same page, you need a set of repeatable processes that don\u2019t vary greatly from client to client.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s where productized services come in: simplifying access and workflow for everyone involved. <\/span><a href=\"https:\/\/spp.co\/blog\/do-productized-services-work\/\" target=\"_blank\" rel=\"noopener dofollow noreferrer\"><span style=\"font-weight: 400;\">Get acquainted with the main benefits here<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Productized services = selling services as products. And yes, <\/span><a href=\"https:\/\/spp.co\/blog\/do-productized-services-work\/\" target=\"_blank\" rel=\"noopener dofollow noreferrer\"><span style=\"font-weight: 400;\">productized services do work<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Clients like to sign up for a known service at an agreed-upon price. It&#8217;s clear for everyone what the deliverables are, what inputs are needed from their side, and what your team will do for them.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Productized services aren&#8217;t always results-based. In fact, most of the time they&#8217;re based around specific deliverables. In order to get these deliverables out to your clients in the smoothest (and fastest) way, it\u2019s key that each decision-maker can locate the resources needed for the project\u2019s goals, track its progress, and communicate it. Not only does this set a clear path and accountability for your team, but lets your clients know what to expect. There&#8217;s no place for doubt as to what is going on with their website.<\/span><\/p>\n<h2>2. You\u2019re not demonstrating value effectively<\/h2>\n<p><span style=\"font-weight: 400;\">And it\u2019s not because it\u2019s not there.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Your clients are investing in your services to see measurable results and a positive return on investment. If they don\u2019t see ROI they\u2019ll want to look for it someplace else. The results of your strategy may be there but if you fail to communicate them in an objective, meaningful way to your client, they might as well not exist.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A good way to help yourself with this is by creating consistent metrics that your clients can keep track of and look back on overtime. Data-driven dashboards are an easy way to put these metrics into focus without too much extra work on your end.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You really want to keep it clean and not overwhelm your reports and clients with too much data, keep it to the relevant metrics to your client\u2019s goal. Loads of data that don\u2019t necessarily resonate with the project can backfire and make it seem like you didn\u2019t get what your client\u2019s objective was, to begin with.<\/span><\/p>\n<h2>3. Your communication is not the best<\/h2>\n<p><span style=\"font-weight: 400;\">Clients do business with people they trust. This sense of trust needs to be maintained, not just during the sales process, but throughout the project delivery as well.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If your clients cannot reach you or see the status or their project live, you\u2019re leaving them to suspect the worst.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Vital information gets lost in messy email threads, scattered messaging across the team, and can get tricky to keep a neat channel of communication open.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Centralizing your <a href=\"https:\/\/searchenginewatch.com\/2020\/11\/12\/internal-communication-plan-how-smb-marketing-teams-can-achieve-growth\/\" target=\"_blank\" rel=\"noopener noreferrer\">communication<\/a> and providing the means for your clients to access their project\u2019s progress at any time can keep them in the loop and confident that you\u2019re both moving in the same direction.<\/span><\/p>\n<h2>4. You make it easy to leave after the test run<\/h2>\n<p><span style=\"font-weight: 400;\">Keeping your clients after their first project can be tricky. Some people are adamant that an SEO project is a one-time thing and they can work on their own after. If you want your clients to keep coming back to you, you have to ensure that not only are the results there but that getting them was a breeze.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If your payments and invoicing are in one place, your client communication in another, project management in another, and so on, not only does this make it hard to keep track of your progress to you and your team, but it\u2019s a nuisance to your clients.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With so many competitors out there, you should be using every tool in your arsenal to make the journey, from audit to implementation, a seamless process that will differentiate your agency.<\/span><\/p>\n<h2>5. You\u2019re not clamping down on involuntary churn<\/h2>\n<p><span style=\"font-weight: 400;\">You\u2019ve taken all the steps to make sure your services are top-notch and keep your clients coming back and they stay with you until the unspoken enemy of your bottom line shows up: payment failure.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Your client\u2019s payment method fails and, since the ball is in their court, it\u2019s easy to think that they should notice and correct it. But it doesn\u2019t always happen. That\u2019s leaving money on the table that most businesses can\u2019t afford to pass up. You wouldn\u2019t want to lose clients just because their card expired.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Preventing this can be as easy as sending renewal reminders and following up when their payment fails. Do make sure to keep your emails inbox-friendly to avoid your notifications ending in the spam folder.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Ensure that updating information is as easy as possible for your clients. Your subscription recovery page shouldn\u2019t be locked behind a login process or having your clients jump through hoops to the point where it\u2019s easier to just ditch.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you can notify clients when their payment fails and give them a simple one-click link where they can update their billing info it&#8217;s gonna be a game-changer. Better yet, it should show right away whether the new payment method has failed or succeeded.<\/span><\/p>\n<h2>Keeping your clients happy doesn\u2019t have to be hard<\/h2>\n<p><span style=\"font-weight: 400;\">There are so many pieces to the puzzle that it definitely can seem daunting. Using all the tools in your arsenal, letting software pick up the slack for you, and giving your clients some self-service options can really be a game-changer for your client\u2019s retention and their happiness. That\u2019s what makes it all worth it, right?<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Service Provider Pro uses its expertise in helping 1000+ agencies with their systems and processes to share five reasons why your clients are leaving.<\/p>\n","protected":false},"author":1092,"featured_media":142742,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[27893,7,27488],"tags":[14821,1036,2636,28037,28038,53,6142,102],"content_type":[],"class_list":["post-142741","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-marketing","category-industry","category-sponsored","tag-advertising-agency","tag-agency","tag-best-practices","tag-client-acquisition","tag-customer-churn","tag-digital-marketing","tag-industry","tag-roi"],"acf":{"tad_independentcommercial":false,"tad_content_format":false},"post_info":{"name":"idris.nagri@blenheimchalcot.com idris.nagri@blenheimchalcot.com","title":"","thumbnail_url":"https:\/\/searchenginewatch.com\/wp-content\/uploads\/2021\/01\/Five-reasons-why-clients-are-leaving-your-agency.png","category":"Digital Marketing","timeago":"5y"},"_links":{"self":[{"href":"https:\/\/searchenginewatch.com\/wp-json\/wp\/v2\/posts\/142741","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/searchenginewatch.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/searchenginewatch.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/searchenginewatch.com\/wp-json\/wp\/v2\/users\/1092"}],"replies":[{"embeddable":true,"href":"https:\/\/searchenginewatch.com\/wp-json\/wp\/v2\/comments?post=142741"}],"version-history":[{"count":0,"href":"https:\/\/searchenginewatch.com\/wp-json\/wp\/v2\/posts\/142741\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/searchenginewatch.com\/wp-json\/wp\/v2\/media\/142742"}],"wp:attachment":[{"href":"https:\/\/searchenginewatch.com\/wp-json\/wp\/v2\/media?parent=142741"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/searchenginewatch.com\/wp-json\/wp\/v2\/categories?post=142741"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/searchenginewatch.com\/wp-json\/wp\/v2\/tags?post=142741"},{"taxonomy":"content_type","embeddable":true,"href":"https:\/\/searchenginewatch.com\/wp-json\/wp\/v2\/content_type?post=142741"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}