In this video, I talk about the importance of taking time to review why you lost clients so that you can learn from past mistakes moving forward. I think this is a really valuable and important habit to create in your business.
Here’s a fact in reality in your digital marketing agency clients are going to cancel, no matter how good you get you are no matter how well you perform, even if you get them great results, sometimes they’re going to cancel. And it sucks, right? Cuz you do all this work, you put all this energy and they get the client, of course, you’re excited for performing for them. But the fact is, they’re going to leave, right? And you want to try to learn your lesson. What What did you do wrong? How did you drop the ball? How can you improve for next time. And so what we do on a quarterly basis, we get together as a team, we do what we call a churn review. So just look at all the clients that cancelled and we kind of look at, what was the reason? Could we have done something different? How can we improve, because if you don’t take a second to learn from your mistakes, you’re destined to repeat them again and again. So here we go. We’re going to start our turn meeting. We go, return meeting in progress. Alright, well wrapped up our our quarterly church meeting. And it seems like no matter how many clients you lost, it always feels like more than you want. But really productive. Right? So what do we do in these meetings? We talk about, you know, who do we lose? What was the retention rate for the quarter? How long was the client with us? Why did they leave? Was it because of results? Was it because of service? Was it because of something else? Did they get purchased? You know, that happens a lot? And and most importantly, like how do we improve it based on that? Or based on whatever number of clients left? And for whatever reason? How do we make things better? How do we improve performance? How do we improve service? How do we improve the relationship so that we can reduce that churn rate over time, keep the clients with us longer get them better results? And so it turns out to be really productive use of time. So even if you’re a small operation right now, it’s always a good idea at least once a quarter, you know, crew, we lose, why did we lose them and how do we improve and by doing that, you can make yourself better month after month. So that’s a wrap of our turn meeting for the for the quarter on onward and upward.