Intro

As an agency owner, you get an ebb and flow of new clients, we have done a fairly good job of keeping our retention rate high by increasing client touch-points, improving product delivery times, improving product quality, and improving our reporting so that clients can see the value that we're bring to the table. I'm very happy with the progress that we're making.

‍BUT I still occasionally get that "one that got away" client.

When doing something"correctly" doesn't equal doing it "right".

For example, we recently launched a single-injector clinic in a fairly competitive city and within 30 days they received about 3,000 website views along with ranking onto the first page of google for Medspa in their city name! Additionally they were drowning in leads. From the outside we thought "Home run, we did such a great job". Today I received an email saying that they wanted to cancel because one of their patients didn't like the site design.

I have the opportunity here to blame them, or assume that they're not telling the truth and they just found a better deal, or to argue and say "You can't leave! look how well we're doing for you!"

But instead, I took time and reflected on why someone would make an emotional decision here in the face of objective good performance: It could be financial, or trust. If it's financial, then I have no control over it, but I can certainly work on the trust factor.

Do I blame? Or do I grow?

So today I've spent a lot of my time reinventing our client launch process. Historically we've just gotten the site live and then gotten to work on getting them amazing results. The biggest gap? We aren't giving consistent updates and doing a good job of setting expectations.

It's not totally there yet but I'm building out a stronger "60 day launch plan" for new website launches so that our team can do a much better job of holding their hands through their new launch and showcase the progress that we're making as well as fill them with confidence that we've only got their best intention at heart. This specific case could have been any number of reasons, but the only one that I could control would be the clients trust-level in us, we lost that battle this time, but we may not in the future.

Conclusion

I always want to be committed to growth, when hit with something like this I want to ask "how do I get better from this?" and not get frustrated. But today I'm proud of myself for choosing growth