Agency Retention Strategies: Get Rid of the Hamster Wheel
What strategies do you use to retain clients?
Chad Kodary from DashClicks talks about different strategies you can use to help you retain clients! This video is a highlight from the third video of our YouTube series, Marketers Mindset.
Now that we’ve got all that crap out of the way, who’s ready to roll? Who’s ready? It’s person value. Who’s ready for me to show you guys how to keep customers forever? First thing that I want to talk to you guys about is this weird thing in this marketing world
And it looks like this. And let’s see if I can draw here. Okay. And it looks like this and no, this is not a donut or a Bagel. And there’s this little thing here and I’m a shitty driver, but just roll with me.
Who knows what that is?
Well, instead it’s a wheel. It’s a hamster wheel. You’re right, Lorraine. It’s a hamster wheel. So for those of you guys who feel like you’re stuck in this never ending hamster wheel, that just for some reason continues to go and you’re just stuck in a wheel who feels like sometimes you’re just stuck in a wheel, like you’re doing the same thing every single day and the wheels turning and you can’t get out of this wheel and you can’t scale and you can’t add more clients. We’re just stuck in this fricking wheel. Who feels like that? Have you ever felt like that? I felt like that for years in my business. Okay. If you’ve ever felt like that, can you do me a favor and drop a one? Lorraine says, Yep, that’s how I feel. Williamson is one. Janine says one, Damien says one, one, one guys, it’s normal and it happens. And the reason why you’re stuck in a hamster wheel is because you’re doing the same thing consecutively, everyday without any help. Maybe without any systems or processes or protocols. You’ve got clients coming in, and then you’ve got clients coming out.
And that’s all it’s happening. You drop in two clients here and two clients come out two months later and then you’re back to square one again, right? Who’s that happened to? Right where you’re dropping in clients and they’re coming in and then they’re just leaving like a month later, two months later, three months later. And you, for some reason you’re like, shit, I can’t retain these guys. What’s going on? Who feels like that? Guys? I felt like this for like the first five years of running my agency, no joke. And I’m talking about I had maybe like 50 customers. Oh, I had 50 clients. Okay. And I had 50 clients and that we’ll just have them drop off. One would drop off, another one would drop off, another one, another one. And I’m just sitting there and I’m like fighting and fighting. I’m trying to get that next client.
I’m like, shit, I went from 50 to 45 I’ve got to get five new clients. Wouldn’t it be cool if you can just go from 50 to 60 and then from 60 to 70 and then from 70 to a hundred and from a hundred to 200 to the point where you hit hundreds of clients when, that’d be awesome. Who wants to hear how to do that? Raise your hand. Raise your hand if you want to hear how to do that. Cause I’m the teacher too. You’re right. Now you just got to show me a little bit of love. Do you want to hear how to completely get rid of this hamster wheel? Do you want to know how to get rid of it forever? Who here is, I’m going to draw this out. We’re going to use illustrations today, people because I’m going to drawing and a singing mood. Who here? Yeah, we got the smiley face on that one. Awesome. Who here?
Who here loves their clients? Who here has actually built a rapport with their clients? Who’s done that? Who’s actually built a rapport with their clients? Guys, let me tell you guys something. This is the number one, number one, retention strategy. Everything. This is it right here, okay? It’s all about building a rapport and it’s building trust and it’s building a relationship with your clients. Okay? And I’m going to tell you guys something. You guys come here and you show up on this live webinar. You Watch me for some of you two hours, most of you have probably watched every single one of the live episodes. If you’ve watched episodes of marketers mindset in the past, can you drop a one really quick and it’s because why? I have a relationship with you guys. I’m building trust. I’m building value. I’m building rapport. I know most of you on a first name basis. Most of you guys are friends with me on Facebook and you follow me on Instagram. And when you write a comment, I answer most of you guys. When you’re opening support tickets at three in the morning, who do you think jumps in to help? Daddy does.
Carlos is laughing, guys, build a rapport. Build a relationship with your customers. This is not just a customer. It’s not just a customer. This is a real life like this is a union bank, okay? This is a human being. He has feelings, okay? And how he feels towards you will change the entire relationship of your business, okay? And this is not just one person. This can be all your customers. Let’s say if you have 10 customers, every single one of these people need to feel that every single one of your clients need to feel the love they need to feel a support, okay? Because what do you think’s going to happen if their campaign for some reason might not be doing good and it happens? You know, you launch a marketing campaign and the first 30 days it just doesn’t do good. It happens. It happens to us all the time. Nobody’s perfect. Right? Obviously you gotta optimize and build it out, but what do you think’s going to happen if you don’t have any relationship with the customer? If you barely speak to him, if you have no relationship with him or her, if you know nothing about this person, it’s going to be so easy for them to tell. You know what? Just canceled my account. I’m not interested. Just cancel it. It’s not for me right now. Campaign’s not working stuff for me.
But what happens if you have built a relationship with this customer and you know them on a first name basis and you speak to them all the time and you’re friends with them on Facebook and you email them happy holidays when it’s the holidays and you email them happy new years when it’s the new year and when you call them, you speak about how your vacations was and how your kids are doing now. Fizz campaign doesn’t do good in the first 30 days. He’s probably not going to try to just cancel. He’s going to let you speak and figure out a solution so you can actually help him as a customer. Okay guys. So build a connection and build a rapport with your customers. This is the number one way to actually retain them and had this person pay you for forever. Okay. When I opened my agency social agency.
Okay, 10 almost 10 years ago or about the 10 years. Okay. I have my first customer, my first customer that I signed up for SEO and website maintenance. I have my first customer is still with us till today. Okay. He was actually here in our office last week, brought a, brought a bottle of champagne over, sat with me for a couple minutes, asked me how my new child was doing, spoke to him about how his wife was doing his, her, his wife was sick in the hospital, you know, sit down and actually have a real life conversation because this is what brings the value. Okay. This is how you make money. It’s about the people you know and how you treat them. Okay. If you guys agree with me, can you just drop a one guys, this is real life shit right here. Okay. If you’re treating your customers like garbage, you don’t speak to them.
You never call them, you don’t wish them happy holidays, happy birthdays. Don’t ask them how their kids are doing. You got no relationship, they’re going to cancel, okay. The only thing that is holding you tied into them is purely results and for some reason you’re not delivering, they’re gonna cut you. I’ve had so many companies that I personally work with and we didn’t deliver them results within the first month or two. And like I said, it happens guys. Right? But they stayed and it’s because I speak to them and it’s because they know me on a first name basis and I speak to them every single time that they call in. I take their phone call, I take the time out of my day. Okay. Damon says this is real. It is okay. It’s not all about results. It’s about building a relationship with the customer. Who’s ready for the next thing? [inaudible]. If you’re ready, who knows what’s right in here? Let’s go. Who knows what? The right in here.
I cannot tell you guys how valuable the statement is. You know what I, I speak to a lot of people inside of dashboards and their whole thing, you know, their whole thing is like how many leads can you generate me on a monthly basis? Do you think if the client spends $200 we can generate him 1,500 leads? No, and don’t tell your client that stuff either because what you’re doing is you’re messing this whole thing up. Be Realistic. Set realistic goals. Set realistic expectations so that way when you hit those goals, you can go to your customer and say, Hey, we fit your goal and this is the next goal that we want to reach to. This is our next objective. Okay, I see so many people, so many agencies overdelivering or excuse me, not over delivering, over promising and under delivering. Okay, they’re over there doing the complete opposite of this. They’re saying, I’m going to give you a thousand leads for 200 bucks. Then they run the campaign, they get them 20 leads. What do you think’s going to happen? What do you think is going to happen? Bye-Bye. Leave fired. Quit. You guys are 100% on point and just think about it. It’s real life psychology, right? It’s just, it’s real life, okay? What happens if you go into, I don’t know. Let’s use an example. Let’s use an example.
I don’t even know what example to use, but just stop doing it, okay? Guys, you need to set proper expectations, okay? If and if you need help with that, just jump into dash clicks and we’ll help you guys sit somewhat. Have realistic expectations, okay? Because if you can set realistic expectations, then you’re able to hit the goals, okay? If you set unrealistic expectations, it’s going to be impossible for you to hit any goals. It’s just that simple, guys, okay? So set realistic expectations, ways that you can do this. Who wants to know how to set realistic expectations? You can do the research, and this is what we do here at dash cliques. So let’s say you’re running a Google ads campaign, okay? And you’re trying to sell somebody on a Google ads campaign. There’s this cool thing called keyword research, keyword research, keyword research. It’s called the Google keyword planner tool.
So if you’re running a Google ads campaign, if you’re trying to sell a solar company on Google ad words, you can literally go, I’m not going to do a demo on this right now, but these are some of the tactics that we use. You can literally go inside of the Google keyword planner tool. It’s free, okay? And you can actually type in the words, drop them in there, and there’s tons of tutorials on how to use Google keyword planner tool. We’re not going to get into that now. And you can drop in and say solar solar company, solar companies, local solar company, whatever it is, you can drop in different keywords that they want to rank for. Okay? And Google will actually tell you what the average cost per click is of that keyword. It’ll tell you might be $20 a click for that keyword, okay? That’s what your expectations should be. And you know what we do, guys?
Sometimes we’ll do the keyword research and we’ll export the pdf cause you can actually drop, you can export right in here inside of the Google keyword tool. You can export it in an excel document and we bring it to the customer and we’re like, hey, Google says that it’s $20 a click average for these keywords. We can probably do better than that over time because we’ll be able to optimize your campaign and bring down your cost per click, which will eventually bring up your CPA, your cost per acquisition, or most of you guys like to say CPL, cost per lead, whatever terminology that you decide that you want to use. It’s really the same thing. Now don’t you think of 30 days goes by and the guy’s cost per click is $19 or actually $22 let’s say it’s a little bit over. You think he’s going to get mad?
No, he’s not going to get mad because you told him up front that it was going to be an average of 20 bucks and we’re gonna work on getting it down. Okay. I don’t know if you guys, most of you guys know this, but in marketing, the first 30 days of a campaign is usually the worst 30 days. Does anybody know why the first 30 days of a brand new marketing campaign is usually the worst, not optimized optimization? Yeah, guys, you’re starting a brand new campaign. These are brand new ads, brand new keywords, so brand new campaign. So what’s going to happen is you run the campaign for 30 days,
Actually let me open up a new sheet here. I’ll tell you guys how we do it. Shit, let’s just go into that. Let’s go into real lifestyle. This is our process, what we do here, dash place. Who wants to know how we optimize campaigns with dashboards? You’ve got to put your hand up. It’s okay. Don’t be scared. Jeremy says, Facebook algorithm needs to time to work. That’s correct. If we’re running a Facebook campaign, that is 100% correct.
This is what we do.
We launched a campaign, boom, and I’m gonna try to draw something here. We launched, and this is not gonna look good. Okay? It’s a rocket. Okay. We launched a campaign. It’s not something else. Okay. We launched a campaign. We let the campaign run for one week.
Cause we need to collect data. Okay. We’ll let the campaign run for one week. We start collecting some data and we see, we start seeing some trends. We start seeing that even if we’re running a Facebook campaign, as an example, we start seeing that some age groups are not working properly or not converting properly or we’re getting a really high CPL or high cost per click. We see that some of the demographics that we’re going after are not converting properly, are also getting a high cost per click. You own here and we optimize the campaign. Okay? I don’t know what this means. It looks like a Cinnabon, but we optimize a campaign. Okay. Then we let the campaign run again for another week. What do you think we do guys? Who’s going to guess who’s gonna? Guess what we do? One week later, God dropped in the comments. What do you think we’re going to do a week later? Jeanine says, tweak.
Whatever. Optimize. Okay, we’re going to optimize the campaign again cause we’re going to realize again that it ran and now that we started cutting off the crop that was here that wasn’t working. We’re running again. We’re optimizing the campaign. Okay? And we’re optimizing the campaign and it’s going to get better. Now what do you think is going to happen if we keep doing this week over week, week one, optimize week to optimize three. Four. Okay. And this is a never ending cycle. It just keeps happening. Okay? We keep optimizing, rinse and repeat, right? Obviously what strategy, we’re not just randomly, you know, rinsing and repeating. What do you think is going to happen after at least 30 days?
You’re going to have a pretty sweet campaign running, okay? Then you can run lookalike audiences and remarketing audiences and campaigns and a lot of really cool stuff. Okay? But guys, the reason why I’m telling you this is because these 30 days should not be the 30 days that the client judges your work. They should judge your work after these 30 days. Okay? So I’m setting proper expectations. So one of the analogies that I use when I’m making sales to a customer is running an advertising campaign is like wine. It just keeps getting better over time. Right? So it just easy to understand. So as you’re optimizing these campaigns or as we’re optimizing these campaigns, if you’re using dash clicks for your fulfillment, which you should be, the first 30 days are crap. It just gets better and better and better. Okay guys, so let’s, you know, we, some customers that came into dash plagues Randy campaign and a week later canceled it.
It’s like the campaign ran for one week. What do you like, what, how can you gauge an entire buildout after running your campaign for letting it run for like four or five days? You can’t, it’s impossible. You need to let the campaign run a little bit to start generating some data. Okay guys. So first 30 days is the most important time for the campaign. Okay. So when we’re selling paid ads or selling SEO, we’re selling anything like that. We usually try to get the customer for a three month contract and we try to explain the customer if not three or six months, and explain to the customer that the first 30 days is always going to be the worst. I just wanna let you know that ahead of time. First 30 days is going to be the worst that’s going to get better month two and better month three and better month four and five and six and then we’re going to start creating other really cool stuff and offering you more services on top of that.
Right? So it’s really important that you guys focus on setting proper expectations. Okay, and under promising and over-delivering, does everybody make? Does that make sense to everybody? Can you drop 157 if that makes sense to you? I’m throwing out random numbers here. Drop 157 if that makes sense. Seven 57 if you think that you’re ready for this. Next one. Transparency, transparency, transparency with your customers. Guys being transparent. When’s parent see, okay, being transparent with all of your customers. I see so many people that are managing all of their customers and they’re not being transparent with them. They’re not letting them know what’s going on with their accounts. They’re not speaking to them multiple times a month. They’re just not on the same page. They’re not being transparent with them. Right? So if you as a consumer, we’re going to somewhere and you were buying something, wouldn’t you want that person to be transparent with you?
Right? Let’s use it. Let’s use an example. Okay? If you went to go buy a brand new car and in what you stepped foot in a dealer, what did you want that PR? What did you want to see? Like the Carfax report of the car. What do you want to take a test drive of the car? What do you want to look inside and out, right? What do you want to know? All of these things before you buy that car. Or even if you did buy that car, why don’t you, when do you feel comfortable if you just knew all those things, right? And it’s that sales reps job to be transparent with you to either one have a better sale or to retain you as a customer, right? So some of the transparency tactics that we use, this weekly phone calls. Shit, I have my team on my retail department at Social Agency every week. Okay? Every week, jump on a phone, phone call, 15 minutes. Hey, how are you doing today? Bobby, just want to let you know we these are some of the things we did to your account today. We’re going to go ahead and send you out a notification feed inside of the dashboard. We’re going to shoot you fire over an email with what we did, but you know what we did?
Same thing if they would buy something online and start wondering when it arrives. Exactly. Writer, that’s one thing that you can do. Phone calls. Believe me guys, that phone call alleviates every single piece of tension and transparency that there can possibly be. Jumping on a phone call with the customer once a week is probably the best in that you can do for your customer. Let them know what’s going on because guess what guys? Let’s say you run a campaign. Boom, you launch campaign campaign launches, they won. You spoke to the customer, you get them all excited, you made the sale. They sign the contract, they deposited money, they went, they, you sent them a stripe invoice. You build them two grand, you launch a campaign, they want happens. Boom. I’ve seen this before guys, and if you think I’m crazy, I’ve seen this before, then there’s silence.
Silence for 30 days. What do you think that this customer is thinking during this process? He’s probably what the hell is going on? I just gave this guy two grand and I don’t even know what’s happening with my account, so being transparent with the customer, one, showing them what’s happening with their account, giving them an overview on a weekly basis of how the campaigns are performing and what your goals are to do better if the campaign is not performing. Think about that. Let’s say you launch a campaign, boom, 30 days go by. Customer doesn’t hear from you. 30 days go by and this campaign is not doing good for some reason, pantries and campaign’s not doing it. He’s just going to call you and be like, Hey, cancel my account. My campaign’s not doing good. I’m not seeing the ROI. But if you speak to him four times once a week before that, 30 days it’s, and every single week you’re like, Hey, your campaign’s not doing so great, but we’re working on optimizing it here.
Hey, your campaign is doing a little bit better. We went from $5 a lead to $3 and 50 cents. A lead here went from $3 and 50 cents a lead to $3 lead. Boom, you’re going down, right? You’re explaining to them and you’re letting them know what’s happening throughout the process. So when you get here, when that monthly report comes, which is the next thing that you should be doing, rich dash police does for you you just send them the monthly report and go over it. It’s like a 10 or 15 minute call. You say, Hey, by the way, just want to give you an overview of what’s been going on last 30 days. For us, we do reporting usually within the first week of the month and we report 30 days back, right? So we just hit January 3rd, right? We would go one month back, so we would go in December and we would run a report from December 1st to the end of December, whenever, whatever day that was, and we would go and we would write a report and we would go over it with the customer.
Okay? Transparency with the customer is huge. Please be transparent with your customers because this is how you keep them forever. Okay? So do this, do this. It takes 15 minutes. Boom. Sometimes we jump on calls and it’s like a two minute phone call. Okay? The guy’s like, hey, I don’t have time. Just let me know what’s going on. But when we’re getting this, we’re getting this, we’re getting this, we did this, we did this, we did this. I’m going to fire over quickie most can you have a little green light? You know what’s going on? Then Lauren says, the client feels updated and comfortable about what’s going on. There’ll be more understanding. 100% Eric says, same thing. If we buy something online or sorry, dashboards, dashboard gets rid of that for us. Transparency issues are awesome. 100% guys. Okay, so perfect example. If you’re using dashboards and you got your customers and Dash Blitz, okay? Your client can log into dash clicks and literally see everything that’s going on with their campaign. Okay. They can log in and they can see all the stats and they can log in 24 seven this is all in real time. They can check out anything that they want on any service that they purchase from you. They can just log in and check this out anytime that they want. Who think that? That’s cool. Can you drop a 343 if you think that that’s awesome. 343 if you think that, that’s awesome.
Are you guys doing this right now? Are you guys doing this right now or is dropping? Yes. If you’re doing this right now with your customers or be honest and dropping. No, and I’m going to start doing this with my customers. Good. Some of you said no.
Erickson Dash cliques is full transparency compliant. Yes, we are 100% and that’s the only way to keep the customers. That’s why we do it. It’s the whole point of creating the dash clicks platform in the first place. Customer can log in and see everything about their account. It’s, it’s like a beautiful thing. 24 seven whenever they want three in the morning, they can log in and check out what’s going on with their ads without even speaking to you. Those of you in dash clicks might be even saving those 15 minute phone calls a week. It might be doing them once every two weeks, but you can do that too. That’s cool. You know it all depends on how your clients are. All right. Next one. Who’s ready for the next one? Prove your work. Prove your work. Prove it. Prove it. How many of you guys are proving your work? Come on. How many guys have proven your work to your customers?
How many of you guys are doing this to your customers? I’m not talking about case studies. One person said, hey, you mentioned free visibility reports in the first Webinar to gain a customer a, how do we get those? There’s tons of tools online. We’re actually building a couple which are not really supposed to say cross spray going to get mad at me. But yeah, I mean you can use some reporting tall softwares to go and scrape a website and Tom, what’s wrong with it? Prove your work. Let’s you do something. You know our team, they’ll go out in, they’ll spend three hours on optimizing a Facebook campaign. I’m just going to give you an example. Okay? They only spend three hours and then let’s just say you don’t notify the customer. You do it again next week. You spend another three hours, okay. Then you do it again next week. You spend another three hours and 30 days goes by and you spent 10 hours as an example, optimizing the client’s Facebook campaign, but you didn’t speak to them for 30 days.
The client’s not going to know that you worked 10 hours. Prove the work that you did. Okay, and we do that through our activity feed. So inside of our actual dash clicks platform, every time our team touches an account, they go into the activity fee and they submit exactly what they did in the task that was done and the client gets a white labeled email notification, letting them know exactly what was done. Sometimes I’ll get three or four emails a day. Sometimes they’ll get three or four in a week, but at least they know every time their company, their campaign is being touched. Boom, check mark here. Boom, this was done here. Boom, we did this today. Boom, we’re going to be doing this. Boom, we did this. Hey, hey, wouldn’t it be cool? Like if you are like, look at Amazon as an example.
Look at Uber eats as an example. You know why I order Uber eats and I love Uber eats because when I order, I can watch that freaking car drive to my house. How cool is that? You can literally track and you can literally watch the car drive all the way up to your house. Okay? People like that. People like to know what’s going on. Okay? Prove the work that you’re doing. Be like Uber, be like Amazon, be transparent with your customers. Prove it. You’re doing the work already. Just prove it. Okay? And if you’re using dash clicks, we’ll prove that shit for you. So don’t even worry about it. Just drop them into task. Next, we’ll prove it for you. No problem. Ooh, now we’re getting into a scary topic here. Who’s ready for it? Who’s ever actually opened a report and went over the raw numbers and metrics with your client before nobody’s done before. It looks like I’m in the right crowd here. I’m about to teach you guys something.
What do you think this does?
What do you think all this does? What do you think these things are here? All these KPIs and metrics, guys, these are the raw numbers. This is what your client should be seeing because they’re spending their hard earned money running a campaign with you guys. They need to know exactly what’s going on. Okay? And if something’s not working good, it’s okay. It can be fixed, we can optimize it, we can make it better. But if a campaign is not doing good, let the customer know that it’s not doing good and tell them why it’s not doing good. That’s what we did. I mean, we had a campaign that we launched I think like a month ago. Okay. We launched campaign and the website was not converting. We were sending, we’re running Facebook ads and we were getting clicks for like 50 cents, boom. Sending tons of clicks to the website, zero sales, two weeks later, zero sales.
It’s not good. Right? So what do you think we did? We installed a video tracking on the actual website using hot door. Okay. We recorded screenshots sessions of people on the actual website. We zipped up like a hundred different screen sessions of people moving and doing stuff on the website. We zipped it up in a file, we sent it over and we said, hey, it’s not the campaign that’s not performing at your website. And I did some screen recordings of people going on your website, moving around on the website and you can see exactly what’s happening and it’s not converting. We’re getting people who are interested to your website, which is our job, but your website is not converting them. It’s not actually making the sales. And this is why. So if we want to make the campaign better, let’s make some quick adjustments to your website.
We can see here that the shopping cart button is not on the main menu, okay? We can see here that for some reason the description is overlaying on top of your image, okay? I can see here that this one person tried to check out and use a coupon code and that coupon code is invalid. Okay? There’s so many different reasons why. So if you take the time out of your day to find that out, which we do for you at dash clicks, then you can actually go to your customer and say, yeah, we know your campaign’s not performing well. We already know that, but this is what we’re going to do to fix it. Okay? So you need to find a solution to the actual problem. If you can’t find the solutions to the problem, then your customers are just going to cancel. You’re just wasting time.
Okay? You’re wasting your time. Does everybody agree with me on that? Does that make any sense to you guys? Okay? Can you drop a 933 that you know, if that makes sense. Now, guys, for real, like, I mean, it makes sense, right? I’m not the, I’m not the crazy one here, right? It makes sense that if your customer’s paying for something, they kind of want to know what’s going on. They want to be in the loop, right? I mean, it makes sense. Okay. Give them the round numbers. Don’t be scared. Don’t be scared, okay? It’s marketing guys. You gotta be transparent. You gotta be open with your customers. You’re taking people’s hard earned money. You need to make sure that if the campaign’s not running well, you tell them why it’s not and you fix it, man. Next one. Here we go. Here we go. Here we go. What I’ve got next on my list. Oh, alright. I’m a WHO’s ready for the drawing game? Booze. Ready for the drawing game. Who knows what this is? Who knows what that is? It’s a road.
Who knows what that is? This is your competitors and this was you guys. You need to make sure, especially in this marketing industry where shit is changing daily, weekly, yearly, you need to always make sure that you are ahead of the game. You need to make sure that you are at the end of the road driving past everybody, wiping through your competitors. Okay, and how do you do that? How do you always have that forward momentum? How do you know what’s changing in the industry? Because there’s things that are like for every service there should changing every day. There’s stuff changing every single day for some services. Right? How many algorithm updates does Google do on a yearly basis? That messes up the entire SEO campaign, right? So once you are running an SEO campaign last week and now all of the things that you were doing last week don’t work anymore, you’ve got to re change up your strategy.
Oh, what about Facebook launching new policies and updates of certain industries. He can’t run ads anymore for and you are already running ads for that person. What are you going to do now? Right? Stuff is always changing, guys. We are in 2019 it’s always changing. It’s going to continue changing. It’s only going to get faster, okay? You need to make sure that you’re flying by your competitors. Okay? And you know what? I’m happy for you guys because you’re in the right place. You’re in dash clicks. So our team knows everything that’s happening in the industry. Guys, we do all the research for you. So every time something changed, boom, Google launches an algorithm update. We already know about that. Like a month. We knew that that was happening last month. We read tons of articles about it. We knew it was coming. We already changed our whole strategy.
So when that shit launched that day, when they launched that Algorithm update, our whole team was already changing all the tasks in the system. Everything was already changed. We know, we know what’s happening, right? When Facebook is launching a new update now, a month from now changing the policies on running campaigns for certain industries, we know what’s happening. We go back to those industries and restructure a new campaign for them or a new strategy, right? Always be ahead of the game always, guys. That’s how you make it in life. You always stay ahead of your competition. Stay ahead of the game. Okay guys, our team is fully aware of what’s happening in this industry, okay? We know every single in and out, okay? Not only that, but these trainings that I’m doing for you guys calls, hit the GoPro. Really quick. Guys, these trainings that I’m doing for you guys, I don’t do it just for you guys.
I do it for my team too. I’ll bring the whole department here. I’ll bring all the people in the Facebook department and I’ll line them up right here in front of me. If you guys have seen me on Instagram, you’ve seen some that what live. I’ve done some, you know I’ve showed you guys behind the scenes of what’s going on in the agency. I’m bringing my whole Facebook department in here. I bring my team leaders in here, okay? I’ll bring everybody in here in one room and I’ll say, this is what’s going on with Facebook guys. This is what’s happening. These are all the new updates that are happening and this is the things that we need to do to fix it. Okay? And I’ll get my operations manager to Redo the task system to make sure that we’re following up with the new protocols and the new updates.
I know Google is launching a new algorithm update in two and a half months. I get my entire Facebook team in here. I’ll get my content writers in here. I’ll get my web developers in here and I’ll say, hey guys, using medic keywords inside of your SEO campaigns doesn’t work anymore. We shouldn’t be using it. We’re wasting our time on it. We should be focusing on doing schema markup. We should be focusing on writing good quality content, right guys, stay ahead of the game. That’s how you win. Okay? You have to always be on top. Okay? So I do this every single day home. I’ll just sit and watch TV. Honestly guys, I want you to videos. I read articles on, you know, all these big platforms. You know, social media examiner is a good one, you know, all whatever, all the Ammas, right? They have all these, you know, updates and blogs, stuff that’s happening in the industries where you don’t know what’s going on because when your customer asks you a question, you’ll be able to know how to answer them. Okay? And you can give them a knowledgeable answer and that’s how you keep your customers. Oh, this is a big one. Some of you might cry, some of your babies out there might cry about this one. I don’t know. I don’t know if you’re ready. Not sure if you’re ready.
Okay, here we go. I think your customers ever give me some feedback. Anybody out there, any of your customers ever give you feedback on a campaign that you’re running on? So let’s say the graphic that you did on a website that you built, right? You’d go out and you build a website and you give it to your customers. Customers like, no, I don’t like that. I don’t like that website. I wasn’t ready for it. Guys, feedback is like the number one thing that you should be taking in. Okay? you ever hear that term that customers are always right? I know it’s really hard to let that sink in. Okay, let that sink in guys. But you should really be looking at the feedback that your customers are giving you so you can be successful. Okay? If you’re building websites for your customers and the customers are telling you that you don’t, they don’t like the websites that you’re building, maybe you shouldn’t be building the websites for them.
Maybe you should be outsourcing, get a better developer to build the websites so you can have a better quality product and make more money. Okay. You’re running SEO campaigns and you’re not ranking for clients. And your clients are coming back to you six months later and like, hey, it’s been six months, we’re not ranking. You know, I’m not happy with the service. And you’re, you know, you’re arguing with them and you’re like, yeah, but it takes time. It takes like 40 years to get your website ranked on the first spot. Right. Guys, listen to the feedback. Sometimes they’re right, right. So we have a thing that we do in our office where all of the feedback that we get, shit, I think we did it the other day. It’s cause I think like a month ago we were opening the room, we were opening up marketer’s mindset and we sent out an email to everybody and we’re like, hey guys can you give us some feedback on some interesting topics that you’d want to learn about?
If you’ve got that email and you responded, can you drop a 300 in the chat if you got that email? And he responded to us, can you drop the 300 in that chat? Guys? We took your feedback. Okay. We, we grabbed like 300, 400 people left their feedback, we took all that feedback, we aggregated it and input it into an excel file. We what we cleaned it up cause some of you guys did the same thing, write case studies over and over and over, right? We took all that information, we filtered it out, we organized it based on priority and we started at the top and we’re working our way down because it’s what you guys want to know, right? So get feedback from your customers and understand what’s wrong with their campus for, for you to make it better. Okay. If your customers are telling you that their target demographic and you think it’s females and you’re fighting with them, don’t fight with them. Split test it and prove to them that it’s females. Listen to their feedback and gain that knowledge guys. Okay. Very, very important. Does everybody agree with me on this? Yeah. Right? I mean it’s simple, right? Yeah, 100%. Okay, one more.
How often do you guys I know we spoke about this previously, but this is what we do with our agency. Okay. It’s mandatory that everybody, depending on the customer, okay, get one phone call a week, you know, ends up being five or 15 minute call five or 15 minute call. It’s mandatory because we know that it helps me know that it builds a rapport. We know that it really builds trust, builds loyalty, customer understands what’s going on with their campaign. Customers aware of the changes that we’ve been making to their campaign. They know that we’re working, right? You do that once a week. You might have some customers where, you know, they don’t really need it. Maybe once a week. They do it once. You get every two weeks, every two weeks, your one call, do whatever, two weeks. Okay. You should be doing at least one or the other.
Preferably the call every week. If you’re speaking to your customer every week for a couple minutes, guys, bullets or minutes, you will see huge change within your agency. Okay. Now for those of you guys who don’t have customers yet, that’s fine, but you should still be laying this out in your internal protocol of what you’re going to do when you bring on your first customer and how you’re going to call them and build it into your schedule. Like for us, we have a project management system and the account managers have a task inside of the project management once a week to call the client and give them an update and they don’t just give them an update, they give them an update on the report. They give them an update on the progress, they show them the task that’s been done, they let them know what’s been happening with their account, they show them good results.
If there’s good results, they showed them bad results. If there’s bad results in a solution on how to fix it, right? It’s a quick phone call. I might sound like a lot, but it’s really not. You just look at a report and say, Hey, this is going to go and get it. This is going bad. Right? So that’s really all you need to do to keep your customers really simple. All right, here we go. Retention topics. Customer comes in, they’re like, well, Bobby, it’s been 30 days and you didn’t get me my 30 cent leads, so now I want to cancel. Well, because we’re not going to get to get into that, but it’s because of probably what you told Bobby ahead of time. You should have told Bobby leads, we’re going to call some 20 bucks. He’d been more realistic. All right? Customers like to cancel my cat. Don’t think it’s doing good. What are some of the things that you can do to retain a customer once he’s at the boiling point, which is cancellation, once they want to cancel their account, all right, whatever canceled, boom. Once I want to cancel their account, what do you do guys? Here’s the first thing. Sometimes it has to do with price.
It has to do with price. You sold the customer a, B, and C for two grand a month. Now he’s coming back to you and he’s like, man, it’s too expensive. I just can’t afford it. That’s probably the number one retention issue that we’ve experienced over the years. It’s too hot price, too high, can’t do it, can’t do it, can’t pay any more fi I still let me stop solution to the problem is just drop your price, knock off, cover 100 bucks a month, you’ll still make a profit and you’ll get to keep that customer long term, right? So if they’re paying you two K a month, we’ll say, Bobby, you know what? I see that you’re struggling with the price. Maybe you don’t see the ROI Right now, Bobby, but you know what, Bobby, we’re really, I really enjoy working with you and I really think that we can help your campaign.
So what I’m willing to do is take a hit on my end and maybe not be profitable for the next couple of months to keep you as a client to show you that we can actually help you with your agency. So what I’m going to do, Bobby, is I’m going to drop your price to 1500 a month. Okay? 1500 bucks a month. Bobby does dash with drop prices. When that happens? No, we don’t drop prices and it’s because we’re already priced so cheap. Yeah. I’m talking about a retail side guys, cause you for your agency. Okay. What’s you have to do? Drop the price a little bit.
Yeah, it’s called the down sell. That’s correct. Nicole. That’s right. Chop the price. Don’t be scared. Trapped to price a little bit. Okay? You know how many times we’ve saved customers just by dropping the price a little bit, drop the price. A couple hundred bucks, a hundred bucks. Sometimes we drop like sometimes we charge the customer 1000 bucks a month, we drop $100 off 10% and we’re still profitable. Right? Maybe might not make an extra hundred bucks a month, but guess what? You get to keep the 500 bucks. Whatever it is, your margins are, right? You get to keep that every single month. Works like a charm. Drop the price. Okay? Number two.
Be Smart about it and throw in a free service.
Service service, go to free service. Okay, awesome. Free service to throw on is directories really cheap. Okay. You guys in dash clicks on books a month or directories, so using that same example as last time. If the customer’s paying you two k a month instead of dropping them to 1500 bucks a month, right? Instead of doing this, just do this instead because there’s more value in the 99 bucks. I try it. Nico said, add value. Boom. Just throw this in. This costs you 99 bucks a month. Instead of dropping 500 bucks a month here, just pay the $99 and drop them in here and say that it’s a 400 or $500 value, whatever it is that you guys are charging them, right? Give them an option. Say, you know what, Bobby, I’m really, I’m really sorry that the campaign’s not going the way that you wanted to. I’m sorry that we’re not getting you 16 cent leads for your roofing company where you make 30 grand for every lead. I’m really sorry about that. You know we’re going to do, we’re going to throw in a free listings manager program. We’re going to get you listed into 70 directories and Bobby, I’m going to do it on the house for you. I’m going to do it on the house for you, Bobby. Okay. Because you’re such a valuable customer. We love you. Okay. I’m gonna throw in this free service. Free Service. People love free stuff. Okay? People love free stuff. Oh, here’s a good one. Some of you guys might get scared from this one, so I don’t even know if I should say it, but shit, I’m going to say it anyways.
Who can guess where number three is? If you can guess what number three is, I’m throwing up. I’m sending you a swag bag. Guess what number three is? Oh, Jeanine, got it. Carl, can you write that down? Jenny, what’s your agency name?
Agency lane. Short size. Your name guys? Fremont medium. Jimmy, we’re going to send you out a swag bag. Thank you for being smart and joining us today and learning and educating. We appreciate it. Free month. Some of you guys have been taught to your customers? Two K a month, $2,000 a month for services and it’s been like six months already, right? You’ve been charging them for six whole months. If you actually smart and you do the math on this, you know if you’re using dash glyphs, we might be running a Facebook campaign for somebody and you might be paying, that’s weeks four 99 a month to run a Facebook campaign for you. Okay? Which means you’re profiting 1500 bucks a month as your profit. Okay? You’ve been doing that for six months straight, six months straight. What? Six Times 1500 who can do the math for me? Six Times 1500
How much is that, around nine. Six Times 1500 how much is that? That 9,000 is that what it is? 9,000 right crawls. His whole moon is handout. I know what it is. I’m just engagement. They’re all engagement. That’s fine. Great.
Cool profit of six months. You go buy yourself a car. Nine grand. Okay. It says what pricing? What service are you pricing for? Two K’s in example, I’m easy. We have tons of people inside of Dashboards selling our basic Facebook ads program at $499 charging their customers two grand a month for all the time. I get that all day. It says your services are marked up 50% not accurate. That’s correct. Our services are marked up 50%. That’s what our suggested retail rate is. However, you can sell your services for whatever you’d like, so you don’t need to sell it for 50% above that. You can sell it for way more than that, which most of the agencies inside of platform are already dealing. Right. So let’s continue, let’s say $9,000 that you made. Would it hurt them for you to pay dash cliffs and other four 99 to possibly retain this customer? It’s a question. Let’s, let’s get the elephant out of the box. Williamson’s yes. If you would do that, put a yes in if you would possibly take a $500 gamble to maybe make another nine grand.
What’d you do that all day? Yes sir. Damien said, Janine said, yes. Matthew said all day it’s an option. I’m not saying that you have to do it. It’s an option. We’ve done it before in our retail agency in the past, and you’d be surprised. We give a customer a free month, give them, you know, $500 value free month. They stay with us for like another three years. Okay? It happens guys. Okay, so this is worth it to do some times. Okay, let’s go to the next one. Who can guess what the next one is? Number four, you can guess what it is. I’ll give you a free swag bag right now if you can guess what number four is, I’ll send you out a free swag bag.
Did you restructure? So you know what, Bobby, your campaign might not be performing the best. So what I’m going to do is I’m going to get my entire team in my office right now. We’re going to have a team meeting about your campaign and we’re restructuring your entire campaign, and I’m going to lose money on this, Bobby, but I don’t care because I want you to campaign to performing. You should really do this. You should really restructure the campaign. Okay? Restructure the entire campaign. Create a new funnel. I’ll start new Facebook ads. Come up with ideas for videos, were videos, and get shot. Upload new videos, new ad copy, right? Restructure the entire campaign. Don’t do the same thing over and over and over. Restructure. We do it all the time and dash please. Okay. Usually every month we’re swapping out new stuff, creating new offers and ads and ad copy and split testing and optimizing it. Guys. Restructure, restructure the whole campaign.