Are you trying to improve your client retention rate? How often do you communicate with your clients? Building a good relationship with your clients starts immediately after they sign on to work with your agency. Today’s guest takes us through his process of creating a level of trust with clients that make them want to stay. With clear goals set from the start and constant communication, they’ve only lost one client in ten years! Jeff Barnes is Chairman of Barnes Health, the strategic healthcare marketing, and public relations agency be started in 2003. He began his career in the healthcare marketing and public relations space on the client side 34 years ago. Being able to look at things from the client’s perspective has been a plus for him as he has really focused on building good relationships with them. He sets clear goals and always makes them feel like they are the priority. In this episode, we’ll discuss: Keeping client churn rates at a minimum. Why constant communication and a clear process are the key. Why you should strive to find clients that really fit with your agency. Sponsors and Resources E2M Solutions: Today's episode of the Smart Agency Masterclass is sponsored by E2M Solutions, a web design and development agency that has provided white label services for the past 10 years to agencies all over the world. Check out e2msolutions.com/smartagency and get 10% off for the first three months of service. Subscribe Apple | Spotify | iHeart Radio | Stitcher | Radio FM Jumping From the Client-Side to Agency-Side Jeff had been working in healthcare marketing and public relations for 15 years before joining “the dark side” of the agency world. Basically, he wanted the freedom and more flexible hours of being an agency owner. Back then, there weren’t many marketing firms in the healthcare niche, so he saw a good opportunity. Barnes Health started with one client and the agency has grown significantly since. He still has that first client and, actually, a total of four legacy clients that have worked with the agency for 20 years. Jeff has always preferred to work with a retainer pricing model. Some agencies may feel clients take advantage of working under a retainer expecting too many services under the retainer umbrella. However, the most important advantage for Jeff is having a guaranteed revenue, which helps him sleep at night. Nowadays, retainer clients account for about 95% of the agency’s revenue. How to Keep Agency Client Turnover Rate At a Minimum The average agency turnover is 25% for a variety of reasons. With these statistics, Jeff usually gets bewildered looks when he says he’s only lost 1 client in 10 years. What’s his secret? Well, he’s learned from speaking with his clients most agencies are exceptionally good at the front end. They sell their services with a dynamic attitude and promise that gets clients excited for working with them. However, client success is an important KPI and many agencies fail when it comes to customer service. There are two components to an agency 1) client acquisition and 2) client service. It is a lot easier to retain an existing client than to get a new one, so Jeff focuses on providing great customer service to keep the turnover rate at a minimum. He has trained his team to communicate with clients on a regular basis and have a quick response time for any questions they may have. Each client, big or small, should feel like they’re the #1 most important client. Remember if you neglect clients, they’ll probably start wondering why they’re working with you and start looking for other opportunities. Answer the unasked questions -- and if you don't communicate it, they don't know it happened. Setting Clear Goals to Get Clients On Board With Your Strategy The moment a client agrees to work with your agency, you should quit promoting yourself and immediately transition to learning as much as you can about that client. Focus espe