Agency Accelerator Week - Final Lecture Notes

Overview

• Purpose: Final class of the Agency Accelerator Week.
• Objective: Review critical components learned and introduce post-client sign-up processes.

Key Learnings Recap

1. Six-step action plan to start your agency from zero.
2. Emotional Cycle of Success: Breaking free from the failure cycle.
3. Roadmap to $10,000/month: Strategies to achieve this milestone.
4. The 6-E Plan: Signing your first client.
5. Agency Accelerator: Speeding up the journey to success.
6. Effective Outreach: Booking meetings through cold email with Gom.
7. Sales Techniques: Selling five to six-figure services through Zoom with Josh.

Today's Focus: Post-Client Sign-up

Introduction to System and Processes

• Objective: Creating the best experience for clients post-signing.
• Modules Covered: Providing world-class client experiences and optimizing workflows.

Key Components for Client Experience

1. Understand Client Needs

   • Practice active listening during onboarding calls and consultations.
   • Write down detailed notes to ensure clients feel heard and understood.

2. Build Trust and Transparency

   • Be honest about any issues and communicate openly with clients.
   • Avoid hiding problems. Address issues proactively.

3. Consolidate Information

   • Create one communication channel to avoid confusion.
   • Use a centralized system where clients can see task progress, SOPs, team details, and messages.

4. Assign a Dedicated Contact

   • Assign one person as the point of contact for each client to streamline communication.
   • Transition away from daily execution to focus on scaling the agency.

Ideal Agency Structure

• Management Team: CEO, CMO (Chief Marketing Officer), COO (Chief Operating Officer).
• Squad System: Small teams to manage clients efficiently.
  • Squad Structure: Account Manager, Creative Person, Analytical Person
  • Client Load: 5-8 clients per squad for quality management.

Regular Check-ins and Updates

• Tailor update frequency to client needs (e.g., hands-on vs. hands-off clients).
• Proactive Communication: Use video updates and offer booking links for calls.
• Scheduled Availability: Set specific times for client calls for efficient time management.

Going the Extra Mile

1. Exceed Expectations
   • Provide additional value beyond core services (e.g., website improvement suggestions).
2. Surprising and Delighting Clients
   • Send small welcome gifts or delight moments (e.g., flowers, books).
   • Track client milestones and celebrate achievements with personalized touches.

Importance of Client Retention

• Cost Efficiency: Retaining clients is cheaper and more efficient than acquiring new ones.

• Metrics for Monitoring Success:

  • Customer Retention Rate, Customer Churn Rate, Net Promoter Score, Customer Lifetime Value, Average Revenue per User, Repeat Purchase Rate, Engagement Rate, Upsell/Cross-sell Rates, Onboarding Success Rate, Renewal Rate.

• Identifying Early Signs of Client Discontent:

  • Engage proactively with quiet clients to address issues early.
  • Use exit interviews to understand and improve weaknesses.

Action Steps

1. Brainstorm and Organize Delight Moments
2. List Milestones to Celebrate
3. Define Your Team Structure
4. Designate Main Contact for Clients

Creation of the Ultimate Client Portal

Key Elements of Client Portal

1. Consolidation: Single access point for all client-related information.
2. Communication Tool: Integrated messaging within the portal.
3. Onboarding Videos and SOPs: Easy access to training and procedural documents.
4. File Storage: Centralized location for all files and reporting.
5. Task Management: Transparency on task progress and assignments.
6. Board for Visual Data: Visual representation of project stages.
7. Calendar Integration: Track and schedule deadlines and meetings.
8. Customization: Brand the portal with your agency’s logo and colors.

Example: Using Floy

• Features Overview: Brief, Tasks, Brain Section, Boards, File Storage.
• Setup Automated Messages for Onboarding and Updates.
• Personalized Client Experience: Use tools like Floy to enhance client interaction.

Critical First 100 Days of Client's Journey

Purpose

• Create a mapped-out plan for the first 100 days to provide value and clarity.
• Essential for setting expectations and ensuring a smooth onboarding process.

Example Plan for a TikTok Ad Agency

• Day 1: Send personalized welcome package.

• Days 2-3: Book and conduct onboarding meetings.

• Day 4: Ensure access to necessary files.

• Day 5: Send custom strategy document.

• Day 6: Conduct creative workshop.

• Day 7: Perform account audits.

• Week 2: Create content calendars and launch first ad campaigns.

• Week 3-4: Monitor, optimize, and hold strategy calls.

• Month 2-3: Scale campaigns and conduct regular check-ins.

• Continuous: Celebrate milestones, additional surprise moments.

Structured Approach

• Develop Onboarding Calendar: Plan detailed steps and timelines.
• Define Milestones and Goals: Establish clear objectives to achieve within 100 days.
• Regular Check-ins: Maintain communication cadence based on client needs.
• Continuous Value: Provide ongoing quality and surprise elements.

Conclusion

• Two Options: Continue self-learning or join Agency Accelerator for structured support.

• Decide: Choose path to build an epic life through unconventional means.

• Encouragement: Take action and join the program for accelerated success.