While a lot of our revenue as a business comes
from new clients the vast majority of
our revenue comes from recurring revenue.
Meaning our current clients that are
purchasing from us again. And one of the
quickest ways I found to lose a client
is to be working super hard, but not tell
them that you're working. So keeping
clients in the loop, keeping them updated
and communicating effectively is one of
the key things that's going to keep
clients buying from
you and coming back.
So in this video I want to break down
how we update our clients and give you
some screenshots, some scripts and stuff
that you can use when you update yours.
Here's the system. We start with
Friday updates. Our account manager,
whoever is assigned to the account, will
send out an email every Friday to our
clients letting them know all the work
that's been done on their account to
date. So here's an example of one of the
emails that we sent out in November.
Update for the week is the subject line.
And then email goes into: Hi, how are you?
Hope you had a productive and enjoyable
week. Here's a summary of what happened
and then it's literally a point-by-point
breakdown of everything that we did. So
posted a project on Behance, kept
commenting. Literally, everything and then
our win for the week, as well, as on here
so we we got them featured on the top
ten enterprise app development companies
on Top App Creators. That was interesting
to point out. And we send this out every
Friday without fail. Basically, even over
holidays and everything. Our account
managers on our team, we've got Istvan
and then this is from Natalie, will
send these out.
That's that every Friday. The other thing
that keeps them going is number two.
Which is weekly or bi-weekly calls. So
depending on the level of engagement a
client has with us we have three levels
of calls to update. So if they're on a
big retainer or their consulting with
our marketing team we actually have two
calls a week. So one call on Monday to
get all the tasks lined up with the
team and then one call on Friday to
update. If they are on a little bit of a
smaller retainer or we're just doing all
the execution work, we are not
working with an internal team then it's
one call a week where we go over
basically everything that's in
that friday update email and get
feedback and tweak from there. And if
they're on a little bit of a smaller
retainer maybe they're only engaging us
for outreach to call every two weeks to
give updates on the status of the
project. So very simple and you don't
have to be on these calls as a business
owner.
I've got account managers that do it and
our director of production and my
co-founder Robert also is on those calls
a lot. So calls is another thing that
you should do. The third thing that we do
is: update docs. So here is an example of
a google doc that we'll send out to a
client. They have real-time access to
this. They can go in and edit every time
and I went over this in our four
disciplines of execution video as well,
but here's a an example of a filled out
doc. So all of our to-do lists are here
so everyone can see what we're planning
to do. The status of each to-do is here
and then the due date is here so client
can easily look and say okay they're
doing this XYZ this week and then
they'll know the current status and then
there's also the results up here. This is
for cold email outreach for partnerships.
You can see we sent 2,000 emails and got
33 meetings, about a one-percent meeting
but great for these guys.
So that's that. They can easily
see what's going on and these docs are
updated either every day or every two
days depending on how many emails we're
sending out and the size of the client. So
implement that system. It's the easiest I
found to keep clients updated and to
keep them coming back.
Let me know if you have any feedback on
this system or if you've implemented it
yourself and any changes that you would
make. Would love to hear it.
Feel free to like this video to
encourage this type of content on
YouTube. Subscribe to this channel for
more B2B sales training and if you need
marketing support for your digital agency
check out experiment27.com. I'm Alex Berman.