The Systems & Processes You Need to Run a 7-Figure Agency

Summary of "The Systems & Processes You Need to Run a 7-Figure Agency"

Short Summary:

This video focuses on the critical systems and processes needed to run a successful 7-figure agency, particularly after signing a client. The speaker emphasizes the importance of providing a world-class client experience to ensure retention and long-term success. Key points include building trust and transparency, consolidating communication channels, assigning dedicated account managers, and implementing regular check-ins and updates. The speaker also highlights the importance of going above and beyond client expectations, celebrating milestones, and creating delight moments. The video showcases Floy, a client portal software, as an example of how to streamline communication and provide a seamless client experience. The speaker also outlines a detailed 100-day onboarding plan, emphasizing the importance of clear expectations and communication to ensure client satisfaction.

Detailed Summary:

Section 1: Offering the Best Client Experience

This section focuses on the fundamentals of providing a positive client experience.
The speaker emphasizes the importance of understanding client needs through active listening and building trust and transparency.
He stresses the need for consolidation, having a single communication channel and a dedicated account manager for each client.
The speaker also recommends creating a client portal where all relevant information is easily accessible, including progress reports, Sops, and communication history.
He suggests implementing regular check-ins and updates, tailored to the client's communication style.
The speaker encourages going the extra mile by offering additional services beyond the core offering, creating surprise and delight moments, and celebrating client milestones.
He emphasizes the importance of client retention, stating that acquiring a new customer can cost up to 25 times more than retaining an existing one.
The speaker also discusses key metrics for improving client retention, such as customer retention rate, customer churn rate, Net Promoter Score, and customer lifetime value.

Section 2: Creating the Ultimate Client Portal

This section focuses on building a client portal that streamlines communication and provides a central hub for all client-related information.
The speaker emphasizes the importance of consolidation, ensuring all communication, files, Sops, and tasks are easily accessible in one place.
He recommends using a client portal software like Floy, which offers features like communication tools, onboarding videos, file storage, task management, and reporting.
The speaker demonstrates Floy's interface, showcasing its features and how it can be used to create a seamless client experience.
He highlights the importance of personalization, adding custom branding and logos to create a professional and branded experience for clients.

Section 3: The Critical First 100 Days of Your Client's Journey

This section focuses on creating a detailed onboarding plan for the first 100 days of a client relationship.
The speaker emphasizes the importance of having a clear roadmap for client onboarding, ensuring a smooth transition and providing value from the start.
He provides an example of a 100-day onboarding plan for a Tik Tok Ad Agency, outlining specific tasks and milestones for each day or week.
The speaker highlights the importance of setting clear expectations, providing regular updates, and celebrating milestones to build a strong client relationship.
He also recommends implementing automated messages to provide a more dynamic and proactive experience for clients.
The speaker emphasizes the importance of reviewing and adjusting the onboarding plan based on client feedback and experience.

Notable Quotes:

"It's really important to make sure that now that you've done all of the hard work from you know sending call out Outreach to getting them on call to now actually having them pay you invoice and starting to work with you that you make everything in your power to make sure that your experience is as good as possible so you can retain them."
"The problem is very often even though you have contractors Freelancers team members your clients end up wanting to chat with you and that is what it is but at the end of the day you need to find and build processes where you can kind of remove yourself from the day-to-day execution."
"Acquiring a new customer can cost up to 25 times more than retaining an existing one."
"You put all of this work in order to get a client and now essentially a lot of people just go straight to be like okay cool now let me go back to sales and let me try and get new clients and new clients instead of focusing on delivering the best quality experience and the best results for the existing clients."
"The whole premise here is to make sure that um you think about the service that you want to offer and then you literally build that the ideal 100 days so you can know exactly what your clients will experience."
"The majority of the problem that you'll face is miscommunication and mismatch expectations."

Overall, this video provides valuable insights and actionable steps for building a successful agency by focusing on client experience, process optimization, and communication.