Client Retention Tips For You From Bureau Members
Every day conversations like this take place inside The Bureau community. Someone asks a question, and within hours a dozen agency owners have weighed in with what actually worked for them. This week the question was simple enough. What's the one thing you changed that had the biggest positive impact on client retention? Keep reading to find out what the community recommended.
Client Retention Tips From The Community
What one change did you make that had the biggest impact on client retention?
That's the question that Justin Lester asked The Bureau community. And once he dropped it in Slack, the answers came fast!
Matt Graham makes himself the first call when a client is unhappy. He's fixed more relationships in 15 minutes than any process document ever managed.
Bart Mroz trained everyone who touches a client to spot potential project signals and reach out proactively, not just in quarterly reviews. His approach in two words: listening and curiosity.
Carl Smith scheduled a 7am Monday "first strike" email updating clients on every project before they had the chance to ask. He also recommended including clients in retrospectives. It extends good relationships and ends bad ones faster.
Sonya Palmer started attending a client's annual planning meeting.
Steve Guberman shared insights from Dot & Co: engage beyond the work itself. Share things you think may be of interest based on who they are as people. And take the time to check in with them on life, not just work.
Robert Collins keeps it simple: a quick call with every active client, every week. Not a status update, a chance to strengthen the relationship.
Chris LaFay does 15-minute monthly check-ins with clients. Just three simple questions around quality, communication and schedule. Nothing about the work itself.
Tyler Baber's biggest lever has been assigning AMs and PMs to clients based on fit, not availability.
Joaquin Lippincott recommends a weekly client satisfaction meeting, aimed at earning a testimonial as proof the relationship works.
My favorite part about these insights is that none of them were about AI or new tools. Almost all of them were about better communication, being present, and focusing on the people who have already said yes. Often just about showing up consistently for the people already paying you is the best retention strategy around.
