Why our clients stay (and why we barely lose any)

▶ 0:00As you know, we didn't lose a client for a full two years. And even since then, we're probably on two years, three months now, we've still only lost one. And these are all the things that we put in place to ensure that all of the clients that work with us have a fantastic experience, and that we're there for them, and giving them the support that they need, as well as the results that they deserve.

▶ 0:21So I'm going to take you through some of the things that we do to ensure that everyone has such great experience. So let's get started. The most important thing I would suggest, and I'm going to make this even, you know, we'll make it red and circle it five times, is every client gets a WhatsApp chat with us. We originally thought we would use, like, Slack or something, which is what we use for our team's internal communication, but we found that it is so, so important that clients just have somewhere super easy, quick and frictionless to contact us and to just chat, right?

▶ 0:51A lot of agencies use, like, Trello boards and stuff. And if you ever want to speak to someone, you have to basically raise a support ticket, all that stuff. Nonsense, right? I'm a big believer in doing things that don't scale. Now, the WhatsApp chat, yes, there is definitely more efficient systems that we could use to actually get feedback from clients and to speak with them.

▶ 1:08I'm sure there's more easy systems for us to do than manage 35 different WhatsApp chats, but it's so, so critical because it just means that we are always there to help. You can just throw a message into the chat and know that someone's going to get back to you as soon as possible. We typically get back to people within, like, a couple hours max and a maximum. It's kind of like a day, if that. We're always active in these chats.

▶ 1:30And it's not just about campaign results and things. We are active in the chats, just chatting about personal things. Maybe someone's got a kid on the way and stuff like that. Like, it always just allows for us to build a much better relationship with all of our clients. So, WhatsApp is, I would say, like, star, star, star, number one, right?

▶ 1:46Next is going to be your two weekly check-ins. So, every Monday, you're going to get a much more detailed check-in. Every Friday, you're going to get a check-in just on, like, how the week's been and a prompting conversation. Just see if there's anything we need to tweak. But the Monday check-in is shown here, expertly done by Charlotte.

▶ 2:02Quite funny, actually, because Joe was doing 35 check-ins beforehand and it does take a long, long time. So, it wasn't necessarily as detailed as Charlotte is now able to accomplish for us here. So, you can see we're not just, you know, doing, oh, cost per lead's been 25 and then calling it that. Like, we're looking at all sorts of things.

▶ 2:23Number of leads generated, but also comparison versus the previous period, where the cost per lead is tracking. For example, this client had a cost per lead of £17 over that week, 14 leads in a day from a 2.3k spend account. It's pretty good going. But also, we talk about the actual performance of inside the campaign. Like, what is actually going on?

▶ 2:40What are we monitoring? And if there's any core actions that we've taken, which in this case, it doesn't look like there was in that particular week. But any core actions we've taken or changes we've made to campaign tasks we've completed, that will be detailed in this check-in. Which brings me really nicely onto the performance dashboard that you can see a little glimpse of there.

▶ 2:59So, every client gets a very easy to understand performance dashboard. We are not sending you something that takes a master's degree in data analytics to actually begin to fathom and understand. We're just sending you something that very simply says, right, this is how many leads you got, this is how much they cost, and this is how much you spent.

▶ 3:18And it shows other things like charts, and if you were to click into any one of these, you could get some more detail on it. But the important thing is you have somewhere to go where no one's trying to double bluff you. No one's trying to hide certain stats that tell a story differently. It's very, very simple and very easy to understand.

▶ 3:37It's something that loads of our clients really appreciate, and it just gives them a quick pulse. If they ever want to see how the ads are performing on a particular day, they can filter down the date range and see that, right? It's super, super versatile. When we talk about going into more detail, that's what brings us onto your monthly performance review.

▶ 3:54So, every client has a monthly call with Joe, and quite often Charlotte is now actually joining these as well. And that is where you go much deeper on the strategy behind the campaigns, around any internal changes that are happening within the business that we should know about. Maybe there's a capacity problem coming up, someone's going on holiday, things like that.

▶ 4:14That is where all of that is discussed, and we talk about the results from the previous month, what we're doing to either improve or sustain them in for the next month, and all of that kind of stuff. It's really annoying for me, because to be honest, it just seems like it's Joe just chatting with his mates 35 times a month.

▶ 4:31Which he has a great time doing, but I obviously am more on the sales side, so I don't really have to have the chance to get involved in these. After that, we may as well touch on the shoot day guidance and direction. So, this is a really big thing for us. We make sure that when you shoot, it's not like we send you a script and tell you to record it yourself.

▶ 4:50There's plenty of budget options out there, one company in particular that do a full commission offer, that will force you to do that. I mean, fair enough, there isn't enough money in their offer, in their pricing, to facilitate them coming out and shooting with us. We are obviously a multiple premium offering that they are, so we come out, we give you the guidance to make sure that you get all of the content you want out of the campaigns, or out of the shoot day specifically, so that there's nowhere for us to hide.

▶ 5:16And this is something that Chris Sadler actually said specifically. He said that because we manage the process end-to-end, we have nowhere to hide. There's no excuses. If this campaign doesn't work, we've literally set everything up from start to finish, including the shoot and the videography and everything from start to finish and the ads management.

▶ 5:33So if it doesn't work, it's on us, and that's beautiful in a way, because it means that there's no point of failure that we don't control. We have full control end-to-end of the process, and you need nothing else other than the retainer and set-up fee that you pay to us to ensure that you get the results from the campaign, obviously, apart from actually calling the leads and summoning them, etc.

▶ 5:53Next, intros to other clients. So we have some clients on our books that we are incredibly lucky and honoured to have. Obviously, we're honoured to have all of them, but there's some in particular that provide great advice to others and have kind of been through a lot of the troubles and tribulations that other clients are facing or about to face in their journey scaling their solar business.

▶ 6:16So a couple here in particular. We've got Ali here. Absolutely fantastic. So he runs a business called The Trade Business Coach, or that's his app, and it's also Graph2Growth is the actual business, the coaching side of things. But he's always keen to just offer free advice and help people. He gets a lot of satisfaction out of just helping people grow their businesses.

▶ 6:36So he's really good on that front, especially in sales and marketing in particular. We've then got David and Jen as well, who are just so capable on the technical side of things that if there's ever a client that is putting together a quote, doesn't know how to, you know, basically structure something, how to set a system up, then these are the two that they will quite often go to.

▶ 6:59In terms of on our side, internally, we've got myself, Joe, Charlotte and Sam. Now, I can basically cross myself out because I just come in and just, I'm just vibes in the WhatsApp chat. I don't really do anything useful other than kind of like, you know, chat about how the way it's going and stuff. Joe was doing all of the check-ins, so he definitely runs the fulfillment side at SOS.

▶ 7:18So if you need something done, Joe is the person that basically makes sure that that gets done. But much more recently, Charlotte has been taking over quite a bit of that role because she simply has more time than Joe and actually has a great deal of experience. She's done a year at, like, look fantastic, MyProtein, THG, Audi, specifically in performance creative marketing, which basically means that she's an expert at the actual, like, video ad side of things and is able to report even better than we were doing on the performance of those ads and why that might be and what we're doing next and all that kind of thing.

▶ 7:56Finally, our newest addition is Sam here. Sam is going to be helping Joe with managing our 35 plus active ad accounts. So he's our media buyer. That's the kind of more technical term for it. So he's also in the chats basically keeping tabs on how the campaigns are performing and if there's anything that needs to happen within the meta accounts to help performance.

▶ 8:19Finally, I've just got a little note because all of this is well and good, but what is the actual reception of all of this activity? Do people actually appreciate it? This is a little nice note from Lewis here from Lett Electrical and Manewables. They did over £120,000 in 30 days with us. So really, really strong results.

▶ 8:39But on top of those results, he said this about the actual support that we receive or that we provide. So the team there, Joe and Jude are fantastic. They're always at the end of the line. You WhatsApp them at any time and they'll literally respond. They'll do the absolute most to make it a successful campaign. And that, to be honest, means the absolute world to us even more than some parts of the results because it just shows, you know, we really do care.

▶ 9:06And that's a big deal. I know that there are other renewable specialist agencies that really do care, but I'd say we really, really, really do care even more than some others. So, yeah, if that was interesting at all and it kind of gave you a look behind the curtain on what support our clients are actually receiving and what goes into these campaigns rather than just clicking a few buttons, then you should definitely reach out and we'd love to bring you into this ecosystem and help you scale your solo business.

▶ 9:31So click the button at the top of this video, book a call, or it'll be in the post as well. Have a chat with myself and then I'll introduce you to these lovely people as well. We will help you with your campaign. Fantastic. See you in the next one.