Why we haven’t lost a client in almost two years

▶ 0:00We do marketing for solar and renewables companies and we have not churned a client for almost two years since we started and it's not like we churned a client two years ago. We literally just haven't churned a client and I think that there's a few reasons for that and of course we are always striving to be better and there are going to be instances where we haven't you know performed and where clients have stuck with us when they probably didn't have to right but overall I would like to say that we do things in a way that warrants that.

▶ 0:30that kind of hero statement that we haven't lost a client in two years. Firstly we sign people that we fundamentally believe we can actually get results for. If we don't think that we can get results for you and we can't achieve the goals that you've set for us or for yourself then we will let you know and even if you kind of say like look I get it you're probably not going to hit the goal I still want to do it we will pretty much enforce that you make the goal more realistic or that in some way we align to the point where there is a successful outcome from our engagement. So that's the first one actually working with people who we know we can help. Turning people away who we know we can't because that's how you get churned.

▶ 1:10You sign someone that you know probably most I reckon most agencies that churn clients they kind of know from day one that they're not actually going to get results for them and it's unfortunate. It doesn't have to be this way. Maybe we're going slower as a result but we much prefer it because we know that literally when we have a prospect I can give them the phone number of any single one of our clients and they will give a honest testimonial to us as people and us as a business even if they've just started their campaign and they haven't actually necessarily got a financial ROI from the campaign yet.

▶ 1:46Second reason why I think we haven't churned a client is that we hold really true and strong to values like honesty, integrity, hard work, fixing stuff if we mess up because we do mess up, we've made mistakes and we just set out about fixing them as quickly as possible. For example, we had a pricing model originally back in 2024 that just didn't work for us whatsoever. It worked for the installer. Some of the installers were getting really, really strong cost per acquisitions on that pricing model but it really didn't work for us.

▶ 2:20We, like some installers were getting fantastic results and we still were unprofitable on that pricing model. So unfortunately we had to move everyone onto a pricing model that they didn't agree to originally. Like, so we had to propose this pricing model and move everyone onto a different structure that had the opportunity to benefit us as well as continuing to benefit them and that was probably six or seven clients and every single client stayed with us on the new pricing structure that we proposed and obviously that was an unideal situation because the pricing changed and we apologize for that and take accountability for that in that we were naive in creating the previous pricing model that we created.

▶ 2:59We got all of the numbers wrong, all the forecasts and it just wasn't going to work for us and so we moved everyone over and everyone agreed to stay, which was fantastic of them and in a lot of cases they kind of had to really entrust us and buy into the vision that we had for them and we are still to this day incredibly appreciative to those clients that did stick with us and are now getting fantastic results as a result of sticking with us.

▶ 3:25The third reason is that we love the fact that we are only on monthly recurring contracts so there's a 30-day notice period when working with us which means that every single month we prove to our clients that we are still worth the fee that they pay us or the commission or whatever it may be. And we think this is really important. We don't ever lock anyone in. The only scenario that we would consider doing an extended contract is for the client that's already been with us for quite a long time and if there's some benefit to them of actually doing so.

▶ 3:54But thus far we haven't actually done anything more than a monthly contract which is pretty cool because every single month clients are choosing to stay with us rather than feeling like they've got to wait out another three months and then it changes and whatever it may be. And a lot of agencies will look at that and they'll go surely that increases your term rate because you're contractually just letting people walk out the door whenever they feel like it and I would argue the complete opposite because making companies or people feel stuck in a situation is just going to make them want to get out of it even more.

▶ 4:23We don't want to be sticky for that reason. We want to be sticky for our results and because we hold ourselves to that I think it is more important for us to get results and therefore we don't lose clients because we are getting them results or at least they can see we are trying our very very best too. And that's probably the final thing actually I've run out of fingers but not every campaign is going to be your hero highlight case study.

▶ 4:45So in fact Asia Renewables right they are a hero case study now they got 11 deals in the first month they closed over six figures in revenue inside the first month so not even accounting for the deals that closed after that after the first month that were generated as leads in the first month six figures in revenue in the first month.

▶ 5:03But the first week or so was dire like in fact I think there was the first two days were pretty good and then there was like a week a week and a half where lead cost was too high progression was progression was basically the lead cost was just too high and it took a lot of work to basically understand both why the lead cost was too high to spend the money and resources that it required to edit lots of new creatives and continually kind of iterate on the ad account set up and the creatives that were within it and where the budget was going.

▶ 5:37It took a lot of work but we're not going to just onboard someone and the lead cost be too high and I was just going well I guess the lead cost is too high I don't know what you know. It's our responsibility so we put more resource onto that account than one that was potentially performing at a really really strong rate and therefore we were able to drop the lead cost by I think like two thirds and the campaign over the course of the full month was incredibly successful the first month.

▶ 6:01So it's that kind of thing where you take responsibility and accountability for what happens and what goes on and the results that you're able to generate and I think that that probably sums up some of the reasons why we have never lost a client since we started and since we specialised into renewable energy or helping renewable energy companies.

▶ 6:23Hopefully we can keep up never losing a client and we can continue to say this but I think what's important to us is the fact that people stick with us because they want to rather than the fact that we can say that we haven't lost a client. It's a lovely tagline or phrase but like I would rather someone left if they were going to get better results elsewhere I would rather they actually just left than stick with us because I want to protect our two-year no churn tagline right because we just want that we want the industry to go we want all of our clients to go we've got good relationships with all the clients.

▶ 6:58So if you want to put us to the test and see if you will be one of those clients that sticks with us for multiple years then just click the book an appointment button above this video or drop me a message or something like that and we'll get something sorted out. Cool I will catch you in the next one.