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Module: 1. AAU Agency/Module 2 - Set Up Your Agency 7
Lesson: 3. The Client Relationship Factor
Duration: 13:34
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[00:00 -> 00:03] Okay, so this lesson I happen to really love.
[00:03 -> 00:07] It's what I call the client relationship factor.
[00:07 -> 00:14] And it talks about how to kind of manage a client and what clients are looking for.
[00:14 -> 00:19] So it just kind of gives you an insight to that relationship before you ever have those
[00:19 -> 00:24] relationships so you know what kind of what different things to look for.
[00:24 -> 00:29] So when you're talking to a client initially, what kind of agency is the client looking for?
[00:29 -> 00:33] They will typically draw on past experience and they will tell you exactly what they're
[00:33 -> 00:35] looking for.
[00:35 -> 00:40] So some examples might be, I'll have clients or potential clients call me up and say, you
[00:40 -> 00:44] know, I've worked with an agency in the past, but they were very unresponsive.
[00:44 -> 00:48] So I would send them an email asking them a question and it would take three days to
[00:48 -> 00:50] get a response.
[00:50 -> 00:54] Or they might work for at the agency and they need to have changes made, but it would just
[00:54 -> 00:56] take too long.
[00:56 -> 01:01] Other types of experiences are, you know, they would say, you know what, I can never get
[01:01 -> 01:02] a hold of them on the phone.
[01:02 -> 01:08] I just wanted to talk, have them talk me through my account and explain to me what's going on.
[01:08 -> 01:13] Another popular one is, you know what, all I get is a report every single month saying,
[01:13 -> 01:17] yeah, I got, you know, 12 phone calls this month.
[01:17 -> 01:19] I didn't get 12 phone calls.
[01:19 -> 01:20] I don't remember 12 phone calls.
[01:20 -> 01:22] I never saw those come through.
[01:22 -> 01:27] So sometimes customers or your clients don't understand exactly what's happening.
[01:27 -> 01:33] They need it explained to them and they're drawing or they're going to tell you really
[01:33 -> 01:37] what their problem is with past agencies.
[01:37 -> 01:41] So if you make notes of that, you can keep coming back to that and be like, you know what, this
[01:41 -> 01:47] client just needs to have a monthly phone call and they are happy because I promise you
[01:47 -> 01:48] this.
[01:48 -> 01:53] More of these things that you do in this actual lesson, the longer you're going to have your
[01:53 -> 02:00] clients and the longer you have your clients, those, they are typically easier and easier
[02:00 -> 02:02] and easier as you go.
[02:02 -> 02:07] My easiest clients are ones that literally have been with me for seven and eight years.
[02:07 -> 02:11] So sometimes clients want to talk and sometimes clients don't want to talk.
[02:11 -> 02:16] What I mean by that is you'll have clients that really just want to touch base with you every
[02:16 -> 02:17] so often.
[02:17 -> 02:19] They will want to hop on the phone.
[02:19 -> 02:20] They will want to look at their account.
[02:20 -> 02:24] You can do a screen share through a zoom call or you can just talk them through a report and
[02:24 -> 02:28] don't worry about any of the reporting because we'll have all that set up for you.
[02:28 -> 02:30] We'll show you how to do that later in the training.
[02:30 -> 02:32] So sometimes they just want to be heard.
[02:32 -> 02:33] They want you to answer their questions.
[02:33 -> 02:37] They just, you know, they're very involved in their business.
[02:37 -> 02:38] It's not a bad thing, right?
[02:38 -> 02:41] That's actually a great thing and you should encourage that.
[02:41 -> 02:45] When I talk to my clients, I set expectations up front.
[02:45 -> 02:49] I'll talk to you again about this during the onboarding process.
[02:49 -> 02:53] But I say, listen, the best clients that and the clients that are most successful with
[02:53 -> 02:58] this are those that understand that communication is everything.
[02:58 -> 03:03] So as your agency, we see these different things going on by the numbers.
[03:03 -> 03:06] So I might see that, hey, you're getting a lot of phone calls.
[03:06 -> 03:09] You're getting a lot of web form leads.
[03:09 -> 03:11] And I think everything is great.
[03:11 -> 03:14] And then I talk to you, you know, a month or two later and you're like, you know, everything's
[03:14 -> 03:15] not great.
[03:15 -> 03:21] We're getting clients from the other side of town and we don't want to drive that far.
[03:21 -> 03:26] Those are important conversations to have because that's an easy fix.
[03:26 -> 03:27] And don't worry about fixing it.
[03:27 -> 03:29] We'll talk about that in optimization.
[03:29 -> 03:34] But when you have that kind of communication with a client, it actually opens up all sorts
[03:34 -> 03:36] of places.
[03:36 -> 03:40] So you'll have a client that is ready to walk and you know it.
[03:40 -> 03:41] They're unhappy.
[03:41 -> 03:46] They're getting the leads that they thought or it's the campaign has kind of turned south
[03:46 -> 03:49] on you and they are just, they're ready to walk.
[03:49 -> 03:50] You know what?
[03:50 -> 03:51] You can feel it.
[03:51 -> 03:55] But if you have that conversation with a client, you can say, you know what, I can make, I
[03:55 -> 03:57] can fix that and I can fix it now.
[03:57 -> 03:58] And they're like, really?
[03:58 -> 04:02] Yes, that's, you know, that's why these conversations are great.
[04:02 -> 04:07] When I mean when they don't want to talk, I've had clients where I've tried to get a hold
[04:07 -> 04:10] of them every single month for months on end.
[04:10 -> 04:14] And when I finally do get a hold of them, I'm like, Bob, you know, I've been trying to
[04:14 -> 04:15] get in touch with you.
[04:15 -> 04:16] It's like, Mike, I'm too busy.
[04:16 -> 04:21] All you need to know is that if you don't hear from me, that's a good thing.
[04:21 -> 04:24] And I, you know, I kind of laugh because that's right.
[04:24 -> 04:25] That's the ideal client.
[04:25 -> 04:30] Well, you never have to talk to and just pays you monthly, month in and month out to get them
[04:30 -> 04:31] leads.
[04:31 -> 04:34] The problem with that, I was like, Bob, but what you don't understand is I can make this
[04:34 -> 04:36] campaign work better for you.
[04:36 -> 04:39] You get more business, you're happier.
[04:39 -> 04:41] I get more business for you.
[04:41 -> 04:42] I'm happier.
[04:42 -> 04:43] It works out, right?
[04:43 -> 04:45] You've referred me to two people, Bob.
[04:45 -> 04:48] If I keep you happy, you're going to keep referring me people.
[04:48 -> 04:52] So I encourage my clients to talk to me about what's going on.
[04:52 -> 04:56] The worst thing is is that when they don't talk to you and then all of a sudden they call
[04:56 -> 05:00] you up and say, this isn't working and you're just totally taken aback.
[05:00 -> 05:01] You're like, what are you talking about?
[05:01 -> 05:03] They're like, I'm not getting any leads anymore.
[05:03 -> 05:06] The leads we're getting are crap.
[05:06 -> 05:09] So there's a number of ways around that, but we'll talk about that now and a little
[05:09 -> 05:10] bit later.
[05:10 -> 05:14] But really, a lot of the time clients just want to be heard.
[05:14 -> 05:17] They want to know that you're paying attention to them.
[05:17 -> 05:21] And I don't mean that in a negative way, but they're paying you a lot of money.
[05:21 -> 05:24] They're paying a lot of money to get business.
[05:24 -> 05:30] They just want to know that they're being heard and that somebody is handling their concerns.
[05:30 -> 05:34] So one of the most important things I've learned in eight years of running this agency is
[05:34 -> 05:38] automation can keep clients very happy.
[05:38 -> 05:41] And you're probably like, well, how does that work?
[05:41 -> 05:47] It helps with because what I do is we set up an automatic email and the automatic email
[05:47 -> 05:50] goes out once a month to our clients.
[05:50 -> 05:54] And it says, hey, Jim, it's that time.
[05:54 -> 05:57] You know, we'd love to review your campaign with you.
[05:57 -> 06:02] If you'd like, click on this link, go to our calendar and schedule a call.
[06:02 -> 06:03] Simple, right?
[06:03 -> 06:07] More than 75% of our clients will never schedule that call.
[06:07 -> 06:08] They're happy with their service.
[06:08 -> 06:14] They don't want to take the time out and they just know that that option is there.
[06:14 -> 06:15] Okay.
[06:15 -> 06:18] The 25% are getting their questions answered.
[06:18 -> 06:20] And we keep the call short.
[06:20 -> 06:23] Sometimes they're like five or 10 minutes.
[06:23 -> 06:26] Sometimes they might go a little bit longer, maybe 20 minutes, but that's what they're paying
[06:26 -> 06:28] you for, right?
[06:28 -> 06:32] And it also helps because you're keeping that constant communication going.
[06:32 -> 06:36] You're finding out what's going on your client's end with their leads.
[06:36 -> 06:37] Are they happy with them?
[06:37 -> 06:39] Are they happy with the quality?
[06:39 -> 06:44] If not, typically there's an easy fix for it.
[06:44 -> 06:48] Sometimes it's a little bit more work, but that's your job as an agency.
[06:48 -> 06:52] But the most beautiful thing about it is you're going to have those clients that will call
[06:52 -> 06:55] you up and say, just out of the blue and be like, you know what?
[06:55 -> 06:57] This isn't working.
[06:57 -> 06:58] My ads suck.
[06:58 -> 07:03] And you're going to be like, well, I'm sorry, Joe, but we've been trying to get in touch
[07:03 -> 07:08] with you to talk to you about that because there are things that we can do to fix that.
[07:08 -> 07:09] And he's like, what?
[07:09 -> 07:13] And we're, we just tell them every month you get an email, you know, you get that email
[07:13 -> 07:16] that goes out that says, Hey, schedule with us here.
[07:16 -> 07:18] He's like, I don't have time.
[07:18 -> 07:23] And I understand that, but we can't keep calling people and just begging them, you know,
[07:23 -> 07:26] to schedule because they don't have time.
[07:26 -> 07:29] So we put that out there to make sure that we keep in constant communication with our
[07:29 -> 07:30] clients.
[07:30 -> 07:34] They know they have a channel to speak to us through and they can, you know, speak to
[07:34 -> 07:40] us directly doing that and address their concerns because what you're talking about
[07:40 -> 07:42] can be fixed quite easily.
[07:42 -> 07:43] And he's like, really?
[07:43 -> 07:47] Yeah, that's why we want to, you know, keep this communication open because this doesn't
[07:47 -> 07:52] have to go months where your lead quality is going down or you're just not getting any
[07:52 -> 07:58] leads or the leads that you like because we can make adjustments and that will keep
[07:58 -> 08:00] your lead quality going up.
[08:00 -> 08:01] That'll keep your leads going up.
[08:01 -> 08:04] And obviously you're happy and we're happy.
[08:04 -> 08:08] So you've automatically diffused a situation because they've reached out to you.
[08:08 -> 08:12] They're pissed that something is not working and you're like, listen, you kind of turn it
[08:12 -> 08:14] back on them.
[08:14 -> 08:15] You know what?
[08:15 -> 08:19] We've been trying to, you know, keep that communication open.
[08:19 -> 08:25] Now another good thing about sending the link out to schedule on the calendar is because
[08:25 -> 08:32] if a client is unhappy and they call you up and they do, you know, you answer the phone
[08:32 -> 08:34] and they're like, Mike, this isn't working.
[08:34 -> 08:36] I'm not happy.
[08:36 -> 08:38] We can't keep throwing money into this campaign.
[08:38 -> 08:39] And I'm like, you know what, Bob?
[08:39 -> 08:41] I totally hear you.
[08:41 -> 08:42] I completely understand.
[08:42 -> 08:47] We have sent those emails out for you to schedule with us so that we can, you know, get that
[08:47 -> 08:51] feedback from you and I really want to get that feedback from you.
[08:51 -> 08:52] But I'm just walking into a meeting.
[08:52 -> 08:55] I'm going to send you this email with my link.
[08:55 -> 08:56] Do me a favor.
[08:56 -> 08:57] Hit that.
[08:57 -> 08:58] Let's get on the phone.
[08:58 -> 09:03] Let's make this fix so that you can start getting your leads back up again right away.
[09:03 -> 09:06] And what I've done is he's angry.
[09:06 -> 09:07] I've just deflected that.
[09:07 -> 09:11] I told him, listen, we've already tried to reach out to you.
[09:11 -> 09:15] It's not really our problem if you are not going to schedule a call.
[09:15 -> 09:18] And he's just like, I just want to talk to you right now.
[09:18 -> 09:20] Well, you can't.
[09:20 -> 09:24] I'm not going to talk to you just to be your punching bag, right?
[09:24 -> 09:25] Somebody you're mad about something.
[09:25 -> 09:27] It might not even be about your ads.
[09:27 -> 09:30] That's the thing you need to understand.
[09:30 -> 09:35] Sometimes maybe he just had an employee who quit and just left him high and dry and they're
[09:35 -> 09:37] just needing somebody else to yell at.
[09:37 -> 09:40] So what I will do is say, here's my link.
[09:40 -> 09:41] Do me a favor schedule.
[09:41 -> 09:43] Let's get this fixed.
[09:43 -> 09:48] I'd say at least half the time, they never even schedule.
[09:48 -> 09:55] They're just looking to yell at somebody and you happen to be the next call.
[09:55 -> 10:00] The other half the time, they schedule, you get on there and you fix the problem.
[10:00 -> 10:03] Typically clients, because it is kind of a bigger process, they don't want to set it
[10:03 -> 10:07] up all the time with different companies and pay big set-up fees, they're going to give you
[10:07 -> 10:10] an opportunity to make it right.
[10:11 -> 10:16] That's how that automation can really help with those different things and help with client
[10:16 -> 10:22] objections and kind of diffuse the situation.
[10:22 -> 10:28] It's not really automation as far as I might have picked up the phone when Bob called, but
[10:28 -> 10:30] I can send him an email.
[10:30 -> 10:33] He can go schedule and that's all automated.
[10:33 -> 10:35] I just hit a button to send him an email.
[10:35 -> 10:40] He goes schedules at the time or he doesn't.
[10:40 -> 10:43] It helps because I'm telling him he's heard.
[10:43 -> 10:45] I'm giving him a solution.
[10:45 -> 10:48] Let's figure out a time, but I don't want to sit here and have you yell at me.
[10:48 -> 10:53] So it doesn't happen often, but if it does, you can kind of turn it back on them again
[10:53 -> 10:54] a little bit.
[10:54 -> 10:59] Now, if clients call you and if you don't respond, meaning you put kind of a brick wall
[10:59 -> 11:04] up between you and your clients and just hope that the problems go away, you'll have to chase
[11:04 -> 11:06] clients all the time.
[11:06 -> 11:11] All you will be doing is replacing clients that you've lost and you might get three or
[11:11 -> 11:16] four or five, six clients this month, but you're replacing the four, five, six or seven
[11:16 -> 11:19] that you lost last month and you'll never get anywhere.
[11:19 -> 11:27] So that's why I say these automation tactics work really well because if you listen to your
[11:27 -> 11:32] clients and you respond to them and you make sure that you're available, your clients are
[11:32 -> 11:33] going to be there for a lot longer.
[11:33 -> 11:38] When I talk about this, you know, if you're proactive, business is good.
[11:38 -> 11:43] We have some clients that have literally been with us seven and eight years.
[11:43 -> 11:49] I say it a lot because I want you to understand 50% of my clients have been with me five
[11:49 -> 11:50] years or longer.
[11:50 -> 11:54] 70% of my clients have been with me four years or longer.
[11:54 -> 11:59] Those clients that are with you are a long time are not high maintenance typically.
[11:59 -> 12:03] And if they are, then you just like to take a beating and you probably should have gotten
[12:03 -> 12:05] rid of them a long time ago.
[12:05 -> 12:10] The majority of my clients, some of them I don't talk to for over a year.
[12:10 -> 12:14] I just get those emails and they send those emails out and they know that, hey, if I need
[12:14 -> 12:18] to talk to Mike, he's there because he responds to me.
[12:18 -> 12:23] I also tell my clients, listen, if you have an immediate need, send me an email, give me
[12:23 -> 12:24] a call.
[12:24 -> 12:26] I'll take care of it right away.
[12:26 -> 12:31] If we're going to call and talk about your campaign, schedule on that or, you know, schedule
[12:31 -> 12:35] with the link or let me know, just give me 24 hours notice.
[12:35 -> 12:40] And the 24 hour notice is because I tell them flat out when I'm working on another campaign,
[12:40 -> 12:43] I'm not working on yours and vice versa.
[12:43 -> 12:47] So when I'm building your campaign, I'm all in on your campaign.
[12:47 -> 12:49] I'm not working on someone else's.
[12:49 -> 12:54] So it's great to set up a time and we can go through that and then I'm all yours.
[12:54 -> 12:57] You have my 100% undivided attention.
[12:57 -> 13:03] It makes them feel needed or it makes them feel that you understand them, that you're
[13:03 -> 13:05] listening to them, right?
[13:05 -> 13:10] These are just little things that you can do to help keep that client relationship going.
[13:10 -> 13:15] The longer the client relationship is going, the easier the clients tend to get.
[13:15 -> 13:21] And not only that, but in the past module when we talk about the lifetime value of a client,
[13:21 -> 13:26] those clients that have been with me for four and five years, that is easy money.
[13:26 -> 13:31] They get a great return and I have a long term client that pays me for years.
[13:31 -> 13:32] Okay?
[13:32 -> 13:33] Hope that helps.
[13:33 -> 13:34] We'll see you in the next video.

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--- FULL TRANSCRIPT ---
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Okay, so this lesson I happen to really love. It's what I call the client relationship factor. And it talks about how to kind of manage a client and what clients are looking for. So it just kind of gives you an insight to that relationship before you ever have those relationships so you know what kind of what different things to look for. So when you're talking to a client initially, what kind of agency is the client looking for? They will typically draw on past experience and they will tell you exactly what they're looking for. So some examples might be, I'll have clients or potential clients call me up and say, you know, I've worked with an agency in the past, but they were very unresponsive. So I would send them an email asking them a question and it would take three days to get a response. Or they might work for at the agency and they need to have changes made, but it would just take too long. Other types of experiences are, you know, they would say, you know what, I can never get a hold of them on the phone. I just wanted to talk, have them talk me through my account and explain to me what's going on. Another popular one is, you know what, all I get is a report every single month saying, yeah, I got, you know, 12 phone calls this month. I didn't get 12 phone calls. I don't remember 12 phone calls. I never saw those come through. So sometimes customers or your clients don't understand exactly what's happening. They need it explained to them and they're drawing or they're going to tell you really what their problem is with past agencies. So if you make notes of that, you can keep coming back to that and be like, you know what, this client just needs to have a monthly phone call and they are happy because I promise you this. More of these things that you do in this actual lesson, the longer you're going to have your clients and the longer you have your clients, those, they are typically easier and easier and easier as you go. My easiest clients are ones that literally have been with me for seven and eight years. So sometimes clients want to talk and sometimes clients don't want to talk. What I mean by that is you'll have clients that really just want to touch base with you every so often. They will want to hop on the phone. They will want to look at their account. You can do a screen share through a zoom call or you can just talk them through a report and don't worry about any of the reporting because we'll have all that set up for you. We'll show you how to do that later in the training. So sometimes they just want to be heard. They want you to answer their questions. They just, you know, they're very involved in their business. It's not a bad thing, right? That's actually a great thing and you should encourage that. When I talk to my clients, I set expectations up front. I'll talk to you again about this during the onboarding process. But I say, listen, the best clients that and the clients that are most successful with this are those that understand that communication is everything. So as your agency, we see these different things going on by the numbers. So I might see that, hey, you're getting a lot of phone calls. You're getting a lot of web form leads. And I think everything is great. And then I talk to you, you know, a month or two later and you're like, you know, everything's not great. We're getting clients from the other side of town and we don't want to drive that far. Those are important conversations to have because that's an easy fix. And don't worry about fixing it. We'll talk about that in optimization. But when you have that kind of communication with a client, it actually opens up all sorts of places. So you'll have a client that is ready to walk and you know it. They're unhappy. They're getting the leads that they thought or it's the campaign has kind of turned south on you and they are just, they're ready to walk. You know what? You can feel it. But if you have that conversation with a client, you can say, you know what, I can make, I can fix that and I can fix it now. And they're like, really? Yes, that's, you know, that's why these conversations are great. When I mean when they don't want to talk, I've had clients where I've tried to get a hold of them every single month for months on end. And when I finally do get a hold of them, I'm like, Bob, you know, I've been trying to get in touch with you. It's like, Mike, I'm too busy. All you need to know is that if you don't hear from me, that's a good thing. And I, you know, I kind of laugh because that's right. That's the ideal client. Well, you never have to talk to and just pays you monthly, month in and month out to get them leads. The problem with that, I was like, Bob, but what you don't understand is I can make this campaign work better for you. You get more business, you're happier. I get more business for you. I'm happier. It works out, right? You've referred me to two people, Bob. If I keep you happy, you're going to keep referring me people. So I encourage my clients to talk to me about what's going on. The worst thing is is that when they don't talk to you and then all of a sudden they call you up and say, this isn't working and you're just totally taken aback. You're like, what are you talking about? They're like, I'm not getting any leads anymore. The leads we're getting are crap. So there's a number of ways around that, but we'll talk about that now and a little bit later. But really, a lot of the time clients just want to be heard. They want to know that you're paying attention to them. And I don't mean that in a negative way, but they're paying you a lot of money. They're paying a lot of money to get business. They just want to know that they're being heard and that somebody is handling their concerns. So one of the most important things I've learned in eight years of running this agency is automation can keep clients very happy. And you're probably like, well, how does that work? It helps with because what I do is we set up an automatic email and the automatic email goes out once a month to our clients. And it says, hey, Jim, it's that time. You know, we'd love to review your campaign with you. If you'd like, click on this link, go to our calendar and schedule a call. Simple, right? More than 75% of our clients will never schedule that call. They're happy with their service. They don't want to take the time out and they just know that that option is there. Okay. The 25% are getting their questions answered. And we keep the call short. Sometimes they're like five or 10 minutes. Sometimes they might go a little bit longer, maybe 20 minutes, but that's what they're paying you for, right? And it also helps because you're keeping that constant communication going. You're finding out what's going on your client's end with their leads. Are they happy with them? Are they happy with the quality? If not, typically there's an easy fix for it. Sometimes it's a little bit more work, but that's your job as an agency. But the most beautiful thing about it is you're going to have those clients that will call you up and say, just out of the blue and be like, you know what? This isn't working. My ads suck. And you're going to be like, well, I'm sorry, Joe, but we've been trying to get in touch with you to talk to you about that because there are things that we can do to fix that. And he's like, what? And we're, we just tell them every month you get an email, you know, you get that email that goes out that says, Hey, schedule with us here. He's like, I don't have time. And I understand that, but we can't keep calling people and just begging them, you know, to schedule because they don't have time. So we put that out there to make sure that we keep in constant communication with our clients. They know they have a channel to speak to us through and they can, you know, speak to us directly doing that and address their concerns because what you're talking about can be fixed quite easily. And he's like, really? Yeah, that's why we want to, you know, keep this communication open because this doesn't have to go months where your lead quality is going down or you're just not getting any leads or the leads that you like because we can make adjustments and that will keep your lead quality going up. That'll keep your leads going up. And obviously you're happy and we're happy. So you've automatically diffused a situation because they've reached out to you. They're pissed that something is not working and you're like, listen, you kind of turn it back on them. You know what? We've been trying to, you know, keep that communication open. Now another good thing about sending the link out to schedule on the calendar is because if a client is unhappy and they call you up and they do, you know, you answer the phone and they're like, Mike, this isn't working. I'm not happy. We can't keep throwing money into this campaign. And I'm like, you know what, Bob? I totally hear you. I completely understand. We have sent those emails out for you to schedule with us so that we can, you know, get that feedback from you and I really want to get that feedback from you. But I'm just walking into a meeting. I'm going to send you this email with my link. Do me a favor. Hit that. Let's get on the phone. Let's make this fix so that you can start getting your leads back up again right away. And what I've done is he's angry. I've just deflected that. I told him, listen, we've already tried to reach out to you. It's not really our problem if you are not going to schedule a call. And he's just like, I just want to talk to you right now. Well, you can't. I'm not going to talk to you just to be your punching bag, right? Somebody you're mad about something. It might not even be about your ads. That's the thing you need to understand. Sometimes maybe he just had an employee who quit and just left him high and dry and they're just needing somebody else to yell at. So what I will do is say, here's my link. Do me a favor schedule. Let's get this fixed. I'd say at least half the time, they never even schedule. They're just looking to yell at somebody and you happen to be the next call. The other half the time, they schedule, you get on there and you fix the problem. Typically clients, because it is kind of a bigger process, they don't want to set it up all the time with different companies and pay big set-up fees, they're going to give you an opportunity to make it right. That's how that automation can really help with those different things and help with client objections and kind of diffuse the situation. It's not really automation as far as I might have picked up the phone when Bob called, but I can send him an email. He can go schedule and that's all automated. I just hit a button to send him an email. He goes schedules at the time or he doesn't. It helps because I'm telling him he's heard. I'm giving him a solution. Let's figure out a time, but I don't want to sit here and have you yell at me. So it doesn't happen often, but if it does, you can kind of turn it back on them again a little bit. Now, if clients call you and if you don't respond, meaning you put kind of a brick wall up between you and your clients and just hope that the problems go away, you'll have to chase clients all the time. All you will be doing is replacing clients that you've lost and you might get three or four or five, six clients this month, but you're replacing the four, five, six or seven that you lost last month and you'll never get anywhere. So that's why I say these automation tactics work really well because if you listen to your clients and you respond to them and you make sure that you're available, your clients are going to be there for a lot longer. When I talk about this, you know, if you're proactive, business is good. We have some clients that have literally been with us seven and eight years. I say it a lot because I want you to understand 50% of my clients have been with me five years or longer. 70% of my clients have been with me four years or longer. Those clients that are with you are a long time are not high maintenance typically. And if they are, then you just like to take a beating and you probably should have gotten rid of them a long time ago. The majority of my clients, some of them I don't talk to for over a year. I just get those emails and they send those emails out and they know that, hey, if I need to talk to Mike, he's there because he responds to me. I also tell my clients, listen, if you have an immediate need, send me an email, give me a call. I'll take care of it right away. If we're going to call and talk about your campaign, schedule on that or, you know, schedule with the link or let me know, just give me 24 hours notice. And the 24 hour notice is because I tell them flat out when I'm working on another campaign, I'm not working on yours and vice versa. So when I'm building your campaign, I'm all in on your campaign. I'm not working on someone else's. So it's great to set up a time and we can go through that and then I'm all yours. You have my 100% undivided attention. It makes them feel needed or it makes them feel that you understand them, that you're listening to them, right? These are just little things that you can do to help keep that client relationship going. The longer the client relationship is going, the easier the clients tend to get. And not only that, but in the past module when we talk about the lifetime value of a client, those clients that have been with me for four and five years, that is easy money. They get a great return and I have a long term client that pays me for years. Okay? Hope that helps. We'll see you in the next video.

