A client in Tampa ditched our 12 month plan after 5 weeks, and the reason should scare every agency owner | Agency Management

Felix Fox · 2026-09-15T05:30:05.33835+00:00

Back in February we signed a guy named Dale, ran a plumbing company down near Tampa. 12 month deal, $2,200 a month. Nothing huge but steady. He walked after 5 weeks. Paid the kill fee, no fight, just gone. I called him because I had to know. He said our reports were clean and the work was fine. His words were 'you kept telling me about the work, but nobody ever told me what it was doing for my phone.' That one hit me. We were sending him keyword charts and task logs. He wanted to know if his phone rang more. We never once put that in front of him. So now every Friday one of us calls him and asks what he needs. That is it. Just a call. It took maybe 20 minutes a week and it saved the account the next month. The scary part is how many shops out there are losing clients who never complain. They just leave quiet. Any of you run a weekly call like this? Trying to figure out if it works when you get past 20 clients or if it falls apart.

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A client in Tampa ditched our 12 month plan after 5 weeks, and the reason should scare every agency owner | Agency Management - The Design Community Hub