Just realized most agencies screw up onboarding by overcomplicating it

I was looking back at our numbers last night from when we started 3 years ago here in Austin. We had a 40% drop off in the first 30 days for new clients. Turns out we were dumping too much info on them in the first week. Spreadsheets, login details, project roadmaps, brand guidelines. They would just get overwhelmed and go quiet on us. So I simplified it to just the first 3 things they need to know and a single phone call. That one change bumped retention up to 85% within 2 months. Anyone else see clients ghost when you hand them a big packet of info upfront?

2 comments

2 Comments

wyatt_fox6816d ago

Wait hold up. 40% drop off in the first 30 days? That's insane. I'm sitting here trying to wrap my head around that number. Half your new clients basically disappeared before they even got started. That had to be brutal for your cash flow and your team's morale. I've never seen numbers that high from any agency I've worked with. It makes total sense now that you say you were dumping everything on them at once. People don't need the whole playbook on day one, they just need to know what to do next. Your fix sounds so simple it almost makes me mad I didn't think of it myself. 85% retention from just cutting the info and one phone call is wild.

riley5816d ago

Yeah that whole "dump everything at once" thing really is the killer. @wyatt_fox68 I bet most agencies don't even realize they're doing it until they see the numbers. It's like you're handing them a textbook when they just need a map. That 85% swing is no joke, shows how little changes can make a huge difference.