We lose clients for reasons we cannot control (life change, financial shock, etc). We make sure we never lose a client for a reason we can control (results, service, etc).
We'll tell you how we can improve with a results audit and ask you, in turn, to tell us how we can improve with a brief satisfaction survey. We then take the insights and act on them.
Results Audit
Question #1: Are you getting results?
- Do they get a helpful weekly call with an update or what to improve?
- Do they meet once a month with us for a strategy call to write scripts upfront?
- Do they meet once a month with us to shoot their videos well on Riverside?
- Do their video scripts follow the recommended 6-step YouTube structure?
- Is there a complementary YouTube Short for each long-form video?
- Are their videos great and are people watching them? (50%+ audience retention rate)?
- Is their database getting updated at least once a month? (net members positive)?
- Is their email-sending domain healthy per Google Postmaster?
- Is their email account fully authenticated?
- Have we suppressed anyone who hasn’t opened an email in 6 months?
- Have all their two videos a month been sent out with healthy click-through rates?
- Have all their monthly lead generation message gone out and generated leads?
- Did the client get those leads and click-throughs to call for appointments?
- Did all their social media get updated for every video to date?
- Is there a retargeting ad running to their warm audiences under $1 a click?
- Do we get a video postcard out every month to their top 150 contacts?
- Are their video emails optimized to the proper template?
- Is their video blog and YouTube Channel optimized?
- Is their messaging clear to the problem they solve and what they are selling?
Satisfaction Survey
Question #2: Are you happy with our service?
1. Service Consistency & Turnover - A high turnover of marketing reps is frustrating. Clients want consistency and better onboarding for new coaches.
2. Video & Content Quality - Videos often lack optimization, clear titles, and good editing. Clients want better content and SEO for more engagement.
3. Communication & Timeliness - Delays in content and scripts. Clients want content delivered on time and more consistent communication.
4. Marketing Results & ROI* - Getting enough leads or ROI. Clearer results are needed to show value.
5. Email Performance - Low email open rates (around 6%) are a concern. Clients want better strategies to boost engagement.
6. Content Relevance - Content feels repetitive and not tailored to clients’ specific markets. Fresh, unique content is desired.
7. Customer Service - Some clients are happy with their reps, while others feel the coaching is not personalized or their coach is not strong enough
8. Cost vs Value - Some feel the service is expensive for the value received, especially without clear results.
9. Overall Satisfaction - Clients are generally happy but want improvements in consistency, quality, communication, and results.
*How to Measure ROI - Please ask every new client "Can you tell me the story of how you came to your decision to hire me/us instead of our competitors?" You want to hear they watched your videos, saw you on social media, got your emails/postcards, etc.
