Ben McLellan is the founder of Ethical Scaling, a consulting company focused on helping businesses scale faster and more sustainably by retaining their clients longer. Ben got his start running a six-figure personal training company.

At the time, Ben had a dozen clients that had been with him for over a decade and this would be the exact retention experience he needed when he started his own online agency. He would also go on to work with Traffic and Funnels as a client success director that moved over 1,000 customers through their process.

Ben never claimed to be an expert at getting customers in the door, but he was one of the best when it came to keeping them from walking out.

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Topics discussed in the episode:

Training Clients to Make Your Process Work For Them
The Relationship Between Higher Retention Rates and Business Growth
Choosing Which Clients to Serve Long-Term Based on Initial Results
How Long Should Your Client Agreements Be
The Disconnect Between What Agencies Think is Valuable vs. What Clients Care About
Relationship vs. Results: What Matters Most For Client Retention
Three Reasons Agencies Lose Clients
Different Client Archetypes and How to Adapt to Them
How to Overcome Dopamine Dumps/Hedonic Adaptation in Clients to Prevent Churn
Slowing Down and Understanding What Your Client Cares About
Training Team Members to Handle Different Types of Clients
How to Re-Assess Client Expectations Regularly
Selling Clients What They Want Then Giving Them What They Need
Relationship Building w/Slides, Humor, and A-Typical Conversations
What's a Healthy Client Churn Rate For Agencies

Resources mentioned in this episode:

Querfront

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