Communication is a crucial part of the journey. Most agencies are fired because the client ends up following up on them all the time because the mfs can even send a report every week.
They don’t even reply to messages.
Don’t be like them.
These are the keys I’ve found to have a clear communication process that keeps your clients happy and in the loop.
I do mainly three things:
- I set up a weekly reporting meeting
- I update them on every small win (booked call, the performance of the campaigns, etc.)
- I send loom videos to explain the processes we use and why are we using X software or X method.
If you don’t walk your client through your process they’ll feel like they are blindfolded. If you don’t share reports or communicate the small achievements they will never know if you’re working or not.
Also, forcing yourself to send reports/communicate results helps you with doing whatever is necessary to get results.
The nº1 reason why agencies don’t share reports or don’t talk about results is that they suck, they aren’t proactive and they don’t have anything new to show to the client.
So instead of reporting, they rather prefer to ghost them. But if you force yourself to be communicative, if a week is going slow you’ll find a way to get something for your client.
Because you know you need to have something to report to them.
You need to consider yourself part of their team. Teams talk to each other, and share loses and wins. You need to do the same.
Your client will start seeing you as a part of their team instead of an external service they’ve hired. Which reduces a lot of friction.
So, how do I report my clients? Simple. I use a spreadsheet for it. It’s a super simple one but it’s helpful. The company core team takes this data and they copy to the company's main CRM.
You can use it yourself. Here it is:
Make sure you go to “File” → “Make a Copy”
And here’s a video explaining how to use it:
As you can see the report is weekly and monthly. At the end of every month, I’d also add some notes about how the campaign went. Positive & Negative things. 100% transparency.
Remember, you’re not a FB ads agency where you run ads, the client gets sales and you can talk to them once a month.
If you’re running a lead gen agency you need to discuss the prospect's quality, calls quality, how is the niche working, how’s the conversion rate, etc.