How this agency reduced their client churn

Aaron Brewer

2d • General 🌎

I want to tell you about an agency that was bleeding clients.

They were doing good work.

Their results were solid.

But they were losing clients left and right.

33% monthly churn (some of you might have numbers higher than that).

That means they were losing a third of their client base every single month.

Do the math on that.

If they had 100 clients, they'd have 67 next month.

45 the month after.

30 the month after that.

They were on a death spiral.

And they knew it.

So they decided to do something about it.

Here's exactly what they did.

Step 1: They Defined Churn

First, they actually calculated their churn rate.

Sounds obvious, right?

But most agencies don't do this.

They just know "we're losing clients" without knowing how many.

This agency pulled their client list from the start of the month.

Counted how many they had at the end.

Did the math.

33%.

That number hit them hard.

BUT it also gave them clarity.

They knew exactly what they were dealing with... now they could take action.

Step 2: They Started Tracking Churn

Now they needed to understand why clients were leaving.

So they created a simple tracking system.

Every time a client left, they logged it.

Client name. Reason for leaving. When they left.

They started seeing patterns.

Some clients were leaving because results weren't there.

Some were leaving because they felt neglected.

Some were leaving because they didn't understand what was happening.

But the data was clear.

Most clients were leaving because they didn't have visibility into their results.

Step 3: They Started Checking Client Results Every Week (Internally)

This was the game-changer.

Every Friday, they pulled data from all their platforms.

Facebook ad data. GHL pipeline data. Everything.

They looked at the metrics that actually mattered to their clients:

Cost per lead (CPL)
Qualified lead percentage
Cash collected
Show-up rate
Conversion rate

They weren't creating fancy reports for clients yet.

They were just getting visibility into what was actually happening.

They could see which clients were performing well.

Which ones were slipping.

Which ones needed immediate attention.

This internal review took time

But it changed everything.

Because now they could see the full picture.

And more importantly, they could prioritize.

They knew exactly which clients to focus on and which ones were thriving.

Step 4: They Assigned Each Client to a Group

They created three groups based on performance.

Green clients: On track, hitting targets, no issues.

Yellow clients: Slightly below target, need attention.

Red clients: Significantly below target, at risk of leaving.

Every week, they reviewed which clients were in which group.

And they took action accordingly.

Green clients? Keep doing what you're doing.

Yellow clients? Reach out proactively. Show them the plan to get back on track.

Red clients? Emergency intervention. Figure out what's wrong and fix it.

Here's what happened.

In 60 days, their churn went from 33% to sub 10%.

That's not a small improvement.

That's a complete transformation.

And it wasn't because they changed their service.

It was because they changed their visibility.

They made churn visible.

And once it was visible, they could control it.

Churn isn't random.

It's predictable.

And it's preventable.

But only if you can see it coming.

This agency went from bleeding clients to keeping them.

Not because they got better at their service.

But because they got better at communicating what they were doing.

That's the power of visibility.

P.S.If you're just starting out and have fewer than 20 clients, don't stress too much about this yet. Churn becomes a real constraint once you're managing 20+ clients consistently. Until then, focus on getting to that point. Once you hit it, this becomes critical.

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