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In today's guide:

• 🤝 The retention system

• 📤 The onboarding blueprint

• 😃 Client satisfaction roadmap

  
  Read time: 8 minutes

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Hey there,

Today’s topic is; The Retention System

Remember all the way back in guide #3 when I told you that you can implement a strategy to get clients for your one-person without posting on social media?

This email (and guide 7) will explain how!

A powerful Retention System is the MOST important and under-appreciated part of your business.

When you do it right, everything else becomes 100x easier.

Crafting a Retention System is all about one thing:

Selling more to your current customers.

Because when you sell to your existing customers:

• You don’t have to find new clients

• You don’t have to make any more sales calls

• You don’t have to post on social media

By the end of this guide, you’ll learn:

• What’s LifeTime Value (LTV) and why it’s one of the most important metrics in your business

• A 5-step Client Onboarding Blueprint to help you boost your LTV

• 3 systems to build long-term happiness with your best clients

Have you notes open?

Let’s dive in.

1. What’s LTV (and why it matters)

Before we talk about the more tactical stuff, it’s worth spending a minute to talk about LTV (or "Lifetime Value”).

LTV is the total amount of revenue a client brings to your business over the course of their lifetime.

Why does LTV matter?

Thinking in terms of LTV, requires you to think long-term.

Instead of seeing each project as a one-and-done transaction, you’re thinking of all the other projects you could potentially work on with each client.

Because here’s the thing:

Retaining happy clients is much easier and cheaper than finding new ones.

And that’s the secret behind building a powerful Retention System.

The math is simple:

More clients = More work (marketing, overhead, onboarding, fulfillment, etc.)

Less clients = Less work (fulfillment)

2. Client Onboarding Blueprint

The first 48 hours are everything.

Studies have shown that customers decide in the first 48 hours whether they made a good decision to hire you.

(That’s usually BEFORE you do any work!)

First impressions really do count.

That’s why you NEED a powerful client Onboarding System.

When you follow my Onboarding Blueprint, you will:

• Increase client satisfaction

• Increase client retention

• Increase referrals

• Provide better communication

According to research, you can increase LTV by a WHOPPING 82% with a personal touch during your client Onboarding Process (such as a call, welcome gift, or handwritten note).

Onboarding sets the tone for the rest of your relationship with the client.

Which is why I’ve spent years perfecting my Client Onboarding System, which I’m giving to you for free:

1. Personalized Touch: As I mentioned earlier, adding a personal touch to your onboarding can be a game-changer. It shows your client how much you appreciate them and their business, and it reinforces their decision to work with you. What you give them is up to you - a handwritten note, a gift, a Loom video, whatsapp group message. Get creative. But make sure to act within the first 48 hours.
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2. Set Expectations: Setting expectations from the beginning of the project is key to keeping clients happy. Now is the time to tell them your full process, in detail. That way, they always know what’s going to happen (and when).
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3. Next Steps: As soon as you close the deal, provide your client with your (and their) next steps. Be as clear and specific as you can. There’s nothing worse than cutting a big check and then hearing nothing for a few days.
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4. Client Portal: Give your client access to a client portal. I built mine in Podia, HighLevel and Beehiiv. In the portal, clients can keep track of all the project’s documents, deliverables, and progress etc.
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5. Onboarding Checklist: Inside their portal, your client should also find an onboarding checklist with all of the action items they need to complete before you can start working on the project.

If you follow my Onboarding System, your clients are going to get a world-class onboarding experience, every time.

3. Client Happiness

Finally, let's talk about client happiness.

What’s easier than finding new clients?

Working with the same happy clients, forever.

The good news?

It’s not rocket science.

To make clients love you, just follow these 3 simple principles:

1. Build trust through consistency: Do the things you say you’re going to do. If you can’t, tell them exactly why as soon as possible and provide a plan to fix it. Customers have a million things to worry about. If you can be one piece of the puzzle that they don’t have to think about, you’re set.
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2. Have a process and tell them: Clients crave three things: clarity, consistency, and certainty. Don’t go days without checking-in or sharing a progress update. Your clients should know where to find you, when to find you, and how you can be reached at all times.
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3. Make yourself indispensable: The harder it is for a client to replace you, the better. Get in deep. When you play the long game, everyone wins.

And before I forget, the most important thing:

Give them the chance to keep working with you.

If you want to work with clients long-term, you have to ask.

Don’t wait for them to call you for more work.

Be proactive and have a process.

As soon as you finish a project, give your client an opportunity to continue working with you.

It could be a retainer, more work on the same project, or a brand new project that solves a new problem.

If you do these things, it positions you as a member of your client’s team and shows that you genuinely care about their business.

And that means you’ll have one less marketing worry.

Because working with the same happy clients is 10x easier than finding new ones.

Hope you’ve enjoyed today guide.

I want to congratulate you on making it this far in our email course!

In tomorrow’s final guide regarding your one-person business fundamentals, I’m going to share and break down my Referral System.

And by the end, you’ll have a proven process to attract new high-quality clients without spinning your wheels on marketing.

So, be on the lookout for that.

Also don’t worry if this was a lot,

I will do a recap and go over all step by step.

Lets grow together 🚀

PS - If you want to jump ahead, you can also click here to leverage my services to grow your business or work 1:1 with me booking a coaching call with me personally.

PPS - I would love to learn more about you and your business, so I can make sure this email course is insanely helpful and relevant to YOU. So, could you take 30 seconds to fill out this quick survey?