How I Onboard My Clients (And Keep Them From Canceling)
Summary
This video outlines a comprehensive client onboarding and service delivery process for marketing agencies, focusing on automation to prevent burnout and ensure consistent results. It covers setting up HighLevel sub-accounts, A2P brand verification, integrating Google Business Profiles, importing client data, and automating communication campaigns for reviews and reactivations. The guide also emphasizes strategies for client retention through continuous value demonstration, proactive problem-solving, and optimized service delivery, ultimately aiming for sustainable recurring revenue.
Key Insights
Submit brand verification through Persona using the client's authorized representative.
Utilize the Persona platform to send a verification link to the authorized representative. They must upload their ID and complete a facial verification. Once successful, the brand verification status will update, allowing for campaign verification later.
Automate client data import using Zapier for ongoing synchronization.
To avoid daily manual uploads, use Zapier to connect the client's booking system to HighLevel. Set up a 'zap' that automatically transfers new appointment or client data to HighLevel, enabling automated follow-up campaigns.
Demonstrate immediate business revenue generation through reactivation campaigns.
By running reactivation campaigns promptly after setup, you can quickly show clients tangible results, such as increased revenue within the first week, solidifying the value of your services.
Proactively provide added value to clients, especially if they face business challenges.
Monitor client performance and proactively offer additional services or optimizations (e.g., optimizing website, improving Google Business Profile, managing reviews) at no extra cost, particularly if their business is underperforming due to internal factors.
Slow down the drip rate of marketing benefits to extend positive results over time.
To ensure sustained client satisfaction and prevent premature burnout of marketing effects, adjust workflow settings to moderate the pace of communications (e.g., reduce daily texts from 50 to 20).
Provide consistent, demonstrable value to make the service a 'no-brainer' for clients.
The core principle of client retention is consistently delivering value that exceeds the client's monthly fee. If a client perceives they are receiving more value than they pay for, they are unlikely to consider canceling.
Sections
Initial Client Setup and A2P Verification
Create a HighLevel sub-account for the client without granting immediate access.
Upon securing a client, the first step is to create a dedicated sub-account within HighLevel for them. This account will be used for all service delivery tasks. Access will be granted only after the entire setup and service integration are complete to ensure a polished presentation.
Import the agency's pre-configured snapshot into the new sub-account.
Before proceeding, import the relevant snapshot (a pre-set configuration of workflows, funnels, etc.) into the client's sub-account. This ensures a consistent and efficient setup process, leveraging previously established best practices.
Initiate A2P brand verification in the Trust Center for compliance.
Navigate to Settings > Phone System > Trust Center to begin the brand verification process. This is crucial for compliance with A2P (Application-to-Person) messaging regulations in the US and Canada, preventing spam and ensuring opt-in compliance.
Brand verification requires business details and authorized representative ID verification.
To complete brand verification, gather essential business information (type, industry, tax ID) and identify an authorized representative. This individual will need to verify their identity and face via a secure link sent to them, a critical step for faster approvals.
Submit brand verification through Persona using the client's authorized representative.
Utilize the Persona platform to send a verification link to the authorized representative. They must upload their ID and complete a facial verification. Once successful, the brand verification status will update, allowing for campaign verification later.
Understand A2P compliance prevents spam and ensures opt-in for texting.
A2P verification is a regulatory requirement in the US and Canada designed to combat spam. It mandates that businesses ensure recipients have properly opted-in before sending text messages, maintaining a compliant and ethical communication channel.
Google Business Profile and Client Data Integration
Client should integrate their Google Business Profile (GBP) via their own account.
Instruct the client to integrate their Google Business Profile through their own Google account within HighLevel's integration settings. This prevents account merging issues and ensures correct business profile selection, managed by the actual owner/manager.
Integrate Facebook and Instagram for unified messaging in the client's account.
Clients can optionally integrate their Facebook and Instagram accounts to consolidate all direct messages and communications into a single, unified hub within HighLevel, alongside SMS and calls.
Place the client's Google review link within their marketing trigger links.
Access the client's Marketing tab and Trigger Links settings. Paste their specific Google review link on the provided field. This ensures that any use of this trigger link in workflows will direct users to leave a review for the correct business.
Manually import the client's existing customer list into HighLevel contacts.
For the initial setup, manually export the client's existing customer list from their current booking system. Then, import this list into HighLevel by navigating to Contacts > Import Contacts, mapping the fields correctly.
Automate client data import using Zapier for ongoing synchronization.
To avoid daily manual uploads, use Zapier to connect the client's booking system to HighLevel. Set up a 'zap' that automatically transfers new appointment or client data to HighLevel, enabling automated follow-up campaigns.
Alternatively, hire a Virtual Assistant (VA) to manage client data import.
If Zapier integration is not feasible, consider hiring a trusted VA to handle the recurring task of exporting client data and importing it into HighLevel, either daily or weekly, ensuring a consistent flow of contacts.
Automated Communication Campaigns & Phone Numbers
Create initial marketing campaigns for reviews or client reactivation post-A2P approval.
Once A2P verification is complete, set up your first campaign. This can be a request for Google reviews or a reactivation campaign using promo offers to incentivize past clients to return, driving immediate business value.
Assign a new phone number similar to the client's existing number.
Purchase a new phone number within HighLevel, ideally one that closely resembles the client's current business number. This number should be configured to forward calls and messages to the existing business line.
Update all business listings to reflect the new, unified phone number.
Ensure that the new phone number is updated across all relevant platforms and listings, including the Google Business Profile. This consolidates communication tracking within HighLevel and Lead Connector app without disrupting existing customer calls.
Provide clients and staff with the Lead Connector app link for unified communication.
Share the download link for the Lead Connector app (available on App Store and Google Play) with the client and their staff. This allows them to manage all communications—SMS, DMs, calls—from a single mobile application.
Run proposed text message automations by the client for approval before activation.
Before launching any automated text campaigns, present the exact wording to the client for their review and approval. This transparency builds trust and ensures alignment with their brand voice and marketing goals, though deviations can impact results.
Optimize review campaigns by asking twice for reviews if the client agrees.
For Google review campaigns, consider implementing a follow-up text if the initial request is not acted upon. This increases the likelihood of receiving more reviews, but should be confirmed with the client, respecting their preference for single or double asks.
Implement reactivation campaigns with client-approved promo offers.
Create reactivation campaigns offering a specific discount or promotion (e.g., 10% off for 5 days) agreed upon with the client. Test the workflow on your own number to ensure accuracy and effectiveness before deploying to the client's list.
Demonstrate immediate business revenue generation through reactivation campaigns.
By running reactivation campaigns promptly after setup, you can quickly show clients tangible results, such as increased revenue within the first week, solidifying the value of your services.
Client Value Demonstration and Retention Strategies
Record screen captures of the client's online presence for periodic progress reports.
Regularly capture screen recordings of the client's Google Business Profile, showing metrics like ranking, reviews, and photos. This visual evidence is invaluable for demonstrating month-over-month improvements and ROI.
Use performance data and visuals for client updates and external marketing.
Compile progress updates using the recorded data and visuals to show clients their growth (e.g., improved Google ranking, increased reviews). This content can also be repurposed for your own social media and case studies.
Proactively provide added value to clients, especially if they face business challenges.
Monitor client performance and proactively offer additional services or optimizations (e.g., optimizing website, improving Google Business Profile, managing reviews) at no extra cost, particularly if their business is underperforming due to internal factors.
Optimize Google Business Profile by adding services and descriptions, potentially using AI.
Enhance the client's Google Business Profile by identifying and adding missing services, detailed descriptions, and optimized content. AI tools can assist in generating relevant descriptions and service lists.
Enhance social media profiles by posting relevant business images and videos.
Utilize images and videos from the client's social media (Facebook, Instagram) to create more visually appealing and informative posts on their Google Business Profile, improving its overall presentation.
Address negative Google reviews by attempting to resolve or remove them.
Actively manage client reputation by addressing any negative Google reviews. Investigate the possibility of resolution or removal to improve the client's overall review score and online perception.
Slow down the drip rate of marketing benefits to extend positive results over time.
To ensure sustained client satisfaction and prevent premature burnout of marketing effects, adjust workflow settings to moderate the pace of communications (e.g., reduce daily texts from 50 to 20).
Provide consistent, demonstrable value to make the service a 'no-brainer' for clients.
The core principle of client retention is consistently delivering value that exceeds the client's monthly fee. If a client perceives they are receiving more value than they pay for, they are unlikely to consider canceling.
Regularly monitor and optimize ongoing campaigns for maximum effectiveness.
Dedicate time each month (approx. 1 hour) to review campaign performance, make necessary tweaks to workflows, and ensure all automations are functioning optimally. This proactive approach maximizes client results and satisfaction.
Scaling and Long-Term Strategy
Scale operations by hiring VAs to manage client services and reduce personal workload.
As the agency grows, hire Virtual Assistants (VAs) at competitive rates to handle the operational tasks involved in client onboarding and service delivery, freeing up the agency owner to focus on client acquisition and strategy.
Secure clients through consistent outreach and demonstrating tangible value.
The process involves acquiring the first client, delivering results quickly, demonstrating ongoing value monthly through automation, and implementing strategies that reduce client churn, creating a repeatable model for growth.
Leverage the HighLevel affiliate program for mutual benefits and support.
Sign up for HighLevel using the provided affiliate link to receive benefits such as custom workflows, Discord group access, and team calls, while also supporting the channel creator.
Sustained effort and internal motivation are key to overcoming challenges.
While the steps may seem straightforward, execution requires significant personal drive and proactive effort. The motivation to succeed must come from within, translating into consistent outreach and action.
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