Call Link: https://us06web.zoom.us/j/9467313669?pwd=am4vSUxtazJ2Snk4eXJySEdvUnFQdz09

@Glen Hutsell so many ways to spot trouble before renewal time. - Building a *real* relationship with your clients. Make your clients want to be your friend and open up. This is just one reason you want someone who is very extroverted and intuitive to be in the CS seat. Aside from just understanding the surface level stuff about your clients, you should know exactly why they want to grow - not from a financial or professional perspective (eg. I want to hit XYZ revenue target), but from a personal / lifestyle perspective (eg. I want to be able to retire early or send my kid to whatever school they want or get a nicer car or go on more vacations). When you have a genuine relationship and deeply understand your clients and why they make decisions, they are way more likely to voice up when they're feeling neglected or like they're unsure what they're paying for. - Sending (OR having your CSM fill out, on a call) a quick survey about their experience once a month. Going back to the first point though ^^ if you don't have a strong enough relationship, your clients won't fill it out or tell you the honest truth. - Establish a smooth, regular cadence to check in with your clients. Find the balance between having enough touch-points to build a relationship and not having so many touch-points that they feel like your time isn't being spent well or they begin to look at marketing performance too quickly. In most industries, the sweet spot is biweekly, but sometimes weekly can make sense in the beginning and then weaning down to biweekly or even monthly depending on the industry and offer. - Make it a standard to learn & monitor their communication. If they are super communicative in the beginning and then your team does their weekly or 2x a week account reviews and sees that they haven't reached out, sent any updates, or attended a call in X days -> mark that account as at risk and have a process for re-engaging them. - Analyze what you're doing on your calls and messages and ask yourself if there's any real meat to what's being discussed. No business owner wants to jump on calls just to hear an update and talk about the same stuff - they have more important things to do. They want to learn something new, feel heard or seen, or believe a problem is being solved. - Listen to what they're telling you. Don't treat any word or message from your client lightly. If they sent a message asking for an update -> they aren't just curious, they are likely feeling uneasy and uncertain -> which should be met with re-assurance and leadership. It's also pre-addressable if you have a clear client journey mapped out because you'll already have mentioned that they may at some point feel this way -> and you can point them back to what you told them to do when it does happen. Also if they aren't telling you that they appreciate you or the call/conversation before you leave the call, there's likely room for improvement. If they're feeling it, they'll tell you. If they tell you nothing, assume they aren't and clarify. Best case they tell you they're happy and good to go. Worst case they tell you something else and you can address it.

Hahaha love to hear it, thanks Tameem! See you in 2 weeks 💪🏽

@Tameem Alassar yup, it was uploaded to the course! 👌

@Cameron Farris

@Anthony Hamilton

@Cameron Farris got u - see you in 5

Looks like you made it, time to work 💪🏽🚀 hop on my calls if you want some 1:1 help