7 Client Retention Tips For Growing A Digital Agency

7 Client Retention Tips For Growing A Digital Agency

Picture of WordPress agency client retention tips.

Building an easy to follow client retention strategy is one thing most people think they understand but they screw it up completely most of the time.

Demonstrating value early on isn't so much of a challenge for many WordPress digital agencies. The first couple of months working with a client should show them how much value you bring to the table and measurable results, beautiful sites, and clear marketing KPIs.

However, later in the relationship, improving at a steady pace becomes, and wowing your client constantly is next to impossible, if you don't have a good strategy. Your clients might no longer be excited like when you first started.

Just like in a relationship, if you stop bringing flowers.

TL;DR

Building a client retention strategy is essential if you don't what to chase new clients every day. Once you truly understand that getting a new client is way more difficult than keeping one your business will experience real growth.

By solving this, you become more profitable and less stressed. Customer acquisition cost is a big part of the game and you need to find the perfect balance between that cost and customer lifetime value (CLV) vs your comfort levels.

So, how do you retain your clients and grow your WordPress Digital agency?

Check out these 7 client retention tips for WordPress agencies.

Understand their goals

If you don't fully know and understand the long-term goals of their business, delivering impressive results consistently becomes a challenge. You must do more than knowing the ins-and-outs of what they offer. What do they define as success? Learn that.

Communicate

Many agencies fail to recognize how important it is to establish an open line of communication with their prospects. The best way for you to manage the expectations of a client is to establish the project scope from the get-go. Then, stay in touch with them, deliver regular updates, and listen to them as they discuss what they consider to be important.

Connect personally

Take the connection to a personal level by knowing about the lives of your clients without coming off like an intruder. When you really get to know them on a personal note, talking to you and updating you about their business becomes something they look forward to.

How are they feeling?

Why wonder about how your clients feel about your services when you can just ask them? Taking their feelings into account gives you access to valuable feedback on your agency’s performance.

It also shows them that you are committed to providing them the very best. No matter how they feel, they will appreciate that you listened to them. The feedback also creates room for improvement.

Report regularly to prove your success and that you are there

Presenting cold, hard stats is a very effective way of showing your client that you have helped them progress. You are a profit center, not a vendor. Reporting helps you to own the numbers and take responsibility for the revenue and leads that you generate. Ensure your report is relevant and easy to digest.

Maintain your enthusiasm

This is a problem for many agencies. Proving your worth every month isn't that easy when working with long-term clients. Disputes might arise or you could simply become less enthusiastic about the work you do. But no matter what happens, giving your very best to your client should be the standard.

Onboard the right prospects

Be selective when choosing what clients to work with. This is a good way to take control of your churn rates. You want to avoid high-risk prospects altogether. That’s because it usually doesn’t pay off in the long run. Successful agencies recognize trends by reflecting on canceled deals. By identifying these issues, you can determine the attributes of high-risk clients.

Conclusion

Make it your goal to keep your clients happy and committed for a long time. This might seem daunting but doing so helps you maintain a successful WordPress agency.

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12 Examples of Big Brands – WordPress Website Examples

12 Examples of Big Brands – WordPress Website Examples

Examples of Big Brands using WordPress

We get this question often in your main Digital Marketing business: Are there any big brands using WordPress?

The short answer is YES, a lot, WordPress is powering 35% of the internet, that’s huge! Some of the biggest brands in the world are using WordPress sites, from Facebook to Time Magazine, the Whitehouse, and more. We have compiled a very interesting list for you below.

WordPress Website Examples

1. The White House website – The White House represents the official residence and the workplace of the president of the United States of America.

Websites created With WordPress

2. Time.com – Time magazine website. Time is a weekly news magazine, also a news website and it's published in New York.

Websites Designed With WordPress

3. Mercedes-Benz is a WordPress created website. Mercedes-Benz is the most known German automobile brand, with a long and beautiful luxury vehicle history.

Wordpress Created Websites

4. Playstation website. Playstation is well known by the games console, a world leader and it's managed by Sony Interactive Entertainment. This is a powerful WordPress website example, a huge brand that has embraced the CMS platform, not just for their blog but for their main business website.

Wordpress Website Examples

5. Blog Etsy. The global marketplace Etsy is a guide and a shopping website for vintage and handmade items.

Websites Developed In WordPress

6. Go Daddy is located in the USA and is a publicly-traded internet domain registrar and a web hosting company. One of the best websites for purchasing domains.

Websites Created Using WordPress

7. Home Depot – the largest home improvement retailer supplying tools, products for construction, and different services. Its a beautiful WordPress website example, that proves once again that even business one of the most visited websites in the home/tools/diy site can be built around this popular CMS.

Website That Use WordPress

8. Glass Door is the website that offers employees the chance to review companies, to view and submit salaries anonymously and to apply for jobs.

Which Websites Use WordPress

9. Rolling Stones, the celebre English rock band started in London in 1962 and today it has with so many fans worldwide.

Famous WordPress Websites

10. Bloomberg – privately held financial, data, software, and media company headquartered in New York.

Companies That Use WordPress

11. Sony is a Japanese multinational corporation with a diversified business: electronics, gaming, entertainment and financial services.

Big Companies Using WordPress

12. Disney – The Walt Disney Company is an American multinational with: theme parks, resorts, movies, tv programs, characters, games, videos, music, shopping and the story continues.

Brands Using WordPress Websites

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Invitation – WordPress Design Agencies & Freelancers

Invitation – WordPress Design Agencies & Freelancers

WP ELO

I run a digital agency; were design WordPress sites for clients. We have built over 1000 WordPress sites, most of them using the  Divi Theme.

I charge between €150 to €50.000 for a WordPress site.

Anyway, I have been doing this for a long time now; I first purchased “elegant themes” in 2011 

Most things have changed a lot in the last years, except for the actual website creation we wanted to build a solution that makes the whole experience a more streamlined, efficient process – for both sides.

Both for clients and us the (agencies & freelancers)

We would love to give our product for free, 12-month unlimited access to members to a few people in return for feedback. The product is not live yet; we are finishing the website content in the next few weeks. (website built with Divi and divi.express)

WPELO is a plugin meant for web agencies and freelancers, so if there is anyone interested, please join here and reply to the email you get.

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Edit: We spent a lot of time understanding the actual process of building a website for clients, and we have concluded that the old way of doing it is fundamentally flawed. Businesses, even though some don't realize it, depend a lot on the websites they have, and a great site pushes their business higher and faster.

Edit: The tool goes live internally with an actual client this Tuesday, we have taken a client in, with the main goal to have the first live run (hotel website) it will be built in Divi. Full disclaimer we will tell the client about the fact that we are testing the tool on them.

(please don't critique the home page content/design it's more of a place holder  we spent a year developing the plugin but we only started the website a few days ago)

WP ELO
Overdue Invoices

Overdue Invoices

Overdue Invoices? Here’s How to Politely Ask for Your Money [Templates Included]

As a web designer or freelancer, you work hard to provide your customers with the best services within the established timelines. You never skip a deadline; yet, some customers seem to forget to pay you on time.

Late payments are more than annoying. When you run a small business, proper cash flow is essential to make ends meet.

According to the U.S. Bank, 82% of small businesses fail due to poor cash flow, and according to Entrepreneur.com, it is estimated that small businesses across the U.S. have $825 billion in unpaid invoices.

Asking for late payment can be intimidating, but if you don’t want to make the statistics, you should learn how to deal with non-paying clients. Here are a few expert tips for managing your invoice system and deal with bad customers.

Discuss Costs and Payment Terms Upfront

Late payments can have various causes; sometimes, a client might have genuinely forgotten to pay. In other cases, clients refuse to pay if they think you billed them too much for the service provided.

It is crucial, therefore, to let your prospects know upfront how much you charge for your services and what are the payment terms.

At this stage, you can also disclose any late payment fees you might charge and legal proceedings they could face if you don’t receive your money on time.

Also, set up a clear payment policy. For instance:

  • 5 days late – you get a warning
  • 10 days late – you get a late payment fee
  • 20 days late – you lose service
  • 30 days late – legal action

 

Bill Upfront

Invoicing and managing your payments is perhaps the most intimidating part of freelance work. Should you ask for upfront payments? Bill after the work is done? When to send an invoice?

According to a web design agency co-owner, Mat O’Flynn, the only way to mitigate late payments is billing upfront.

Some customers may be wary of sending you money before receiving work, but you can always provide some reassurance by encouraging your prospects to read testimonials or reach out to previous customers.

Invoice Immediately After You’ve Handed In the Work

If you find it hard to quantify the value of a project upfront, Greg Waldorf, CEO of a popular invoicing app, recommends sending an invoice as soon as the job is completed.

According to him, this practice not only helps in preventing late payments. As a small business owner, you might be overwhelmed by tasks and may forget to send the invoice if you postpone it.

Chasing a late payment for an invoice you never sent can only hurt your reputation, so you should at all costs avoid it.

Don’t Shy Away

Admittedly, chasing a late payment is one of the most intimidating tasks. If sending reminding emails wasn’t hard already, some clients might even ignore electronic correspondence.

If this happens, you’ll have to call them.

Be polite and simply remind them about the overdue bill.

In some cases, the clients will pay right away. In others, you might have to arm yourself with patience and call them for days before achieving the result.

Whatever the situation, don’t lose your temper and don’t give up. Call daily and politely remind your clients that they owe you money.

Chasing Late Payments Step-by-Step + Late Payment Email Templates

No matter how hard you try, some clients will just not pay. Here’s a quick guide to preventing and chasing late payments.

Step 1 – Send a payment reminder before the due date

The #1 error you can make is to wait until the due date before reminding your clients they have a bill to pay. Sure, you want to be nice, but you probably also need your money on time. And a way that works in most cases is to simply remind your clients they have an outstanding invoice.

Depending on your payment policy, you should send your payment reminder at least a few days before the due date.

Keep the email short and professional. Use a friendly tone, but don’t deviate from the topic, and also include a link or a copy of the invoice for quick payment.

Here’s an example email you can use:

Subject: Your/Your Business Name: Invoice [invoice reference] Overdue Payment Reminder

Body:

Hi [recipient’s first name],

I hope you are well.

We have yet to receive payment for the pending invoice [invoice reference] for [invoice amount] that was due on [due date]. The invoice is now [number] days overdue and is becoming really problematic for us.

The current invoice amount is now [invoice amount + late payment fees]. I’ve included a link/attachment to the invoice for your review.

If we have not still received payment by [final date], we will have to escalate this invoice to our legal team.

Best regards,
[your first name]

 

Step 2 – Follow up when the invoice is a few days late

If your client ignored your first message and didn’t pay by the due date, send a follow-up email a couple of days after the due date.

Here’s an example:

Subject: Your/Your Business Name: Invoice [invoice reference] Payment Reminder

Body:

Hi [recipient’s first name],

I hope you are well.

I am writing to notify you that we’ve not yet received the payment for the pending invoice [invoice reference] for [invoice amount] that was due on [due date].

It would be much appreciated if you could let me know when I can expect to receive the payment.

I’ve included a link/attachment to the invoice for your review.

Best regards,
[your first name]

 

Step 3 – Follow up reminder when payment is late overdue

After you have sent the second email, it will look unprofessional to send another reminder before the invoice is late overdue. You should decide when to send it based on your terms and conditions.

For instance, if you give your clients up to 30 days to pay, this email should be sent around this point. If your client ignores this reminder too, kindly remind them that you’ll take the case to the small claims court.

Here’s an example of late overdue payment reminder:

Subject: Your/Your Business Name: Invoice [invoice reference] Overdue Payment Reminder

Body:

Hi [recipient’s first name],

I hope you are well.

We have yet to receive payment for the pending invoice [invoice reference] for [invoice amount] that was due on [due date]. The invoice is now [number] days overdue and is becoming really problematic for us.

The current invoice amount is now [invoice amount + late payment fees]. I’ve included a link/attachment to the invoice for your review.

If we have not still received payment by [final date], we will have to escalate this invoice to our legal team.

Best regards,
[your first name]

 

Wrapping It All Up

Implementing a clear payment strategy when setting up your new business is key to getting paid on time. Setting terms and conditions and following up with email reminders is crucial for your business’ success.

So what do you say? How do you handle late payments? Tell us in a comment below and before you go, share this article with your freelance friends.

Overdue invoices