The first 90 days of a new client relationship are critical. This is the period when your clients are most likely to experience buyer’s remorse, where they begin to second-guess their decision to work with your agency. If you want to retain clients long-term, it’s essential to manage this period effectively. By mapping out a clear and structured client journey for the first 90 days, you can overcome any doubts, build trust, and ultimately, see your retention rates soar.
Day 1: Start with a Live Onboarding Call
First impressions matter, and how you onboard your client can set the tone for your entire working relationship. Always onboard your clients live via a Zoom call or in person if possible. This ensures that communication is clear and expectations are properly set from the start.
During the onboarding, go over the following key points:
- Set clear expectations: Let your clients know exactly what they can expect from you and your team. Be transparent about timelines, deliverables, and milestones.
- Clarify their role: Just as important, explain what you’ll need from them. Whether it’s content, access to platforms, or approvals, make sure they understand what they need to provide for the project to run smoothly.
- Establish communication channels: Clearly define how you’ll communicate and how often. Make sure they know who their point of contact is for various needs.
This live onboarding gives you the opportunity to address any early concerns and immediately begin building trust. It also allows clients to ask questions in real-time, which helps reduce the likelihood of misunderstandings or confusion down the road.
Set Up a Call Schedule (Yes, Every Week!)
During the onboarding, set up a call schedule with your client. While it might sound unnecessary, especially if everything seems to be going smoothly, weekly calls in the first 30 days can make all the difference.
Here’s why it’s crucial:
- Build trust: Regular communication reassures the client that their project is progressing according to plan. It also gives you the opportunity to address concerns or questions before they become bigger issues.
- Manage buyer’s remorse: These weekly check-ins give you a chance to identify and address any doubts or hesitations the client might be feeling. If they’re starting to have second thoughts, these calls allow you to quickly step in and reinforce their confidence in your services.
- Maintain momentum: A lot happens in the first month of working together. Weekly calls help you keep the client engaged and ensure that they’re satisfied with the progress being made.
During these calls, focus on providing updates on the work completed, reviewing next steps, and making sure the client feels like their project is on track. These early, regular check-ins are essential for building trust and preventing buyer’s remorse.
The 60-Day Quick Win
One of the most powerful ways to solidify your relationship with a client is to deliver a “quick win” within the first 60 days. A quick win is something tangible and valuable that shows your client you’re delivering results.
Here’s why it’s critical:
- It demonstrates success early on: If you can show tangible results within the first 60 days, your client will feel reassured that they made the right decision in choosing your agency. This could be something as simple as launching a website, completing a branding overhaul, or ideally, helping them close their first deal.
- It builds momentum: Early wins help build excitement and confidence in the project. If a client sees things moving forward quickly, they’re more likely to stick with you long-term.
- It counters any lingering doubts: Even if the client had initial concerns or experienced buyer’s remorse, delivering on something meaningful in the first 60 days can wipe away any apprehension.
The quick win doesn’t have to be massive—it just needs to be something that adds value and reinforces the trust they’ve placed in your agency.
Beyond 60 Days: Solidifying the Relationship
By the time you reach the 60-day mark, the foundation of your client relationship should be strong. You’ve onboarded them effectively, maintained consistent communication, and delivered early results. The final stretch of the first 90 days should focus on setting up the long-term strategy.
Now’s the time to:
- Review the overall project and where you stand.
- Set up a more sustainable meeting cadence (e.g., bi-weekly or monthly).
- Plan for the next big deliverable or milestone, showing the client how you’ll continue adding value.
By the end of the first 90 days, if you’ve followed this client journey roadmap, you will have built a relationship based on trust, results, and clear communication—all of which will contribute to improved client retention.
Conclusion
The first 90 days are critical to creating an exceptional client experience that leads to long-term retention. By onboarding clients live, setting up weekly check-ins, and delivering a quick win within the first 60 days, you can overcome buyer’s remorse and build a foundation of trust. When clients feel confident in your ability to deliver results and meet their expectations, they’re far more likely to become loyal, long-term partners who rave about your agency.