Client Retention System
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Client Operations

Client Retention
System

First-week wins, weekly momentum updates, expectation framing, engagement rules, and monthly reporting. Retention starts on day one — not month three when they're considering leaving.

Show value in 7 days
Report every week
Frame expectations pre-sale
Hold clients to their SLAs
First 7-Day Win System
Fast visible results by package. Show proof before they doubt.
Package First Win By What to Deliver & Show Proof to Send Client
Growth
Growth
£750/month
Day 3
5 posts drafted and scheduled by Day 3. Don't wait for the content batch to be complete. Send a sample of 3 posts with visuals by Day 3 for approval. Show the full content calendar on Day 5 at latest.
  • → Share content calendar PDF or Notion view — client should see the full month planned
  • → WhatsApp 3 post images + captions: "Draft 1 of 3 — let me know if the tone lands"
  • → Once approved, schedule via Buffer/Later and confirm: "Scheduled — first post goes live [date]"
📅 Screenshot of scheduled posts in Buffer/Later
📄 Content calendar PDF (full month)
✅ WhatsApp: "5 posts live and scheduled for [month]"
Scale
Scale
£1,250/month
Day 5
Growth deliverables + first email sequence live by Day 5. The email sequence is the "wow moment" for Scale clients — it's what they couldn't easily do themselves. Show it running, not just built.
  • → 3-email welcome or nurture sequence activated in their email platform (Klaviyo, Mailchimp, ActiveCampaign)
  • → Send a test email to client's own inbox so they see it exactly as subscribers will
  • → Share open rate within 7 days — even if list is small, a 35%+ open rate is a strong early signal
📧 Screenshot of sequence live in email platform
📊 Open rate screenshot at Day 7 (benchmark: 35%+)
📲 Test email sent to client: "This is what your subscribers see"
Dominance
Dominance
£1,500/month
Day 7
Scale deliverables + LinkedIn outreach started by Day 7. First batch of connection requests sent. Show the pipeline forming — acceptance rate is the early win metric.
  • → First 20 LinkedIn connection requests sent and logged — show client the prospect list with their target niche
  • → Report acceptance rate at Day 7: "We've sent 20 requests, 7 accepted (35%) — above industry average"
  • → Show any early replies — even "thanks for connecting" is proof the channel is working
🔗 Screenshot of LinkedIn outreach tracker (CSV or CRM)
📈 Acceptance rate at Day 7 (target: 25–35%)
💬 Any replies forwarded: "First conversation started"
Weekly Momentum Update
Send every Friday. Never miss a week.
Template — WhatsApp / Email
Week [X] update for [client name] — This week we published [X] posts reaching [X] accounts across [platforms]. // Pull from platform analytics Your email sequence achieved a [X]% open rate vs [X]% industry average. // Industry avg: 22–25% for most niches LinkedIn generated [X] new connections and [X] conversations this week. Next week we are [specific action — e.g. "launching your March content batch and activating the re-engagement email sequence"]. One thing we need from you: [specific ask — e.g. "a photo from inside the clinic for this week's post" or "approval on the email subject line by Tuesday"].
Fill & Generate
Expectation Framing
Say this before they sign. Not after they complain.
🎙️
Pre-Sale Expectation Script
Say this verbatim on the sales call, after they've agreed to proceed but before contract is sent.
1
"Before we start I want to set clear expectations, because I think it's important you know exactly what to expect and when."
2
"Month 1 is about infrastructure — getting your content system, email sequences, and outreach running cleanly. You'll see activity and output, but we're building the engine, not yet running at full speed."
3
"Month 2 is when you start seeing compounding results. The content starts gaining traction, the email list gets warm, and the outreach pipeline fills up. That's when the numbers start moving."
4
"Most clients see meaningful lead flow by week 6 to 8. Not week 2. If anyone's promising you results in the first two weeks, they're selling you something unrealistic."
5
"We report every Friday so you always know exactly what's happening — what was posted, what the numbers were, what we're doing next. You'll never be left guessing."
6
"The one thing we need from you is responsiveness — approvals within 24 hours, assets within 72 hours of requesting them. The system works because it moves fast. If approvals take a week, results take longer."
7
"Any questions about any of that before we send the agreement?"
Why this matters: Clients who cancel in month 1 almost always cite "not seeing results yet." This script pre-empts that objection before it forms. If you say it pre-sale, they can't use it as a reason to leave in month 1 — they agreed to the timeline. Document it: send a follow-up email after the call summarising what was agreed.
Minimum Engagement Rules
Client obligations. Include in the contract and onboarding email.
Weekly Update Response
48 hrs
maximum
Client must acknowledge or respond to the weekly update within 48 hours. If no response after 72 hours, send one reminder. If still no response, proceed on schedule and note "update sent, no client response" in your records. Persistent non-response is a churn signal — escalate to a check-in call.
Brand Assets & Access
72 hrs
from signing
Logos, brand colours, login credentials, platform access, and any initial photography must be received within 72 hours of contract signing. Clock does not start until assets are received. Week 1 deliverables are contingent on this. State this explicitly at onboarding: "No assets, no output on schedule."
Content Approval
24 hrs
or we publish
Content batches sent for review must be approved or revised within 24 hours. If no response in 24 hours, we publish on schedule. This prevents the most common delay — clients sitting on content approvals. Include this in the contract and repeat it at onboarding. It protects your delivery timeline.
Monthly Strategy Review
Monthly
30 minutes
Scale and Dominance clients: one 30-minute strategy call per month (fortnightly for Dominance). Client must confirm availability within 48 hours of scheduling request. If call is missed twice in a row without rescheduling, send a brief account health check email and flag internally.
Onboarding email: Send these rules in writing within 24 hours of signing. Subject line: "Getting started — what to expect from Aldric Group." Include the 48/72/24 hour rules explicitly. Clients who receive them in writing are 3× less likely to cause delays — they know the terms upfront.
Monthly Revenue Report
One-pager. Sent on the 5th of each month.
Fill in the fields below, then copy or print. All values save automatically.
Monthly Performance Report
In , we published pieces of content, sent emails, and generated qualified enquiries. Content reached accounts across all platforms.
MRR Impact (Est.)
£
leads × avg deal value
Email Open Rate
%
vs industry avg
LinkedIn Connections
+ vs last month
Content Performance
Posts published
Total reach
Top performing post
Engagement rate
Email Performance
Emails sent
Open rate
Click rate
Next month focus:
Aldric Group · hello@aldricgroup.co.uk · +44 7599 260032
Confidential