How to Manage New Accounts

Episode 43 July 08, 2022 00:58:13
How to Manage New Accounts
The Agency Hour
How to Manage New Accounts

Jul 08 2022 | 00:58:13


Hosted By

Troy Dean Johnny Flash

Show Notes

When it comes to onboarding new clients, It's all about setting and managing expectations. If you don't set the proper expectations then you open yourself up to scope creep. And scope creep will kill you.

This week on The Agency Hour, we're joined by Mavericks Coach Christina Hawkins (AKA The Queen of processes, AKA THE HAWKINATOR) to discover how she manages new customers.

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Episode Transcript

Speaker 0 00:00:00 The very, very first thing you have to do is set is set those expectations. So that from the moment they sign the contract, they should instantly feel like, okay, I'm in good hands. So that could be a series of emails that, Hey, here's what to expect, right? It's always about here's what to expect next. Here's the next step. And you're always giving him the next step. Here's what we're going to do. Here's the bullets of the thing. So that I think first is, is you are going to establish again, you, you have a process in place. This is how I work, and we're gonna do that with a very first email. Hey, great. You signed, um, we're super excited to get started. Um, the next step we're gonna need you to do is schedule an onboarding call. Usually that's the first thing I want them to do. And I try and give myself about two or three days minimum because during those two or three days, I'm establishing the, at least I'm pulling out from the proposal. Everything we agree to because the onboarding call is where we really go through expectations. That's when we have a big discussion about, and not just expectations on the project, but expectations of them as a client and us as an agency. Speaker 1 00:01:16 If you have a vision for the agency you want to build, then we want to help you build it. Welcome to the agency. Our podcast brought to you by agency Mavericks Speaker 2 00:01:25 B. Here we go. Ladies and gentlemen, welcome to another episode of the agency hour. I believe this is like episode 43 or something crazy. There's so much to unpack here. There's so much to talk about. There are some evolutions in our production. There's a fabulous guest that we've got coming on today to talk about managing new clients, managing expectations, onboarding processes, and systems. And, uh, yes, it's gonna be a lot of fun. Of course, this is the agency, our podcast. My name is Troy Dean. I'm your host. And we are streaming this live into the digital Mavericks Facebook group. So if you are listening to this in your air pods, you should come and check out the digital Mavericks Facebook group. Just go to Search for digital Mavericks. Join the group. We'll ask you some questions, make sure you're a real person and that you're not here to sell us your multi-level marketing essential oils. Speaker 2 00:02:24 And as long as you pass the test, then we'll let you into the group where you can join in all the fun. Um, my one thing I wanna give you an update on is I'm, I'm on a mission to create a fabulous experience for our guests, as well as you, the listener. And so what I, what I'm, and also to make this a really pleasant experience for me as a podcaster, I spend a lot of time looking at screens and I'm getting older and my eyes are starting to hurt and don't worry, I've got a good optometrist and I'm doing some work there, uh, full transparency. I'm actually exploring the possibility of whether or not I can have laser surgery done. I'm at that age where I'm I'm shortsighted, I've been shortsighted for years since I was about 15 years old, I've started wearing glasses in school. Speaker 2 00:03:13 And then I got contact lenses in my mid twenties because I wanted to play sport and go camping and be active. And glasses are just a pain in the eye. So I've been wearing contact lenses for the best part of 23, 24 years, but you hit mid forties and what happens and I'm shortsighted. So my contact lenses correct the shortsightedness, but what happens is you then start to become long sided. And so I'm holding things further and further away to read them. When I read at night on the Kindle or, or my books, I wear reading glasses on top of my contact lenses to magnify them, right. Uh, and staring at a small computer screen all day makes me grumpy. It hurts my eyes. It gives me a bit of a headache. I've tried all sorts of things. I've tried the blue light glasses, these things here, which I am gonna put on my head right now. Speaker 2 00:04:00 I'm convinced these are a fashion statement. I'm convinced that these do absolutely nothing. Max will disagree with me. Max loves his blue light glasses. I think they're a crock of shit. They haven't worked for me. So what I'm doing is I'm trying to have bigger screens. So right now I'm looking at a teleprompter. That's got a 15 inch H D M. I monitor an ACEs 15 inch H D M I monitor in the teleprompter so that I can basically see my guest as big as possible and eyeball them down the barrel of the camera. So I can look at the camera, make eye contact, but also my guest is big, you know, on the screen and to my right here at a 45 grand goal, I have a 43 inch high definition television to also give me confidence that what is going out the broadcast is correct and is all working. Speaker 2 00:04:53 So anyway, this is an experiment that I will continue to evolve and I'll continue to, to keep you updated. Now, of course the problem and not to get too stuck in the weeds here, but the problem with the HDM I monitor and the teleprompter is that it's backwards. So whenever the max pulls up those lower thirds on the screen, or the comments on the teleprompter there backwards, I do have another little piece of hardware called the decimate, which is supposed to flip it vertically or horizontally at the moment. It's not working. We tried to get it working just before we went live. So we will solve that problem later today. So there you go. That's an update on what's happening here from a technical point of view. There's much more to unpack, but we'll talk more about that later because my guest, ladies and gentlemen on the show today is one of the coaches here at agency Mavericks. She is affectionately known as the process queen and, uh, she is from Sugarland, Texas, and she's here to help us figure out how to manage new clients. Of course, I'm talking about the one and only Christina Hawkin Hawkins. Woohoo. Hello? Speaker 0 00:05:55 Hello. Hello. Very little crown Speaker 2 00:06:00 <laugh> thanks. Yes, you do need a crown. Um, now for those that have been living under a rock for the last 10 years, just tell people who you are, where you're from and what do you do? Speaker 0 00:06:09 Uh, I am Christina Hawkins. I own global specs, internet marketing. I have been working in this space for, I had to count to myself cuz I'm forgetting how long and how old I am. But about 23 years now started in 1999. Um, websites. We typically work with oil and gas energy, but as well as construction companies. So I have kind of niche down as much as possible. Uh, we do, uh, digital marketing website, design care plans is the core. And um, yeah, I'm just south of Houston, Sugarland, Texas. I can pull out my Texas tying if you all would like <laugh> um, <laugh> no, and yes, I do have a cowboy hat and cowboy boots and just down the road are some, you know, Longhorn, uh, bulls, if we don't head on down there. Wow. Yeah. Speaker 2 00:06:59 Yeah. Love it. Awesome. Uh, and, and now how did you come into our world? When, back in the day, when we were called WP elevation all those years ago, how did you five years? How did you find us and come into every, Speaker 0 00:07:13 How did I find you? Oh Lord. I think it was your, you know what I, I can't remember. I think probably your original 101. Remember when you did hundred one, I think that's where I first heard of you. I think mm-hmm, <affirmative>, it's been so long. I can't honestly remember. Uh, but I think that's how I first heard of you. Um, and then the course was so amazing. It was the first time that, uh, cuz I've been through, when you've been in this business, as long as I have there, nobody had an agency, there was no such thing as a web design agency. Nobody had done this before. There wasn't a, there wasn't a recipe for this. So most of us were floundering around trying to figure out how this works. Probably, definitely not charging enough ever mm-hmm <affirmative> and you came along with a method like it just made sense. And I just remember the aha moment going through the Cho course, going God bless this whole time, son of a, you know, and all those years wasted all that money down the drain. Ah, so I think having that again, there was a process, there was a system and that just melted my heart. Mm. It makes sense. I get this, I get it. So, mm. Speaker 2 00:08:30 And you have, uh, over the years, affectionately become known as the process queen here at WPI elevation. We were called that for a long time. Of course we're now called agency Mavericks. And, and you went through the blueprint, you then went into Maverick's club. You then became a coach at WP elevation for our course clients. And then you became a coach at Maverick's club. Mm-hmm <affirmative> what are what's how have your processes, first of all, pro like a lot of people find process creation and management boring as boring as bat shit. Right? Mm-hmm <affirmative> so if you, if some, if I was sitting in front of you and saying, Christina, I have a D I can't concentrate on anything for longer than three seconds, which is kind of true. Mm-hmm <affirmative> uh, why? Like, why should I bother making processes? Why should I bother? Like, I just wanna make it up every time as I go along, I don't wanna make processes. Why is it important? Speaker 0 00:09:23 The what's Speaker 2 00:09:25 What's the other side of it. What's the other side of that hard work and Speaker 0 00:09:27 Creating the other side of all the hard work that you're gonna put into building a system and processes out and an in, in an intranet and SOPs are, you have to think about one your growth. So it's one thing. If you're one man shop, that's fine, you can probably get away with it. But I would even say for a one, one person shop having a checklist, a process, it will give you back your time. I think is another thing I don't have to think about it. Um, if you are ADHD and you are thinking all over the place, this is, this is the only way you're gonna grow. Truly. You will not be able to scale, grow, hire a team, get more clients, get better clients. If you don't have something in place that you know what to do next. Cause I have that too. Speaker 0 00:10:11 I have the same problem. My brain goes and flittering all over the place, but I, I can always come back and go, oh God, that's right. The next thing I need to do. Um, and especially if you add some automation to it, but definitely if, if you're worried about, um, where to start, just go start with the high level stuff. The things that you do on an everyday basis, um, start with what is it that I have to get done today? And the things that the minutia stuff, how can I build this in a way that makes sense, but then you have to think if I do something like this, I'm gonna get my time back. Cuz if you're constantly having to reiterate the same thing over and over again, you have to remind yourself the next thing, write the email out. Right? You have there's emails at templates. Speaker 0 00:10:58 I have to go out there's little onboarding, slide decks. Where's that onboarding slide. Where did I put that? Oh, where did okay. I think it's somewhere here. Now. It's gonna take 10 minutes for me to find it on my Google drive. Right? Mm-hmm <affirmative> but if you've got an so P I know, step one, step two. And I mean, I can open up my process street and show you how it's all laid out, but it's not just that it's it's if I'm gonna grow a team, the first hire is the first thing they're gonna ask you is what would you like me to do? Mm-hmm <affirmative> if you want me to do, and if you don't have that documentation up front, it's gonna be a very Rocky road. So I'm recommending, if you are a one man shop right now, start documenting your processes. Now doesn't that be perfect. It never, it's never done, but it's think of it. You're getting your time back. You're not frazzled thinking about the thing I have to do next and you can scale and grow. Speaker 2 00:11:54 What's your, I know we're gonna talk about managing new client expectations and processes around that and the importance of processes around that. But, uh, before we get there, what is your typical process for creating an SOP or a process? Speaker 0 00:12:07 Well, I built it out so much now. Now it's a matter of, uh, if a, if a team member or even myself or somebody asks me, how do I do this thing? The, the first step is, is it in notion yet <laugh> Uhhuh. If not, then there's usually a video. I just quickly spin up a video, how to do the thing. Um, and we have a template, so I spin up a template. I do a video, I might have my VA take my video and kind of build it from there, but sometimes I'm already doing it. So I'll just build out, build out what I need, um, what you need. Um, but yeah, that's usually the video is the first thing mm-hmm <affirmative>. Um, but I also would recommend just kind of the high level steps that you wanna kind of have accomplished. And I think the third thing to make sure you do is what is done look like, what is, how do you know it's complete? Um, and you can do screenshots. You can do, you know, the next step would be whatever that is. But yeah. Speaker 2 00:13:09 And what if someone comes into your team and says, Hey, uh, you know, I'm really good at doing GMB optimizations. I've been doing this a long time and I've got, kind of got my own process. And like, I know you've got your process here, but I kind of do it my own way. Like I do you encourage your team to contribute to your processes and, you know, as long as we are getting to what done looks like. Speaker 0 00:13:35 Yeah. Oh gosh. Yeah. My whole team has access to my internet for sure. They, I encourage it. Um, if, cuz I I'm not the end all be all. For example, with web development, I'm no longer in there anymore. I wouldn't, I couldn't tell you how to do any JavaScript or checklist or anything like that. Yeah. So I re I tell them, I'm relying on you to build this out. Correct things. Mm-hmm <affirmative> and we all know technology changes on a daily basis. Speaker 2 00:13:58 Yeah, yeah, yeah, yeah, yeah, exactly. Speaker 0 00:13:59 What worked last month, doesn't work this month. So the person that comes in with their own G P process, it might be, uh, I might have my own because mine's typically mine is proven at this point mm-hmm <affirmative>, but if they, they might have their own and what we're gonna do is probably get together and have a conversation about what needs to change within the process. Yeah. Um, I wouldn't really just hand it over to him. All right. Do your thing. I would, we would definitely talk about what, what needs to change on our process side and how can we, how can we do the best parts of yours with the best parts of ours? Speaker 2 00:14:35 And if you are sharing processes around like a particular user interface, right? So say for example, it is, you know, say for example, it is the optimizing, the GMB listing, and then three months later you log in and you realize that Google have changed the interface. Do you make your, I mean, I know we're stuck in the weeds here, but do you make your own videos showing how to do that? Or do you just reference go, Hey, in this is what needs to happen? Go watch this video by Google, that it shows you how to use the Google product or do you actually make your own custom? Speaker 0 00:15:04 Oh, it depends. Depends on how, how minutia it is. If it's something like, um, yeah. Setting up a Google, my Google business, you know, setting up, I might find a video on YouTube and use that for sure. Got it. But, um, I've got my own process if we don't have, um, you know, if we're setting up a Google account for a client, I have my own process for that because we don't wanna use, I know my phone number, every single. So here's, here's what that looks like. You can't find that on YouTube. I did that. And so, uh, I do screenshot now if something were to change and Google made a change, I'd probably have to go in and redo a screenshot. Um, but, uh, yeah, I'll, I don't, it doesn't have to be my process. Absolutely not. <laugh> Speaker 2 00:15:46 Or, or ideally the team member doing it would actually update that screen. Yeah. Uh, I'm curious about your cadence for, um, updating or reviewing processes. Do you have like a, a certain rhythm where each process needs to be reviewed every three months or whatever to make sure it's still up to date and still current? Speaker 0 00:16:05 You know, I don't, that's probably something I probably should Institute, but it's more or less when we get, if we get to that process. Um, if we're in the, let's say we're in the middle of doing a G P um, localization and, uh, the, the, the, the hard part is sometimes the team has been making me long enough. We don't look at it. We just know how to do it. That's the hard thing. Um, but if we do hire somebody new, that's probably the time to maybe which happens. I revisit things because it's just old. And I do have a, his notion there is a, uh, when was the last time that was, was, was edited? Um, yes, but I don't really have a kind of an audit process of looking back. I've got, I, I have thousands of processes. I, I don't know how I would do that. Speaker 2 00:16:50 <laugh> yeah. Uh, it's tricky. We, I know we are rolling out a thing. Um, we are working on a thing called Kip wise, which integrates with slack and it's kind of like a knowledge base mm-hmm <affirmative> that is searchable in slack and it has this cool feature where it basically pings the author of a process. You can set the review cadence, so you can say, Hey, I've just written this review. Remind me in three months, I've just written this process, remind me in three months to review it. And Kip wise would just ping you in slack three months later and go, Hey, you should come review this. Um, at I've I have found over the years that because business moves quickly, I've found over the years that we end up with a lot of, we have ended up with a lot of SOPs in the knowledge base that are just irrelevant. Speaker 2 00:17:27 You log in and go, oh shit, we haven't used that tool for like a year. Like, let's just get rid of those processes because we're not using that anymore. Um, before we dive into managing client, managing new clients and the processes around that, I just wanna, this is not, I wish this was sponsored. And if anyone in the tech space wants to sponsor this podcast, you should come talk to me because what I do wanna do is I wanna just give everyone a shout out to your setup, your, your, you look incredible. I mean, I know you look incredible anyway, but your whole setup there looks amazing. So I just want you walk people through, what camera are you using? What lens are you using and what microphone are you using? Cause I know we're gonna get asked this because, oh my Speaker 0 00:18:02 God, Speaker 2 00:18:04 It just looks incredible. Speaker 0 00:18:05 Well, I've got the Sony, which actually thank you. That was your recommendation. Mm-hmm <affirmative> so this, I don't know the model, but it's the Speaker 2 00:18:11 Stone. It's the a it's the a 6,400. Yes. Speaker 0 00:18:14 Yeah. What you said. I do have a, uh, um, what do you call it? The light, same light that you have too. The, Speaker 2 00:18:20 Um, oh yeah, the elto yes, yes. The alga that, Speaker 0 00:18:25 Which is all connected to my phone. So I can turn that on and off. I, the lights behind me are all WID, so I turn those on and off as we go. Perfect. This is a road mic. I've had this forever. It's the, I will never change it. It's great. It always, Speaker 2 00:18:39 Yeah. The road NT, USB, I think it is, but it looks and the lens I can tell you the lens is the Sigma 16 mil F 1.4 lens. They are just, it's great. Absolutely sensation. Beautiful. And how far is that lens away from your head? You can reach out and touch that. Speaker 0 00:18:55 That's right? Yeah. I'm touching it right now. Speaker 2 00:18:57 Yeah, yeah, yeah. There we go. It's about super wide and it's Speaker 0 00:19:00 Arms length looks great. Speaker 2 00:19:02 Yeah. I, you know, the reason this is important is because it's not just about, you know, uh, making yourself look fantastic. I had a, a lawyer reach out to me recently. I just wanna park here for a second, cuz this is check this out. I had a lawyer ping me recently. I posted a photo of my new office set up. I've actually got an iPad or a teleprompter in my office as well. I've got the same camera and lens as Christina in my office here on the livestream studio said, I've got the same camera, but we've got a 30 mil lens because we don't wanna show the whole set. It's a little bit further away from me. So we haven't got the 16 mil, the 16 mils really wide angle. It's great for zoom calls makes you look fantastic. The problem is you end up looking down at your camera at your screen like this because it's on zoom, right? Speaker 2 00:19:44 Yeah. So I've set up a little teleprompter, which literally hangs off the front of the camera and then I've got my iPad in there. Um, and I, I just so I can look at people on zoom. I had a lawyer reach out to me recently. Now, if you are an agency and you serve any particular niche, check this out. Lawyer reaches out to me recently. And I think he's in this group, so I'm not gonna name him, but he reaches out to me recently and he says, Hey man, you know, there's your, your stuff looks amazing. You know, there's a business in helping people set this up. He said, not only do I have lots of client calls on zoom, but he said, I'm quite often in court via zoom. Right. And I would love to have this set up. And I said to him, um, there's no leverage in me doing it one on one. Speaker 2 00:20:30 But what I could do is make a bunch of videos and recommend all the equipment. But I'm guessing you would still want someone to come into your office and set that up. And he said, yes. And I said, how much would you pay for that? And he said, I'd easily pay a thousand bucks plus whatever the gear costs me. And I'm thinking if I was a digital agency and I was going after lawyers, I would put together a package where I, Hey, I'll come to your office, I'll set this up for you. I'll make you look a million dollars on all your client calls. And in court it'll cost you, you know, four grand, including all the equipment and it's completely done for you and it's worth a million dollars. And by the way, we also happen to be a digital agency. We can help you with all this other stuff, but I would just get in the door, doing that done for you set up. Speaker 2 00:21:13 So I thought that was really interesting that there are a whole bunch of people out there who don't know how to do the basic stuff that we figured out, which is how to make ourselves look and sound good on client calls because we spend our lives on the internet doing this stuff. Whereas there's a whole bunch of other people in other industries that don't know how to do it. And this is, you know, is this related to digital agency? Well, I think it is because if you're a lawyer or an accountant, you wanna put out some videos and you wanna position yourself as an authority looking and sounding good is, is, is, you know, part of that. So I'm not suggesting that you become a AV tech support company, but it's a way to get your foot in the door and start a relationship. And there's a massive need for that kind of help in those industries. So anyway, I thought I would share that Speaker 0 00:21:55 To caveat with that. I think it's important for an agency, uh, owner, or whoever's doing sales. Who' ever having constant communication with the client. It's important to have this kind of look this very crisp, clear look, I think because this world is a lot virtual. I know companies, our marketing agencies here in Houston that used to have in person spaces. So it was very cool. Right? These are cool office spaces, right? Mm-hmm <affirmative> is that, that whole Google look right? They're gone. All of them realize how much money they were spending thousands and thousands of dollars. Um, and now all of them, the, at least the top three big ones are all virtual. So in my mind, this is, this is the coolness. This is what makes me look that's right. Legit professional. Yeah. Um, and with proper lighting as well. Cuz what you don't wanna do is show up with a zoom call like this and have it be dark. Yeah. I can't see me. I look like I'm in the basement. Yeah. I, I don't present myself just like we have our websites, just like, those are the first impression they have of us. Mm-hmm <affirmative> but this, I, I spent time on this. I yeah, I'm professional. I've thought about this and, and they, that comes across. Yeah. Which then leads into the systems and processes as well. I have a process in place. They like that. They know that what to expect. And so this is just, uh, an iteration of that. Speaker 2 00:23:23 That's right. It's intentional. It's intentional. It's not, it's not left a chance. Nice segue into, um, typically what happens is you get a new client, right. And uh, everyone's happy and everyone's in love with everyone at the start of the relationship. And usually, uh, what happens is there's every chance that that relationship is gonna go sideways or south within the next 90 days for a number of reasons. But primarily I think because what the person bought is they expected something different to what was on the tin. So when they bought something, they were thinking that they bought X, you were thinking they bought Y the truth is probably somewhere around Z. And, and when you start to deliver, we've all had that moment where they see the first iteration of something that you've built. And they ask a question like, oh, where, where did, where's the membership login and your heart sinks and you start the sweat bullets and you realized, fuck, I think I've missed a meeting. Speaker 2 00:24:25 I must have slept through a meeting cuz we have not talked about a membership login at all. This is news to me. And now I'm extremely nervous about how I navigate this relationship and keep it on track. So how do we, and then scope creep, you know, happens and scope creep will kill you basically. Uh, if not bury your business, it will give you a heart attack. <laugh> so how, what is your process? And I know, again, this is something that's evolved over the years, but how can we, how can we manage new clients to make sure that the relationship stays intact and that we, we stay on the same page. We might start on the same page, but how do we keep everyone on the same page and how do we manage those client relationships with a brand new client? Speaker 0 00:25:09 I think the very, very first thing you have to do is set is set those expectations. That from the moment they sign the contract, they should instantly feel like, okay, I'm in good hands. So that could be a series of emails that, Hey, here's what to expect, right? It's always about here's what to expect next. Here's the next step. And you're always giving them the next step. Here's what we're going to do. Here's the bullets of the thing. So that I think first is, is you are going to establish again, you, you have a process in place. This is how I work and we're gonna do that with the very first email. Hey, great. You signed, um, we're super excited to get started. Um, the next step we're gonna need you to do is schedule an onboarding call. Usually that's the first thing I want them to do. Speaker 0 00:25:59 And I try and give myself about two or three days minimum because during those two or three days, I'm establishing the, at least I'm pulling out from the proposal. Everything we agree to because the onboarding call is where we really go through expectations. That's when we have a big discussion about, and not just expectations on the project, but expectations of them as a client mm-hmm <affirmative> and us as an agency. So that it's usually a good 30 possibly one hour call depending on the size of the project. But that's, you will, you will find that if you can establish ground rules within the first three days, the rest of the relationship is very smooth and very clear everybody's on the same page. And we keep reiterating a lot of things throughout the relationship. Don't forget. Here's what we agreed. Here's where we agreed. So we talk about scope mm-hmm <affirmative> I'm literally going through that right now. Speaker 0 00:26:55 We just, before this call, we've got this big, big, big client. That's like, dude, <laugh> this is not in the project scope. So we're gonna charge you more money. That's usually what answer answer is either we don't do it. I charge you more money anyway, but that's that relationship starts with the minute that they sign that and then reiterating over and over and over again, this is how we work and don't, don't break your own rules too. So if you've got something that you do on Mondays, that should always happen on Mondays. If you've got something, um, that you need them. For example, we use teamwork for our project management. I tell them, you can email me. That's fine email me, but I don't look at my emails every day. I might go a whole day without looking at my email. So yeah, it's gonna take a day. Speaker 0 00:27:41 So expectations are use the email address that we're going to give you. And we talk about all of this during the onboarding. I've got a pitch deck. I've got screenshots. Oh wow. I have a form. We click the, we click and we open the form when we go through. Okay. You, what's your name? What's your official name? What's your, what's your web address? What do you, what other domains do we have? We go through that. We have all the questions. What phone number do you want on the site? What emails do you want to use? All of that, um, gets in that onboarding cuz the time by the time I'm done with onboarding, I just really don't even wanna touch it anymore. <laugh> all of that information gets passed on. Speaker 2 00:28:18 Now, this is interesting because you've got a team who are doing, who are executing, who are delivering on the promise, right? So you are still doing sales. You've got the relationship with the client. You've got the profile. They come in, you charm them, you get them to sign the contract. You give it over to your team. You need to make sure that your team are delivering on what you've promised. What is, how long does the onboarding call usually last, Speaker 0 00:28:40 Uh, between 30 minutes and 45. Sometimes an hour, depending on the complexity. Okay. Speaker 2 00:28:44 Mm-hmm <affirmative> okay. Mm-hmm <affirmative> and uh, what happens when they sign the proposal? What happens between the proposal and the onboarding call? Do they have homework that they need to do or Speaker 0 00:28:53 Not a lot? Uh, the fir the first homework is a set up onboarding call. That's the first thing that they need them to do. And we will remind them like, oh, you haven't set the onboarding. Um, of course the proposal includes a contract. So I don't really have to worry about that anymore. That used to be a separate issue. Um, I do set up things on our end. So next homework is to send us that deposit. You know, we, I don't really take checks anymore. I send them to my online store and they set up a subscription instantly. Right. So I'm you and I both agree that the, we reoccurring revenue is the soul of your business profit Speaker 2 00:29:26 A hundred percent. Speaker 0 00:29:26 Right? So everybody gets on a subscription of some kind. Um, so that's just three pieces of homework, probably on their end, on our end. We're getting things all ready? The outline, we set up teamwork. We got, you know, we have one email. What a new thing that I just sent them is the everything about us email. Actually, I got this from Johnny, huh? It's the big onboarding, big old PDF document. That's everything that I'm gonna talk about during the onboarding is it's just one big old PDF of everything in there and they can, they can keep that, print it out, but that's essentially how we work kind of business and what to do if you have questions kind of PDF. So that gets sent to them before the onboarding. Um, we also send them the agenda for the onboarding. Um, so there's, we, I tell them during onboarding, you're gonna need to spend for the first week or two, there's gonna be a bombardment of information we need from you. So expectations are, you need to focus on this. You've signed the contract. Mm-hmm, <affirmative> where we are together working on this mm-hmm <affirmative> and I need your attention. So yeah, just, just know that. Um, and so again, it's all about expectations on both sides. It's not just me. Speaker 2 00:30:40 I like the fact that you, the, the PDF that they get, which explains everything about who you are and the way you work. And then you're gonna repeat some of that on the onboarding call anyway, because people learn in different modalities, right? So you can, Speaker 0 00:30:53 Half of them probably never read the PDF, you Speaker 2 00:30:55 Know, exactly. Like I'm never gonna read the PDF, but I might scan it and I might something might something might, you know, pop out to me and then you say it on the onboarding call. And so we're just repeating ourselves. And Speaker 0 00:31:06 Also don't forget, you get a lot of people that come in midway through the project. That's a problem that we run into too. So you have somebody that starts with you and then a month later they've just hired, oh, they're gonna take over. And that, and that either, I, I usually spend 20 minutes telling cuz they don't know. They don't know how we work now it's brand new. Yeah. So I send them, I resend the PDF and like, if you've got any questions, but I can't stop to have another onboarding call with you. So you're gonna have to catch up. Here's a way to do that. I thought about doing a video for that as well. Like a simple, Hey, you're new to the project. Here's how we work. I think I might need that. Speaker 2 00:31:44 Yeah, because, uh, that's right. They have no idea. And, and they might even be new to the company. Right. They might be new to the organization. And so they're still trying to figure out where they fit into the organization. Then they're in the middle of this new project and they're trying to prove themselves. And they're trying to show that they're relevant. And that's when scope creep, you know, hell meet our new marketing manager who thinks this new project's a terrible idea. Great. Thanks. Well done. Hey for you. Well, Speaker 0 00:32:07 My other company, this is how we did it. I'm like, whoa, whoa. Okay. Yeah, yeah, yeah. That wasn't part of the scope. Speaker 2 00:32:13 That's right. You're in Texas now, sweetheart. <laugh> Speaker 0 00:32:18 We do things differently here. Speaker 2 00:32:20 That's right. Um, and so the walk us through the, walk us through the mechanics, you've got a slide deck, which is what is that is just in Google slides that you, when, when yeah, yes, please. Of course Speaker 0 00:32:33 Queue up here, Speaker 2 00:32:34 Come upstairs and I'll show you my etchings <laugh> please show us the slide deck. And, and then you've got, um, where's the checklist to manage this? Like if you got hit by the bus, right. Mm-hmm <affirmative> uh, we've we've had team members hit by bus before. Right. So I don't think that doesn't happen. We have had team members hit by bus. If you get hit by the bus. And, and Pete rings me and says, Troy, you've got onboard a new client for Hawkin a cuz she got hit by a bus. I'm like, all right, man, I'm gonna dive in like, where's the checklist that tells me what to do Speaker 0 00:33:01 Right now. It's in process street because um, okay. Yeah. Process street allows me to fill information at the very beginning. And then it populates later on down the process. Yeah. So emails that get sent out, all that good stuff. And I got checklists and there's a lot of, um, automation that goes on if we do this, another checklist kicks in, you know? So for example, we use term gin, right. But there's a bit of a process for that. So if they, if they have bought term again in, we check it a new term again, process kicks in and it got, it, got screenshots on what to do next. So that if I, I could truly never do onboarding I'm actually my project manager does onboarding right now. I just do the, got it. I just do this. I just show up. Speaker 2 00:33:40 Okay. You just show up and you're the and dancing. Excellent. So, so show let's, let's dive in. Let's have a look at your screen for those of you who are listening to this as a podcast, by the way, I keep telling you to join the digital Mavericks Facebook group. And here's why, because we share why mm-hmm <affirmative> because we share screen and we show stuff. So come and hang out in the Facebook group, watch the videos, have a look at our beautiful cameras and lenses and uh, make fun of us. And then you can also, uh, see what happens when we share screens. Speaker 0 00:34:06 That's right. Okay. So, um, let's see. Are we showing it yet? I don't think we are. There we go. Speaker 2 00:34:11 There we go. Look at that kickoff meeting. Speaker 0 00:34:13 It is our kickoff meeting. So, um, and this is a, this is a slide deck I'm using canvas. This is not, Speaker 2 00:34:19 I love can so much, Speaker 0 00:34:21 Right. It's the best, best thing, cuz I'm constantly in here tweaking and editing this. Yeah. I just did it this morning. I rearranged it. I love it. You know, I don't spend a lot of time on every single thing. So I've got an agenda Uhhuh. Um, cool. And I've I show the team, you know? Wow. They, they visually seem, can see who is the person that they're talking to and sending messages. Speaker 2 00:34:43 Right. Speaker 0 00:34:44 And we do, first thing is the scope of work. That's something we, first thing we do is this is what we've agreed on. We talk about teamwork. So this is how we communicate internally. Right? So I go through that process. I've got screenshots. Cause most of them probably gonna use their phone. Um, and I thought about another, uh, section here. I might open up teamwork for them cuz it, it, we used to use like a, a spreadsheet of the things we need from them. But as people have gotten a little bit more tech savvy, uh, I don't have a problem anymore, opening up teamwork and just letting them see their own list inside teamwork. But I talk about that. I talk about expectations on how you communicate with us. You have to use your company email address. Mm-hmm <affirmative> you cannot email me. You, you can, but all I'm gonna do is forward it into teamwork. Cause mm-hmm <affirmative> we don't, I don't work in a vacuum. I have a team. I have people that need to know what you are sending me. I can't, I'm not looking at my, so you, you have to use teamwork. We talk about the customer dashboard that we've created for them, all the things that we talk about, all the links and the emails, everything like that is all in our project dashboard. So wow. It is an, Speaker 2 00:35:55 And is that all teamwork is, is, is the customer dashboard in teamwork? Speaker 0 00:35:59 It is actually a notion. I created a special page inside notion because it was, um, uh, there's too many things. It's a little difficult in, in teamwork to, to build something like this. So yeah. Uh, we do talk about data requirements. These are the things I'm going to expect. You need to start collecting. Hopefully we can do it right then and there. That's what I try and do. Mm-hmm <affirmative> so if you have your domain name, great. Let's get that right now. Mm-hmm <affirmative> do you have your CPA? Great. Let's get that right now. Mm-hmm <affirmative> um, and we just do, if they don't well, well I explain to them, please don't email me your logins and password, please. Don't throw it in your body of your email and explain security and how we're very security conscious. So I'm always talking about our process. This is how we work. Yeah. And we do it for a reason it's to protect you it's to make sure you get the best product possible. Yes. So I don't just do this willing, love it. I do this to protect you. So we talk about it's Speaker 2 00:36:55 So good. Speaker 0 00:36:56 Yeah. We talk about Speaker 2 00:36:57 The, can I, can I just come sit and interject here? The reason I love this so much, right. Is because this shows them that. So this is confidence. Mm-hmm <affirmative> this is strength. This is experience. This is years of experience, right? Mm-hmm <affirmative> it shows them we have a process, right? Mm-hmm <affirmative> so it's best. If you just shut up and do what we say, because we know what we are doing, right? Yeah. And right from the get, go. If this is the first, like this is onboarding, we're gonna walk through the slide that can show you how we work. I would instantly go awesome. You guys know what you're doing? That's why I'm paying you. I'm in good hands. I feel like I'm in good hands. I love this so much. I Speaker 0 00:37:36 Haven't seen you. And again, let's pushback later on, cuz I've already established my expertise at this point. Like I know what I'm doing here. So I am more than happy to hear feedback from you and your recommendations we'll have that conversation. Yeah. But, and, and if that's something you really wanna do, I'll do it. But yeah. Walking him through this establishes that. Um, yeah. I know what I'm doing. Yeah. Um, we talk about timeline. I don't specifically say we're gonna deliver on this day. I talk about timeline in a sense that these are the things that are going to happen. But at the same time, it is dependent on you getting content to us, getting access to certain things so that timeline can change based on what, on you. So it's important. Yeah. Mm-hmm <affirmative> um, we talk about delays that's again, I reiterate the delay issue <laugh> you know, and I have a policy. Speaker 0 00:38:23 If, if I don't hear from you in 10 business days, then we will archive your project. <laugh> we'll let you love know if, if you disappear on us, I don't have time to constantly send you updates and stuff if you're not gonna talk to us. So yeah. Just tell me, tell me you're in the hospital. <laugh> or, or your just quick email, Christina. I can't I'm I can't do this right now. That's fine. Yeah. We'll just we'll hold off on it. We're not gonna, you know, that's cool. We'll do it. We can on our end. And then I also, oh, there's no free refunds. <laugh> Speaker 2 00:38:52 Yeah, we don't that's right. If you, if you change your mind and go missing and decide you wanna go and live in a year, that's fine. But we are not giving you your money back. Right. Because that's right. Speaker 0 00:39:01 Love and I, I explicitly say that now, too. It's yeah, I don't dance around that anymore. That's yeah. There's no refunds. Um, yeah, I do. We talk about site maps. What to expect, depending on the complexity of the site map, you know, something would be simple. Now this was a new thing that I just added the, what we need section mm-hmm <affirmative>. So one of the things that I'm trying to do in my own mindset is I'm not a web designer anymore. I am a digital marketing consultant. So mm-hmm <affirmative> if we do a lot of things, now I try and plant in their minds. They may have come to me, you know, just to build the site and do some care plans, but I kind of wanna plant in their minds, the other things that we can do for them. So I kind of go, so we're doing web development. Um, but I know this other stuff is here, but we'll just skip through that because you're not there yet. Speaker 2 00:39:50 Mm-hmm <affirmative>, <laugh> nudge, nudge, wink, win. Speaker 0 00:39:53 You're not there yet. You're not ready for this yet. When you're ready, we can talk about it. So we talk about content and I, we have a content checklist that we go through and I talk about specifically what we need, the questionnaire. I usually open this up. This is the point where I open it up and I start going through. It's just a simple Google lock. Yeah. All the little details. It's a bit of a discovery, but it's just more of a fact gathering kind of thing here. Um, we've got, now, this is where I go. We're not doing SEO for you. So we'll just get that. We're not doing any pay that. So we'll skip that to mm-hmm <affirmative> um, we do reputation management. This is what it looks like, but we're not doing that right now. <laugh> mm-hmm <affirmative> so it's just, it's just my way of just kind of, we do these things. So Speaker 2 00:40:38 Yeah. FOMO planting the seed for later on, later Speaker 0 00:40:41 On. Yeah, I do talk about care plans. That's a whole other side of expectations is the care plan, but mm-hmm <affirmative> care plans are always discussed throughout the project from the propo. From the minute we have a conversation of discovery and proposals all the way through this is care, plan, support, care, plan support, cuz this mm-hmm <affirmative>. This is my bread and butter at, at this point. Yep. Um, now this is also rather I do give them expectations of them. This is what I expect of you. I expect your content and photos to be in the proper format. I have a document that shows them how to do that. What, um, we talk about branding documents and the kind of documents that we need from there we talk about, I need access to your domain. Registrar. I need timely responses. These are my expectations from you. Speaker 0 00:41:27 I'm not saying you gotta answer me the minute I send something, but I can't go a full week and you not giving us any feedback. It just isn't gonna work. And we talk about staging feedback. I can't tell you how many times we deliver staging in like three weeks go by. And we haven't heard from them. Mm-hmm <affirmative> and just so you know, I don't wait to go live to get paid. Um, we send an invoice two weeks after we deliver a staging site mm-hmm <affirmative> um, and then I ask them about their expectations of us. And this is where I like this because I just kind of get it's their opportunity to talk to me about what's what they're expecting to happen, what they hope to happen. Um, and so that every again, everybody's on the same page, Speaker 2 00:42:08 So good. Speaker 0 00:42:09 Then we have what's next right now. It's these are the things that are gonna happen next. And then just, uh, sometimes we schedule a discovery at this point. Um, if we need, if they're doing more custom, you know, got it. Content and all that, and then it's big old. Thank you. So Speaker 2 00:42:25 Awesome. Yeah. Love, uh, with some team pictures of you guys on zoom. That's great. Yeah. Awesome. Hey that's that is, that is ladies and gentlemen. Speaker 2 00:42:35 Oh yeah. Round of applause for Christina Hawkins, the pro sea told you she's the process queen and she's called the process queen for a reason. Oh, by the way, I don't, I know this is kind of obvious, but if you like, my team are always telling me, dude, you need to tell people what we do and how we work. If you wanna come in and get some coaching from us, Christina and the other coaches, and how to set this stuff up for your business, just jump on a call and chat with our team and we'll figure out the right program to put you in because this is what we do. We help agencies grow their teams, grow their revenues, sort out their processes become more profitable. Um, what does your team look like these days? How many on the team Speaker 0 00:43:10 Nine, including me. Speaker 2 00:43:12 And where were you when you started with us? How many were on the team when you started with us? Speaker 0 00:43:17 Me and a VA. Speaker 2 00:43:19 Wow. Was it? And what do you, uh, what do you spend most of your time doing now, compared to where you were even three years ago in the business in terms of like your activities and, and your role? Speaker 0 00:43:31 Yeah, definitely a lot more leadership stuff. Um, which I never thought of myself as being, so there's a conversation, a lot more meetings with the team about what to do next and here's a problem with the client and all that. So, um, I would love to step away from that and have an operations manager. I'm not quite there yet. Um, I still do the PPC and the SEO work. That's still me, but I have a content writer and uh, an account manager, a project manager, a care plan manager, three devs, yeah. And three devs. Wow. And still a VA Speaker 2 00:44:04 And a Partridge in a pair tree. Now, do you like doing, do you like doing the SEO and the PPC stuff? Speaker 0 00:44:10 Yeah, I do, but I need, I, I need to find somebody I need to, right. I need to step away from that because it's, it's, uh, it's a lot of busy work. The, the beginning is great. I love the strategy of it and I love learning all the tools on it, but there's a lot of busy work that Speaker 2 00:44:24 Happens and then it's Groundhog day. Right? Yeah. Speaker 0 00:44:26 Yeah. I really shouldn't tell that anyway. Speaker 2 00:44:27 Yeah. I love the idea of building websites for clients. I love logging into a brand new WordPress installation for the first time and it lasts about seven minutes that, that rush. And then I'm like, I'm done someone else. Take this over. I, I haven't got the attention span for this anymore. I just wanna move on to the next person and design the next strategy. Now you couldn't have grown. I know this goes without saying, but I'm gonna say it anyway. You couldn't have grown your team and gotten out of all of those roles, the dev role, the care plan, the copy, all that stuff without having processes in place. Oh yeah. You know, so that your team know what to do. Now. The other thing is that sometimes the process isn't necessarily like, for example, if we hired a copywriter, I wouldn't say, well, great. Speaker 2 00:45:11 Now you're now you you've been hired here as a copywriter. Here's how we write copy, because I'm actually, I'm pretty good at writing copy, but I'm not the best. And we would hire a copywriter because I don't wanna do it. And I'm hoping that they would be better at me, better than me at writing copyrights. So I'm not gonna hire a copywriter and then show them how to write, copy, but I'm gonna show them how we do things here, how we communicate. Yeah. Uh, you know, who our clients are, where they live, how we communicate with our clients, how we communicate internally. And that's the kind of stuff that you have to have process driven because otherwise you just spend your time answering the same question over and over again. Right. Right. Speaker 0 00:45:44 Exactly. Speaker 2 00:45:46 So, so with your, uh, your developers or your care plan manager, I'm gonna make an assumption that at this stage of the game, that they're better at doing their job than you would be because you haven't been doing it for a period of time now. And you're probably a bit rusty. Is that fair to say Speaker 0 00:46:01 100%. I rarely am in there. There's it's just gotten so complicated. Now. I rely on my, my lead developer. Now I just, Hey, Rebecca help. I have no idea what's happening here. Um, and I don't even try and get in there. N I just don't even try it. She is my lead developer. She is my right hand person when it comes to this kind of stuff, but I still, I still, uh, you know, there's still parts of it there. And I'm sure a lot of y'all out there that are listening to this or can relate to this. I still have a perfectionist side to this. So I still feel like I need to get in there and QA the work. Um, I still need to look at the final product before I can hand it out. Um, I know there's some of you guys that might have, um, uh, account reps. I do have I'm training an account rep now, but there's still the side of me that, uh, I can't let it go. I gotta look, I gotta look through it. But when it comes to the inside mechanics, I'm definitely not doing it anymore Speaker 2 00:46:52 Now. Mm-hmm yeah. Uh, love this so much. So your text stack for processes, it looks like you are using process street for kind of checklist stuff, notion for sort of long form documentation and storing, uh, a knowledge base and FAQs. And then other things like Canva for slide decks and Speaker 0 00:47:13 Teamwork essentially is where a lot of we, we hang out teamwork desk for our support and teamwork is, is our primary project management tool. And I, I have to say I I'm, I'm a huge teamwork fan. I know everyone's kind of click up and all this stuff, but teamwork seems to have been growing a lot lately and they've been establishing a lot more. Um, I do like the direction they're going. And what I found out is I, I probably use 60% of it. And, um, from a process person, I'm that again, it's another side to a growing business is getting better reports. So that's, that's something I'm doing more of as well is I we've instituted S so the process for them is I need to know where we are with the, I need to just look at a, a report on teamwork and see overall, I shouldn't have to go project by project by project and ask a bunch of questions. I should be able to go boo and see, see it all and know based on tags and dates and categories and, and all that. I should be able to get that now. So that's something I'm I'm pushing toward is establishing that kind of reporting system. So I can get a high level view of how the company is performing Speaker 2 00:48:25 Great. Uh, the tool, the tool doesn't matter. We, I mean, we are at AANA house. We still use AANA internally for project. Three reason, we like click up is because we can export things to our clients really quickly. So all of our agency, clients who wanna know how to run a Google, my business campaign, for example, or local SEO or whatever we can, or our recruitment process, or our sales scripts, or any of that kind of stuff, we build that out and click up. And then we can export to our clients really quickly through their template center, which is why we use to click up for that thing. Mm-hmm <affirmative>, uh, but we still use Asana internally. I don't think the tool matters. I think what matters more is the process and the consistency of using it. Uh, I, I know people who cannot stand Asana and I've had issues with it over the years. Speaker 2 00:49:06 Max loves it. Our team love it. It's grown a lot in the last couple of years. And I think a lot of these tools have had to evolve over the last couple of years because everyone's gone to work from home because of the pandemic and companies who previously never thought about using a project management tool have all gone. Well, now we need something because we can't just shout at each other in the office anymore because we are working from home. So a lot of these companies have had to accelerate their development pretty quickly. Yeah. The tool doesn't matter. No. Um, it's the process behind it. And the consistency of use that matters if I, if we were starting out a brand new agency and we said, Hey, we're gonna start a brand new agency and we're gonna go after this particular industry because we love it. Uh, with the experience that we've got now, what would be the first handful of processes that you would recommend that we get documented before we go and start talking to clients? Speaker 0 00:49:54 Ooh, uh, definitely. I, well, I think, uh, definitely on onboarding because onboarding is crucial to the expectations in gathering the data, um, depending on the kind of agency, cuz you wanna collect as much information up front as possible. So that process of every single minutia detail you can think of, because it's funny how later on you try and find that you don't have it. Where is it? So definitely that kind of data collection process, um, whether that's onboarding a form, whatever you wanna call it. I think also, um, a delivery checklist. These are the things I think these are the things. Well, it goes back to, these are the things that we want the company to be known for. Mm-hmm <affirmative> so we, we want quality work. I know it's ubiquitous the word quality, but we want work that people love, they walk around going. Speaker 0 00:50:47 So how do we, what are the, at least the top 10 things that have to happen to make people love us? Mm. And then you drill down mm-hmm <affirmative> right. So the top 10 steps. Right? So communication. All right. So what does communication look like? Um, if you're building websites, what building a website, what are the things that we have to happen for people to love the website we have? And that's how I think of it when you're starting a new agency or you're trying to figure out a way to start a process is work backward that these are the things that have to happen for when I, when I'm done and this client he's, they're just gonna love me. They're gonna think I'm the knees bees knees. They can't can't enough of me because I've done these, these things. Speaker 2 00:51:33 So you're really starting. Uh, and it's a cliche, but you're starting with end in mind. You're really thinking about the outcome, putting yourself. What I like about this is you're putting yourself in the cloud seat and going, if I experienced this, I would just think you guys are amazing. Yeah. What do we need to do to craft that client experience, but also protect ourselves and get everything that we need to make sure that we can deliver and keep everyone on the same page. Yeah. What's your, we're gonna get a couple of minutes left. What's your process. If someone turns up three weeks into a project and they throw a banner in the works and, and, and they just that you, and all of a sudden they're expecting something that wasn't in your initial scope. How do you handle that conversation? Speaker 0 00:52:12 Yeah, it's funny. Like I said, I've gotta do that. Probably. I, well, the first thing is we have a, we have a phone call. That's just, I, there's only so much you can do on emails and documentation. All that. You really need to pick up the phone, pick Speaker 2 00:52:23 Up the bloody phone. Speaker 0 00:52:24 Yeah. It's just, you gotta have a conversation and say, Hey, listen, here's what we agree to. Here's what's happening. And the thing too is you kind of wanna see it coming. You, you sometimes get the flags before it, it happens like that's what's happening now. We kind of saw this coming. And last week we were like, okay, um, we started a process of things that are going outside the scope. We add a little tag to it that says outside the scope, right? So we're starting to collect things. So tomorrow we're gonna have a meeting with them and like, all right, these are the five things that, that are just, this is just not what we agreed on. We've got a wire frame that we've established. We've got guidance here that we've agreed on the very beginning. And here's it now for me, I need to come up with a solution. Speaker 0 00:53:07 I think that's the other side of it. The process is see, before it comes, establish a way of deciding what specifically is out of scope. What is the solution? You either we're gonna do one, two and three. Yes, we can do it. That's fine. We'll, we'll let that slide. But three, four, and five are gonna cost you 5, 6, 7, and eight. We can't do it. Mm-hmm <affirmative> and we're not going to do it. I think that was a conversation I had two weeks ago with the same client. Like we're not doing that. And they just wouldn't get in their head. That, what do you mean? You're not doing it. We're not doing that. <laugh>. Speaker 2 00:53:41 And what is that? Because you, is that because you don't have the skills to do it, or you just think it's a bad idea for the project? Speaker 0 00:53:47 Uh, yeah, it's a, it's definitely was a bad idea for the project. Um, we have the skills, but it would probably it, they wanted software and I'm trying to reiterate to, I'm not a software engineering company. I don't build SaaS programs. I build marketing tools. What you're asking us to build is a SAS. That's not what this is. If you want SA we need to end the project and you go find somebody else and I'm okay with that. Speaker 2 00:54:10 Yeah. Yeah. That's right. Exactly. With that. Yeah. Yeah. Speaker 0 00:54:13 Terms, expectations. Didn't quite meet here. Yeah. And it's okay. Speaker 2 00:54:18 That's okay Speaker 0 00:54:20 To be with that too. I have to be okay with letting that go. Speaker 2 00:54:23 Yeah. Yeah. We can part ways as friends, it's like getting into an Uber and then saying, Hey, and you pull up outside your house and you go, oh cool. Now can you drive me into state? Yeah. And the guy says, no, dude, I have to go home and see my family. Exactly. You should told me that before you got in the car, you learn to get outta my car. I Speaker 0 00:54:41 Wanna go home. Yeah. Now what we can do is you can request a new Uber and I'll see if we can, maybe on my way to my daughter's birthday party. But you know, we're renegotiating the terms Speaker 2 00:54:50 Now. That's right. It's a different scope. A lot of people, I think a lot of people just get rigged out about this and they get nervous because the client has the money and they're the prize and we need the money. And you know, um, I went through that when I first started out. And then I realized that you just get pushed around by other people and their expectations. Yeah. And that's just not fun Speaker 0 00:55:10 For anyone. No, mm-hmm Speaker 2 00:55:11 <affirmative> Hey, this has been awesome. Thank you so much for sharing the slide deck. That was epic. Sure. Uh, this has been an epic share, an epic share, as they say, uh, for those of you again, who are listening to this, please come and join the digital Mavericks Facebook group. So you can see the beautiful slides that Christina walked us through. Uh I'm. I dunno what you are looking forward to over the next 90 days, but I'm looking forward to coming out to San Diego and hanging Speaker 0 00:55:32 Out. It'd be fine. Can't wait. Can't wait. It's been too long. Speaker 2 00:55:37 It's two and a half years. Two and a half years. Speaker 0 00:55:40 Yeah. Speaker 2 00:55:40 That's Speaker 0 00:55:41 Honestly where a lot of things happen is during those, those side bar. So good. Yeah. They're so good Speaker 2 00:55:46 For, uh, for those who dunno, we are going to San Diego in September for MACOM, which is our conference from Mavericks club members. If you are listening to this and you would like to come along, please reach out to our team, email support agency, because we haven't done this for two and a half years. We are making Mav con available to a very select few number of people who aren't already in Mavericks club. You can buy a ticket, you can come along, you can check it out, uh, kick the tires for a few days, see what we're all about. And then if you do end up joining Mavericks as a result of that, we'll of course credit your ticket price towards, uh, joining Mavericks club. So, uh, email support agency, If you wanna have a conversation with us about that, it is September 12 through 14, uh, in San Diego, uh, in September. Uh, super exciting. Thank you so much for coming on and doing this with us, Christina, appreciate you. And I love the attention to detail and, uh, thanks for being a part of it. You're Speaker 0 00:56:41 Welcome. Thanks for inviting me. It was fun. Speaker 2 00:56:43 All right. Take care. All right, ladies and gentlemen, that is another episode of the agency. How we're wrapped up here in the digital Mavericks Facebook group, please subscribe, check us out on Spotify, apple podcast, wherever you listen to your podcast and share this with anyone who you think might benefit from being around it, we appreciate you. And also let us know what you want us to talk about on the agency hour. And if you have any guests that you would like us to reach out to please let us know in the group. I asked a question in the group yesterday. So let us know in the group, uh, we are going through and co all those responses and we are starting the process of reaching out. Uh, we have a team here, Anna and Aandra and Charmaine, and the girls are reaching out to guests and, uh, filling our pipeline of guests. So let us know what you want us to talk about so that we can make this podcast and this show even more relevant for you guys. All right. This has been super fun. We are right on the hour. Again, this is called the agency hour for a reason. I'll look forward to seeing you again next week until then on Troy Dean by for now. Speaker 1 00:57:41 Thanks for listening to the agency hour podcast, subscribe at apple podcasts, Spotify pocket, audible, and wherever you like to listen, you can catch all of the agency hour episodes on our YouTube channel at Mavericks. Or you can get involved, check out our free digital Mavericks Facebook group, where we broadcast these episodes live for our community every week, along with a ton of free training. We'll see you there.

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