Just saw our agency's client churn drop to 4.2% and it's a huge red flag

Hit that number after a full quarter. It sounds good, but it's because we stopped firing bad-fit clients. Our team is now overworked and morale is tanking. We're keeping revenue up but burning people out. How do you balance client retention with team health?

3 comments

3 Comments

lucas1591mo ago

Fire the bottom 10% of clients to protect your team's sanity.

karen3681mo ago

My friend's team had this one client who called at 2am for tiny changes, then refused to pay on time. Honestly, it got so bad two good people quit from the stress. They finally dropped that client last month and my friend says the whole office mood changed overnight. Tbh sometimes you just gotta cut the bad ones loose.

the_terry29d ago

Yeah, we hit that same wall last year. We started scoring clients on things like payment speed and how many extra requests they made, then had a hard talk with the bottom few. It was scary but saved our team. Totally get what @lucas159 means about firing the bottom percent. How do you decide which clients are actually a bad fit?