How Genuine Empathy Can Reduce Agency Churn Rate

<p>Is your leadership style genuine and sincere? Do you have empathy where your team is concerned? Do your clients display empathy for their end-users? When Lonn Shulkin first started working at <a href="http://bamstrategy.com" target="_blank" rel= "noopener">Bam Strategy</a>, they had just lost their biggest client and were in the process of pivoting and taking the opportunity to shift their focus to find their ideal customer. Eleven years later, Lonn is now the CEO  at Bam Strategy and is dedicated to motivating consumer behavior through strategy, media, platforms, and creative initiatives. He sat down with Jason to discuss how they went from losing their biggest client to getting to eight figures, how they started building their sales team, and how empathy has helped them increase client and employee retention.</p> <h2>3 Golden Nuggets</h2> <ol> <li><strong>Building their sales team.</strong> Losing a client that represented 70% of their business meant the agency had to find a way to pivot and use that experience with a global client to diversify. After realizing what they were great at, they got specific on who their perfect audience was and then focused on the business development side to build the sales team around that.</li> <li><strong>Investing in leadership.</strong> This agency has been able to <a href="https://jasonswenk.com/agency-employees-leave/" target="_blank" rel="noopener">improve its employee retention</a> by understanding that each individual employee needed the time and attention and the effort from them to understand their role in the company. They worked to create an honest relationship where an employee could go to them if they had other job offers and give them a chance to discuss why they should stay. They also started doing more social activities as a group to create bonds and created leadership programs to start building up their leadership practice. Putting in that work results in a culture fit that permeates to all employees.</li> <li><strong>Teaching their clients empathy.</strong>