How I Saved Client Relationships

In this Scaling Together episode, Josh and Yesenia break down the exact survey and feedback system they use to improve retention, fix weak spots fast, and keep clients (and team) genuinely happy. You’ll hear how they design questions that lead to action, why NPS alone isn’t enough, and how they turn raw responses into quick, visible changes. What you’ll learn:The survey cadence that reduces churn: onboarding, monthly check-ins, and annual deep dives. How to tailor meeting cadence and reporting to each client (not one-size-fits-all). Turning “ouch” feedback into wins—fast (“surprise & delight” moments and quick fixes). Why NPS is a starting point, not the destination, and the targeted questions to ask instead. The tools they use (simple forms + AI) and why they still read every response. Event lessons learned: speaker fit, brand alignment, and tiny details (like room temp & allergies) that matter. The mindset shift: asking for honest criticism won’t trigger mass cancellations, it builds trust. Chapters:0:00 Intro & why feedback beats assumptions 2:40 Survey cadence (onboarding / monthly / annual) 6:05 Customizing meetings & reports by client type 9:10 “Surprise & delight” and fast fixes clients notice 12:20 NPS vs. actionable questions (what to ask) 16:00 Tools + AI workflow (and why they still read every reply)19:30 Event & brand alignment lessons 22:15 Handling tough feedback without fear 24:30 Action plan for agency owners (start this week)