Category: Training

Every time someone tags me in Basecamp, I get two emails for the same message: one for the post, and one for the mention.

Multiply that by dozens of projects, and you’ve just doubled the noise in an inbox that already gets over a thousand emails a day.

I manage 1,000 emails a day. Every unnecessary ping pulls me away from the high-value work that keeps everything moving: strategy, client relationships, training, and developing the next generation of digital leaders.

Tagging me in Basecamp might seem like a quick way to get my attention, but it actually creates friction.

It breaks the system we built to keep communication smooth, focused, and accountable.

If I’m subscribed to a Basecamp thread, I already get the message.

Practice RACI

Basecamp is where we document work.

We always practice RACI:

• R = Responsible (the person doing the work).
• A = Accountable (the person ensuring it gets done).
• C = Consulted (people giving input).
• I = Informed (people who just need to know).

When you tag someone just to make sure they “saw it,” you’re bypassing that structure.

It’s like cutting across traffic because you don’t feel like waiting for the light; it might save a second, but it causes chaos.

We Built Systems for a Reason

We created the Level 1 Guide to make this process easy for new folks and anyone who hasn’t worked in a high-functioning team before. It’s all spelled out, who does what, where updates go, and how to communicate clearly without creating extra noise.

Following these systems is about protecting focus.
Every time you skip the system, you create work for someone else and that ripple effect slows everyone down.

The Bottom Line

Don’t tag me in Basecamp.
If I need to be looped in, assign the task to the right person and let the process work.
If it’s truly urgent, use the proper channels.

We win by running clean systems, not by shouting louder in the digital hallway.

Congratulations, you’ve got your first client!
That’s a huge milestone. But here’s the thing: the easiest time to keep a client happy is before they’re upset. Once things spin out of control, you’re in damage-control mode and that’s exhausting.

When you care early, communicate often, and follow the right process, you won’t have to “save” accounts. You’ll grow them.

Why Clients Stay: Results + Communication

Our clients don’t stay because of contracts.
They stay because we drive real results, and they feel cared for.

Retention happens when you:

1. Deliver results consistently through the MAA process — Metrics → Analysis → Action.
2. Communicate clearly every week, no matter what.

We don’t hide behind a one-year lock-in. Clients stay with us because they want to, not because they have to.

The MAA Process (Metrics → Analysis → Action)

This isn’t just another framework or template; it’s a mindset.
Every week, you’ll move through these three steps:

1. Metrics: Gather the numbers. What happened?
2. Analysis: What do the numbers mean?
3. Action: What will we do next?

It doesn’t matter whether you’re running Google Ads, Facebook, SEO, or content. The same process applies everywhere.
Your goal? Drive more qualified phone calls that lead to real customers for your client.

The Power of the Friday Report

Every Friday (or Thursday if you’re ahead), send your optimization report.
Even if you don’t have big changes to announce, your consistency shows you care.

Clients should never wonder, “What’s happening?”
The moment they stop hearing from you, they assume you’ve stopped caring. And that’s the #1 reason clients leave, not bad performance, but lack of perceived care.

If you’re sick, traveling, or have weak Wi-Fi, still message them. Even a quick “Hey, I’ll send the update tomorrow, just want you to know I’m on it” goes a long way.

Handling the Unexpected

Stuff breaks, websites crash, ads stop running, Google updates happen.
That’s life in digital marketing.

When things go sideways:

• Don’t panic.
• Triage. Figure out what matters most.
• Communicate. Tell the client what’s happening and what you’re doing.

Most clients are understanding, especially compared to their last three agencies that ghosted them or sent useless, automated reports.
When you care, analyze, and take action, you stand out instantly.

Learn Before You Lead

You’re part of a team now, and eventually, you’ll lead one.
But before you manage others, master the process yourself.

Do the work first. Learn the system.
Then, when your teammates get stuck, you’ll know how to guide them.

That’s how we grow.

Why Feedback is Gold

Weekly reports aren’t just for clients; they’re feedback loops for you.

Sometimes clients will say:

“This looks awesome, great job!”

Or even:

“Turn the marketing down, we’re booked out for two weeks!”

Other times, they’ll raise concerns. That’s fine too. It keeps communication alive and helps you improve faster than any course ever could.

Keep Optimizing

No one ever becomes “done learning.”
Even the most experienced marketers keep refining how they use data and tools.

Treat every week like another rep in the gym, small, steady improvements that add up over time.

Remember: you don’t win by sprinting. You win by showing up consistently.

Final Thought

Client success isn’t about being a “guru.” It’s about being reliable, thoughtful, and proactive.
Do what you say you’ll do, communicate clearly, and improve week after week.

That’s how you build a career. That’s how you make clients stay.
And that’s how you win, one Friday report at a time.

Do you have a client or project where you want to get serious results, beyond what you can handle alone? Then you need a system, not just motivation.

Most coaches, authors, and entrepreneurs think success comes from believing in yourself, buying another course, or praying harder. But belief without structure is like trying to fly without an airplane. Boeing doesn’t flap its wings, it assembles a 747. You need a team, a process, and a repeatable system that scales.

That’s what the TEAM System (also known as the Success Tracker) is for.

What the TEAM System Is

The TEAM System is our framework for running client campaigns using the Social Amplification Engine (SAE) and the 9 Triangles principles.

It’s a six-phase process that organizes every campaign into measurable steps, giving account managers a clear roadmap from onboarding to optimization.

Whether you’re an agency owner or a solo entrepreneur, this structure keeps you and your clients aligned and it ensures every meeting, deliverable, and decision drives results.

Each TEAM System document includes:

— An Executive Summary (a mini business plan for the client).

— Clear Goals, Content, and Targeting (GCT).

— Ongoing Metrics, Analysis, and Action (MAA).

— Transparent Getting Stuff Done (GSD) progress tracking.

The Phases of the TEAM System

1. Strategy: Collect GCT (Goals, Content, Targeting)

Before any kickoff call, you must collect the client’s GCT.
Without it, you’re just talking randomly.

We use our own form to gather:

• Goals: measurable business outcomes.
• Content: assets, stories, and videos.
• Targeting: audiences, locations, and channels.

2. Site Position: Quick Audit

Check how powerful the client’s web presence is versus their goals.
Combine GCT with:

• Website analytics.
• YouTube data.
• Google Business Profile insights.
• Conversion tracking.

This identifies gaps between the client’s intent and their infrastructure.

3. SEO Stats

Forget being in “300 directories.” Focus on Google.
Use your SEO quick audit to check how visible the client is where it counts: search, maps, and reviews.

Our SEO 101 course covers how to interpret rankings, listings, and keyword performance without chasing vanity metrics.

4. Ads

Look at their campaigns through the MAA lens:

• What’s the objective?
• What’s the data showing? (link clicks, video views, etc.)
• What actions are needed next?

This is where we transition from auditing to executing.

5. GSD (Getting Stuff Done)

Every week, document three things:

1. What we’ve done.
2. What we’re doing next.
3. What we need from the client.

These updates go in the TEAM System tracker and tie to Basecamp or your project management tool. This prevents “lost” updates or meetings that go nowhere.

Each quarter, update your TEAM document to reflect progress and new opportunities.

6. MAA (Metrics, Analysis, Action)

This is where data meets accountability.

For every campaign, ask:

• Metrics: Are we hitting the goals the client defined?
• Analysis: Why or why not?
• Action: What changes next?

Without this cycle, you’re just reporting, not improving.
The best account managers diagnose like doctors, reviewing the client’s chart (data) before every call, not winging it.

Why This System Works

Because it removes randomness.
Clients can’t derail you. You’re never caught off guard. You always know:

• What the goals are.
• What content drives results.
• What actions move the needle.

It’s efficient, scalable, and repeatable.

Conclusion

The TEAM System (Success Tracker) is your marketing operating system.

It creates alignment between vision and execution. It ensures no meeting is wasted, no opportunity is lost, and every campaign improves quarter after quarter.

Whether you’re managing one client or fifty, this framework keeps you in control, your clients confident, and your team accountable.