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303. Stop Churn for Long-Term Client Retention, with Chip Griffin

The Innovative Agency

Release Date: 06/25/2025

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This episode of The Innovative Agency Podcast examines a challenge every agency leader has faced at one point or another: watching a promising new client relationship fall apart too soon.

Today’s guest is Chip Griffin, Founder of the Small Agency Growth Alliance (SAGA), and he’s here to unpack how to set agency-client relationships up for success before the contract is even signed.

Chip candidly discusses why client churn happens more often than it should, and why misaligned expectations are usually to blame. He brings sharp, practical advice on how to ask better questions, uncover what clients really want, and build relationships that avoid scope creep, protect your profit, and actually last.

If you’re looking to turn more of your wins into long-term, high-value partnerships, don’t miss this conversation.

What you will learn in this episode: 

  • Why churn remains one of the greatest threats to agency profitability

  • How to set client expectations before the contract is ever signed

  • Why being genuinely curious can position your agency as a true expert instead of just a vendor

  • The hidden risks of focusing on vanity metrics instead of KPIs that matter to your clients’ business goals

  • How the “handoff” from agency owner to account manager can make or break early client rapport and trust

  • The role of client responsibilities in successful outcomes, and why agencies need them spelled out in every scope of work

  • The surprising upside of embracing project-based relationships over traditional retainers

Bio

Chip Griffin created SAGA to help agency owners build the businesses that they are happy to own. As someone who has owned an agency himself, he understands the challenges and opportunities his clients see every day.

Resources: