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My client reporting format was killing our retainer, a 9am call proved it
For 2 years I sent monthly PDF reports with every metric under the sun. Last Tuesday a client on a $2,500 retainer asked me what the bounce rate meant and why it changed. I froze, realized I had no idea either. I was just dumping data to look busy instead of showing them what their money bought. Switched to a one page summary that answers 'did we make more money this month' and the next call went 10 minutes with zero confusion. Has anyone else rebuilt their reporting around a single business question instead of a dashboard full of vanity stats?
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torres.thea1mo ago
So when the client asked what the bounce rate meant, did you actually tell them you didn't know? Curious how that moment went down, because that's usually where the real shift happens. And how did you land on "did we make more money" as the one question, was that their idea or yours?
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