Renewal Client Procedure

Update Client Records

Allow approx. 1 hour to complete this per client

• Use this CHECKLIST to mark off renewal action steps below (copies in file to manually complete too);
• Use this OVERALL SITE STAT REPORT to complete general site stats. Particularly useful if you are doing a group of renewals at the same time (copies in file to manually complete too)
• Use this REPORTING SPREADSHEET to record their own stats;
• Use this CLIENT REPORT TEMPLATE to add stats, upload and link to in client report (if this is a client you have renewed before see below under gathering stats)

When client comes up for renewal update CRM records immediately then if you don’t gather stats and report immediately it won’t mess up your renewal automations -

Updating Client Record - Do this on the renewal date

• Go to Contact CRM | Contacts | Overview | check their details
• Change to their new advertising dates
• Ensure they are removed from “Renewed client” or "Renewed client 12 month" List (should have been automatic)
• Then add again to the Renewed Client List (6 or 12 months) - This will start the Automation again for their next term
• Go to their Email tab and scroll to the bottom to check the new Automation has been activated

Calendar Tasks (6 month clients)

Next check renewal tasks in your Google calendar (again this should be automatic) -

For a 6-month client -

• Go to your Google calendar -
  • Check the date 3 months from the renewal date - there should be a mid-term report task already in the calendar
  • Then check the renewal date 6 months ahead - again there should be a renewal task already in the calendar

Only if there aren't mid-term and renewal reminders do the following -

• Go to the date 3 months from this renewal - add a repeating task (custom every 6 months)
• Mark as all day and in description put "https://linku2.co.nz/client-mid-term-report/"
• Go to the 6 month renewal date ahead and again a repeating task every 6 months and in the description put - "https://linku2.co.nz/renewal-client-procedure/"
• Check you are saving in the right calendar if you have multiple

Calendar Tasks (12 month clients)

For a 12-month client -

Do the same except there will be 3 x tasks being after 4 months, after 8 months and then renewal.

Gathering Stats

If this is a client you have renewed previously -

• Go to the client Dropbox folder
• Find and open the word version of their last RENEWAL report (don't use mid-term report as different wording)
• SAVE immediately as a new file
• You can then work on your new document which should have all (or most) relevant links
• Also find and open their last stat reporting spreadsheet and also save as a new file

If a First time renewal

Use the above templates to add the stats. Once you have your files open (client report, stat spreadsheet and a new overall Analytics template if needed) gather stats -

Analytics

For easy links to check stats for each page you can use the links from the spreadsheets if you have opened a previous one for a client.

• Go to WordPress | Analytics
• At the bottom right of the Analytics box click on Source: Analytics. This opens Google Analytics in a new window.
• Top right put in your client custom advertising dates - untick the compare to box if it's showing
• First take a snap dump image of the "Traffic Acquisition" page to use in the report and also note No of Users, Sessions and separate Organic Search, Direct, Organic Social numbers add these in the Analytics and Search Overall Stat Report.
• Then in the left menu go to Engagement | Overview and in the second row, right hand box click on "View pages and screens" and note totals for Views and Event count. Under the Event count tab click the dropdown and also get the No of "clicks"
• Then search for specific pages for the client. Get analytics for client page - use the page name not url - add these stats to the particular client spreadsheet and note No of views, No of users, total event count, no of click events (use dropdown again)
• Search on the client categories and sections and add these stats in their own spreadsheet (if you know you have other renewals with the same dates and same categories/sections make a note somewhere of the stats to save going back each time, can be in generic Overall stat report)
• When searching for stats for a Section put the Section name in with a "/" at the end, eg Property would be “property/” or Sport and Recreation would be “sport-and-recreation/” to get all pages included
• Get hits for the Quick Business Guide (map) page and any other pages they may appear on (eg Features, Community, etc).
• Put all stats in your client spreadsheet template

Search Console

Go back to WordPress Analytics tab -

• Sroll down to search traffic box and click on Source: Search Console link in bottom left
• At top put in your advertising dates
• First note all site stats, add in Overalls Stat Report and take a snap dump image of the stats
• Then search for client page, note stats in their particular spreadsheet
• Then do the same searching for both specific category page url’s and/or query keywords
• Note all stats in the client spreadsheet

(You may wish at this stage to print off your Overall Stat Report if you have a few clients to report to which will save going back and forward for overall stats)

Google Page Rankings

• If you have a past client report you should be able to click on each of the linked keywords to check the current ranking - add into the spreadsheet
• Otherwise for new/different keywords go to Google and get rankings by typing in keywords in the search bar with "Hibiscus Coast" at the start (or other relevant area, eg Orewa) and noting position of Linku2 page(s). Copy the link into your template to add in your client report

Social Stats

• Gather any other stats eg Facebook/other social post stats by
  • Firstly, make sure you are in the relevant profile you want to check
  • Going to Hootsuite | Steams
  • Searching for the client name
  • Clicking on the date of the post you're checking
  • From here you can access all the stats
  • If you can't find a post and you're sure there was one you'll need to go to the social channel and search directly
  • Add stats in your client spreadsheet

Client Reporting

• Once you have all your stats open your stat report and Client word document report side by side and transpose stats into your Client word report
• Save as a pdf
• Go to the website media tab and upload your completed report and copy the url link
• Go to Contact CRM | Client contact | Emails
• Use template "CLIENT - RENEWAL Report Link Template"
• Change any necessary wording and add the button link to your pdf report
• SEND
• Go to Contact Notes & Activities | Add New | Note | Add media and add a link to the stats document (you can then retrieve it from here next time you are reporting for mid-term)

Invoicing

After reporting to the client -

• Go to Xero | Find repeat invoice
• Update with renewal email template, check email wording and BEFORE SENDING make sure it's sending from the correct template and included relevant fund tracking links
• Make sure they are in Client Xero contact group

Finally, go to Hootsuite Social Media schedule add at least 1 x posts for their new term or 2 x for 12 month clients (they may also get other links depending on Features)

This client will now get any standard emails automatically and all you will need to do is to do the mid-term reports and renewal reports when your reminders come up in Google calendar.

If the client comes back and doesn’t want to renew switch to your “Closing Client Procedure”