[Tim Kahlert]

So when the Facebook group was stolen 2 months ago, I suddenly had a lot of free time.

Which is why I started an actual agency to sell GBP services.

Now, 2 months in, and I can say, I learned a lot.

Here are the things I learned about setting up an agency and providing Google Business Profile services.

• Set up a GBP agency account and add clients into groups. Create a new group for each client, send them the group number to add you as a manager instead of inviting them as a new manager - This caused a lot of trouble because Google would display an error message if the client was invited. (not sure if it is a glitch or purpose)
• Let someone go through your SOPs who is not an expert but also not a total marketing rookie. This will give you insights into whether you can use the SOPs with potential future employees. Assign someone to update the GBP SOPs every 3 months, and add an edit date.
• I wanted to start with a higher-priced one-time offer, then switch to lower monthly services. Now, I think this is BS because some clients thought they would see results after this first month. Each profile needs some time to rank and continuous work to reach and maintain stable visibility. Obviously, some see results within days, but others might take months. An affordable monthly service is recommended.

Here are a couple of things that might help you additionally:

• Payments are always upfront. Your clients charge their customers upfront, and so should you! Every online SAAS works like that, every productized service, everyone charges upfront. Period. You don’t want to chase your money. Everyone who complains about someone not paying is their own fault.
• When payments stop, work stops. Don’t work for free! Do you think your client would?
• Give money back if the client is not satisfied with your service. It’s usually not a client’s rational decision to ask for a refund. Often, the issue is related to how we communicate and what clients feel. Obviously, if the client can’t afford your nonsense services after a couple of months, they will cancel anyway. Give a refund because why would you want a dissatisfied customer who will cost you way more in the long run? Happy or at least not mad people are generally a better outcome for the world.
• Keep a record of your contracts, agreements, goals, etc. That will save you a lot of headaches.
• Ask your clients regularly if they need anything. This is your biggest upsell opportunity if you want to increase customer value. You don’t have to, but acquiring a new customer typically requires more effort. And clients are usually happy if someone they can trust do the job. Finding someone else is often a pain. (as you might know yourself)
• Don’t guarantee results. You can’t! Even if you refund the money when you can’t keep what you promised you’re still wasting a client’s time, who would not have signed up with you without the promise. And if you need to promise results to sign deals, you might be in the wrong industry.

Thank you!

Please let me know if you have anything to add.