How do you onboard your automation clients, create the roadmap, and set expectations for retainer clients?
I start with a kickoff call where I deliver quick wins to minimize buyer's remorse, and I always take payment upfront before any work begins - never considering a client 'onboard' until the money is in my account. After receiving payment, I create a detailed proposal that serves as both a sales document and a roadmap. Roughly 60% of the proposal outlines the client's problems, demonstrating my understanding from any prior small project; about 20% covers the proposed solution; the remaining 20% discusses logistics, principally compensation. I typically pitch a large monthly fee - recently moving from $6,900 to around $12,000-$12,300 - and often add a revenue-share component to align incentives, inspired by the idea that sharing upside makes both parties more comfortable and can lead to more money. I discuss performance-based versus flat pricing, noting that beginners should lean performance-based, intermediates may go flat, and experts often return to performance-based because they have confidence in delivering results. Once the client agrees and pays, I invite them to a kickoff call to set communication expectations: I'm highly reachable via Slack (within 15 minutes) and hold daily office hours from 12 p.m. to 2 p.m. PT, plus a weekly strategy session. I ask clients to commit to the same recurring time each week for at least 50 out of 52 weeks, emphasizing consistency so they take the calls seriously and see ongoing value. During each meeting I review wins from the past week, outline what I'll do next, and address any questions or fires, ensuring I always show up with something tangible to justify the retainer. I then follow the roadmap, checking off the 45-plus tasks in order, and optionally sync with the client's project-management system (though I've moved away from using my own ClickUp board as the single source of truth). I also note that other agencies like DesignJoy use shared boards, but I prefer bringing a quick note of wins and next steps to each meeting.
After hiring around 40-50 people for my agency, I've realized I prefer to hire last. The common advice to delegate everything comes from a time when technology couldn't handle much of the work, but today technology gives us leverage, so you can realistically wait until you're making around $50k/month before your first hire instead of $15-20k. Hiring early is often just a band-aid for deeper problems—if you're under $25k/month the issue is usually your systems, not a lack of manpower. Focus on building systems that reduce the work needed to fulfill: automate repetitive tasks like onboarding emails, scheduling calls, and problem-solving via email; design productized offers that take half the effort to deliver (e.g., a form that auto-generates a campaign, scrapes leads, and follows up); create scalable sales flows (a discovery/closing call batched together, a proposal, and automated follow-ups that stop when a deal isn't worth the effort). Make client management discrete—set a daily 8 a.m. five-minute template update instead of letting clients interrupt you on WhatsApp all day. Hiring early means giving up a large share of profit (e.g., a $5k salary is half of your profit at 50% margins) plus management costs and risk; it's better to wait until revenue is higher so the hire is a smaller fraction of margin. I pay a flat salary plus a clear, trackable bonus—staff log it themselves and add it to their invoice—avoiding profit-share or rev-share because they misalign incentives and add overhead. Finally, I only care about deliverables: if someone is intelligent and ambitious they can build their own systems to finish work in fewer hours, and as long as the output is good I don't track hours.
Retainers replace unpredictable hourly billing with a recurring, prepaid service model. For example, if you previously billed 20 hours at $50/hour ($1,000), a retainer might lock in those 20 hours at a discounted rate of $45/hour ($900) paid upfront. This gives you guaranteed income and lets you schedule work knowing exactly how many hours each client will need each month, eliminating the feast‑or‑famine swings of hourly work. The real power of a retainer lies in what you bundle with the core service. Instead of selling just the automation build, you add items that make the offer a no‑brainer for the client: a regular strategy call (e.g., a 45‑minute weekly meeting); unlimited maintenance: you fix any API glitches, server outages, or platform issues at no extra charge; an availability guarantee, such as promising to respond on Slack within 15 minutes between 12 p.m. and 2 p.m. Monday‑through‑Friday; emergency Q&A or training sessions where the client can ask “How do I update this?” and get immediate help; and access to any resources or tools you’ve built for them. These extras increase the client’s perceived value and satisfaction, improve retention, and generate referrals, while they don’t scale linearly with your time — so you can serve more clients without a proportional increase in workload. From a utilization standpoint, clients often use fewer hours than they pay for (e.g., 18 of the 20 contracted hours). You still receive the full retainer payment, meaning your effective hourly rate remains at your baseline ($50/hour) while you enjoy predictable income. Over a six‑month period, a $1,000‑per‑month retainer yields $6,000 lifetime value; after subtracting acquisition costs (say $150 per client), your net profit jumps from $850 on a one‑time $1,000 deal to $5,850 — a margin increase from roughly 85 % to 97.5 %. Working with repeat clients also lets you understand their business deeper, deliver more nuanced solutions, and earn more referrals. Finally, because you’re building automation systems, the value you deliver isn’t tied to your personal time: a system like my cold‑email setup that generated 23 leads last month continues to produce results even when I’m not actively working on it, adding another layer of leverage to the retainer model.
Thanks for the question. Shipping an automation isn't really needed—you don't need to ship it at all because the shipping happens during the building process. You start by talking with somebody who likes what you have to offer, get them on a call, discuss the problems and solutions, do quick math to see how much the problem is costing them, and pitch your solution at a fraction of that cost—usually around 30%. Once they agree, you send a proposal, they sign it and pay you a little money. I like doing a 50/50 upfront and then upon delivery structure for a small intro offer, then transitioning to a retainer fully paid up front at the beginning of each month. After they sign, you need to get them on a kickoff call to walk through expectations, scope, timelines, and confirm the scope again before starting work—this is your point of highest leverage. If there are project problems, deal with them now while you have some of their money and haven't done work yet, rather than at the end when they're holding money out on you. On the kickoff call, you also have them sign up to the necessary platforms (like Make.com or N8N) so they have everything they need upfront and you never have to bug them again for access; the only messages you'll get are positive happy updates. As a Make.com partner and NN verified creator, I get preferential treatment like a thousand free operations via affiliate promo codes, which adds 3‑5% to your margin because they use your affiliate links and trust you as an authority. You have no liability for recurring payments—they take that on. Before the end of the call, you have all the credentials so you never have to bug them again. That's how you actually go about doing the shipping. To find clients in the really early stages of your automation agency, join Maker School.
No—I just get the client to pay for it. When I say pass through, the clients are paying for it. If you want to set it up, you have to do it manually, which sucks. You could update it once a month. If you have their Stripe, you could theoretically auto‑build using Stripe after calculating monthly token usage, but I don't think that's a good idea. The credits don't auto‑build; they stay manual. If you want to do pass‑through, tell the client how much the tokens cost at the end of the contract and then handle it. If you need it ongoing, you need a way to calculate token usage automatically. It's annoying, so I don't recommend it. Snapo thanks me for the free game. I record videos with OBS Studio; zooming or switching views is done live, not in post‑production, which cuts editing time and removes the need to publish to post. I've been building and documenting an automation as well. The fastest way to scale depends on where you are. If you lack demonstrated value, inbound won't work—you need proven results. I've built two agencies, one at $92K and another at $72K, and my agency will soon far exceed those numbers because I've grown the team. I've shown success doing what most people want: starting an agency in the agency space. People want to know how to do that, make money with it, bootstrap, and do cold emails. I'm good at all that, so when I talk about it it's like listening to a bank robber rate his top 10 heists, Lionel Messi rate his top 10 plays, or LeBron talk about dunking. I'm not claiming to be the LeBron of AI automation, but I am the LeBron of AI automation in terms of experience. If you don't have equivalent experience, inbound won't work. Your oldest video is 10 months old; if you've made less than $20K in 10 months (about $2K/month), you'd be better off starting with cold outreach instead of documenting your approach. I hate to say it, but that's the truth. The fastest way to scale really depends on your starting point. Hopefully I've made my point clear. I didn't start with YouTube videos; I made money first, got good at delivering value, then realized I could talk about it for hours, found it affordable to create content, gained authority, and started making videos—and it worked.