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Managing dozens of clients at once is a complex operation. As an agency or operations leader, one of the greatest threats is poor communication.
Clients don’t usually leave because the results are bad. They leave because they feel neglected.
To prevent this, we use a simple yet powerful framework: the stoplight method.
What Is the Stoplight Method?
The stoplight method is a color-coded system that gives immediate visibility into the status of every client.
It’s designed for clarity and proactive intervention– allowing operations and account managers to assess client satisfaction without ambiguity.
The 3 stoplight categories:
🟢 Green— The client has explicitly said they are happy within the last 7 days.
🟡 Yellow— There has been communication, but no recent confirmation of satisfaction. This is the default status when we’re unsure.
🔴 Red— There has been no communication for over 7 days– or any member of the team feels the client may be dissatisfied. Immediate action required.
This simple system ensures no client falls through the cracks.
Why the Stoplight Method Works
Clients often leave not because of poor results, but due to a lack of perceived care.
The stoplight method effectively addresses this by offering a real-time view into client sentiment. It ensures that teams stay aware of each client’s current status, allowing them to quickly identify who may need attention before issues arise.
This method also instills a sense of accountability for consistent follow-ups and communication, so no client is forgotten or neglected.
Most importantly, it functions as an early warning system. By the time a client voices dissatisfaction, it’s frequently too late to salvage the relationship.
The stoplight method catches those warning signs early, embedding them directly into the team’s daily operations and decision-making processes.
Who Owns the Stoplight Status?
Following the RACI model (Responsible, Accountable, Consulted, Informed), the operations leader is the “A”– they are accountable for making sure the Stoplight statuses are up to date.
However, the account manager or project manager is responsible for actively managing communication and maintaining client satisfaction. They are the boots on the ground.
Final Thoughts
The stoplight method is a client rescue system. By identifying risk early, it protects revenue, reduces churn, and builds trust.
When in doubt, update the tracker. When it’s red, act fast. When it’s green, confirm again next week.
If your agency is scaling and struggling to keep up with client satisfaction, implementing this system might be the simplest, highest-leverage move you can make.
Dennis Yu
Dennis Yu is a former search engine engineer who has spent a billion dollars on Google and Facebook ads for Nike, Quiznos, Ashley Furniture, Red Bull, State Farm, and other organizations that have many locations.
He has achieved 25% of his goal of creating a million digital marketing jobs because of his partnership with universities, professional organizations, and agencies. Companies like GoDaddy, Fiverr, onlinejobs.ph, 7 Figure Agency, and Vendasta partner with him to create training and certifications.
Dennis created the Dollar a Day Strategy for local service businesses to enhance their existing local reputation and make the phone ring. He's coaching young adult agency owners who serve plumbers, AC technicians, landscapers, roofers, electricians in conjunction with leaders in these industries.
Mr. Yu believes that there should be a standard in measuring local marketing efforts, much like doctors and plumbers need to be certified and licensed. His Content Factory training and dashboards are used by thousands of practitioners.