How Victory Media Regained Stability and Scaled To Achieve 96% Retention

Victoria Medina built Victory Media from the ground up, leveraging her background in aesthetics to help med spas succeed online. Personal connections and trust were at the heart of her agency, and she wanted to maintain that as she grew. However, when she found out she was expecting her first child, she realized she needed to bring in extra support to keep the business running smoothly during her leave.

Relying on advice from fellow marketing professionals, she hired a Virtual Assistant from a social media group to assist with client management. Victoria admits that she was new to hiring and wasn’t quite sure what she was doing but knew it just needed to be done. But what seemed like a practical solution quickly turned into a major setback once she went on leave.

Challenges

11 weeks into her leave, a total of 8 long time clients cancelled their services. This was startling as her agency experienced little to no churn prior to this. While this number may not seem big to some, it was alarming to her because she only had 23 recurring clients at the time! 

What went wrong? Well without a proper cancellation process to collect feedback she could only rely on her Virtual Assistant’s word which was that people were concerned about Victoria being gone. 

She was devastated as a new mom wondering how she was going to keep her agency going without the ability to take breaks or go on leave. 

She personally decided to reach out to the clients who cancelled in an attempt to reconcile. After talking with a few of the cancellations she started noticing a pattern. Clients were concerned that her Virtual Assistant wasn’t able to answer their marketing questions, explain the current marketing updates, strategies or results without Victoria on the weekly/biweekly calls. To make matters worse delays in communication caused additional frustrations as it sometimes took days for some clients to get even a simple response. 

• Client Churn: 8 out of 23 clients canceled services within 11 weeks of Victoria’s leave—nearly 40% of her business.
• Trust Issues: Clients were uncomfortable with the VA's ability to address marketing strategies and performance insights in Victoria’s absence.
• Communication Gaps: Delayed response times and lack of proactive client engagement led to frustration.
• Burnout Risk: Victoria was forced to return to work earlier than planned to prevent further losses, realizing she couldn’t continue managing everything alone. 

Solution

Victoria knew she couldn’t afford to take another risk with hiring, so she turned to us for a solution. We placed her with Luciana, a former esthetician who pivoted into digital marketing during COVID. She brought her expertise in demand generation over to Victory Media.

Luciana’s background gave her an immediate advantage. She understood the aesthetics industry, could communicate complex marketing strategies effectively, and was proactive in addressing client concerns. This allowed Victoria to fully delegate client management with confidence.

Results

• Client Retention: Luciana maintained a 96% retention rate across all accounts post-sales.
• Scalability: With a reliable client management process, Victory Media expanded to 55 active clients.
• Operational Stability: Monthly client churn was reduced to an average of 4% or less.
• Work-Life Balance: Victoria no longer had to be the sole point of contact for clients, enabling her to step back without risking the business.

A Word from Victoria Medina

"I thought I had to do it all to keep my agency afloat, but working with Luciana showed me that the right hire can change everything. Luciana restored trust and stability in my business."

By finding the right talent instead of just a generalist, Victory Media was able to rebuild client trust, scale sustainably, and create a foundation for long-term growth. Thus proving that the right team is essential to agency success!

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