Companies who hire marketing agencies assume your agency can do it faster, better and make their lives easier….is it true?
Episode 20 of The Agency Growth Engine Show is live and if you own an agency, it’s time to check yourself before clients start jumping overboard as you fail to make their lives better.
Do you? Make their lives better that is? Trice Alford has spend much of his career on the client-side hiring and working with agencies and he clears up how agencies can deliver clear communication and top-shelf service with these tips…
1. Streamlined Communication…
- Every agency says “we’re really good at communication”. But very few times have I heard agency “clients” say the same. You need clear, clean and concise communication and reporting. Don’t overdo it. Don’t under do it.
- Make sure they can understand and quickly digest what you send them. They often don’t care about your pages of analytics and reporting. That’s what they are paying you for. Just give them the high level and don’t interrupt unless what you promised isn’t happening.
- Are you meeting weekly with your clients? That’s probably too often and is annoying to your clients. Only meeting/talking once a month, may not be enough? Learn what “meeting pulse” your clients want and figure out what touch points you need in between.
Want to know the right amount of communication is? Ask your clients.
2. Truly Understanding Clients, Their Industry and Goals…
- Start by having multiple contacts in a company and hear different viewpoints so you are satisfying the C-suite and leadership teams, not just your one, internal contact.
- Be involved in the client’s monthly, quarterly and annual goals. Know them, understand them and learn how you can help them reach those goals!
- Speak the industry language and sound like you are the Marketing Director or VP of Marketing in their company. Deep dive into their industry and your clients will love you!
3. Provide Strategic Insights & Proactive Solutions…
If auto-sending reports and then following up to have a meeting to read those reports in front of your client is your answer to client satisfaction, you are grossly failing.
Yes, use the analytics, reports, etc. But provide value that reports cannot give. Convert that data into usable info and show clients how you plan to leverage that data, beat competition and gain more leads, clients and revenue.
Be proactive and come up with creative ideas from those reports, make changes, communicate them and let the client know that someone is navigating their marketing with intent for the best ROI!
These are only 3 ideas on how you can make your client’s lives easier. What other ways can you think of to make them your biggest fans?
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