Argh. You just finished a call with another unhappy client, trying to smooth things over.
You promised them free work to keep them happy, but that’s going to make the overall project unprofitable… and now you need to break the news to your team.
What’s going on here? The truth is, you’ve made a key agency management mistake. You’re putting clients first, at your agency’s expense.
When you make that choice, the outcomes are predictable—unprofitable work, low team morale, and stress levels through the roof. So how do you turn things around? The key is to shift your priorities.
This is a guest post from Joe Olsen. Joe is the CEO of Rova, an agency growth tool, built by agency veterans for agencies. With Rova, dubbed The Client Services Engine, empower your agency team to manage, measure and grow strategic client relationships. You can get in touch with Joe on Twitter and LinkedIn.
Let’s start with a fact. Successful agencies create revenue through the ability to generate profitable business with new clients but also within current relationships. Show me your New Business and Client Services team, their processes and tools, and I can tell you how far you’ll go, your capacity for growth and your ability to thrive in this cutthroat industry.Read More
Omnichannel marketing presents consumers with one clear, unified message across all platforms. Whether your client’s target consumer is on her phone, her laptop, or her couch with the TV in front of her, an omnichannel campaign will reach her. The idea is that each platform provides lift to the others, increasing user engagement, brand awareness and, of course, sales.Read More
It’s the absolute worst part of agency life; it’s the he-who-must-not-be-named of the marketing profession. Losing a client, however, is sometimes inevitable. Maybe the client wasn't a long-term fit for your custom services, perhaps the business was facing its own fiscal troubles, or in some cases, it couldn’t handle gro…Read More
Client deadlines. Two words that can make you break out in a sweat without proper planning.
To paint a picture: it’s the first of the month and the to-dos keeping piling in. You sift through them one-by-one, but they never seem to end. It soon becomes difficult to imagine how you will accomplish each one by its respective deadline.
As you know, meeting client deadlines is a vital piece to agency operations, but getting there can be tricky—especially when juggling multiple accounts.
So how can you ensure deadlines are met, and team members and clients are satisfied?
Let’s look at some best practices for success.Read More
How can agencies show value, impact performance and become indispensable to clients? The first 90 days of a new client partnership set the stage, instill confidence in the agency-client relationship, and ensure a positive tone for the future of the account.
The objective for our first 90 days: accelerate our transition from a value consumer to a value contributor.
Often times, the agency-client relationship begins and ends with the value your team brings to the table. We all know it: those teams that produce amazing work, bring creative ideas to the table, and foster deep relationships built on a foundation of respect are invaluable.
So how can agencies put theory into action? How can we as business partners accelerate the time from value consumer to contributor? Below is an excerpt from a larger running list—Marketers: 101 Ways to Add Value—with tangible tips for making your team indispensable to your clients.Read More
Client calls, internal regroups, big idea brainstorms—we spend a lot of time in meetings.
While, ideally, each one would be carefully planned in advance to be impactful, this isn’t always the case.
More than $37 billion in overhead is wasted each year in unproductive meetings. Even worse? This number continues to grow. Collectively, 15% of an organization’s time is spent in meetings, a number that has increased every year since 2008, and employees say that only 45% of their time at work is spent completing primary job duties.
The solution? Get proactive about saving your agency money and your team time. Ahead of pinging your co-workers’ inboxes and calendars with a meeting notice, draw up a robust agenda that prioritizes purpose-driven results and efficiency.Read More
Have you ever stopped to wonder what would happen if you had to step away from your agency for three months unexpectedly?
For some, I’m sure this brings images of the apocalypse. Perhaps you’re the agency owner who has your hands in everything from operations to sales to account management, or maybe you’re an account manager who prides yourself in your ability to tackle all client requests and projects singlehandedly.
And while some may view this irreplaceability as a badge of honor, the reality is that it’s often a sign that they’re failing to fulfill their most important role: leading.
The best leaders make themselves redundant. Here’s why.Read More