Happy Clients Aren't Your Job… - Tim Kilroy
As an agency leader, it's not wise to focus solely on customer satisfaction. Let that sink in.
If your clients are happy with the work being done, they will continue to come back and provide more business. However, that is not the job of agency owners. It's not just about keeping clients happy - it's about improving your team so that they can provide the best possible service to your clients to make them happy.
As an agency owner, you should be focused on being a leader who provides guidance and direction for your team. Investing in the development of your team is essential because it allows them to deliver quality work that will meet and exceed customer expectations. This includes training opportunities, career growth, and tools to help streamline processes and improve efficiency.
Taking the time to coach and motivate your team members will benefit them and ensure that your customers receive a high level of service. This will lead to greater motivation and productivity amongst your workforce.
Listen to Tim Kilroy to learn more about how to focus on improving the agency more than making your clients happy. Here is an introduction from his article in the Agency Growth Book:
"So many agency owners take on a responsibility that isn't really theirs…
They put themselves in charge of client happiness. In fact, they take that responsibility so seriously that they jump into client work in order to insure that their clients are delighted. They might jump in to format a report just so, or make a completely gut-driven campaign change to juice results, or even jump into (aka take over) a weekly check in call and completely change the strategy…all because they want the client to be thrilled with the work that their agency produces.
This fanatical personal devotion to client happiness just might be killing your agency.
Uhhh…what?
You read that right.
Happy clients aren't your job. Your job is to create teams and systems that make happy clients."
As an agency leader, your main focus should be on improving your team and ensuring they have the tools and processes in place to consistently create work that clients are satisfied with. This requires being proactive in assessing how you can best serve them, by being aware of changes in trends, technology and customer preferences. By being mindful of these factors, you'll be able to anticipate their needs and exceed expectations.
Being an effective leader also means being willing to make tough decisions when needed. Building a successful team requires being open to criticism while also being committed to improvement. There may be times when it's necessary to let go of people who are not performing at the level expected or bringing down team morale; this is an important part
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If you've decided to sell your agency, to make the process more successful, you should take a few steps to get prepared before you start. This may include conducting market research, preparing financial statements and developing a sales presentation to showcase all that your agency has to offer potential buyers.
If you've decided to sell your agency, to make the process more successful, you should take a few steps to get prepared before you start. This may include conducting market research, preparing financial statements and developing a sales presentation to showcase all that your agency has to offer potential buyers.
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Creating your vision and planning the journey are essential for long-term success as an agency leader. A clear strategy must be in place to ensure that you are moving in the right direction towards your desired goals and objectives.
As an agency leader, it's not wise to focus solely on customer satisfaction. Let that sink in.
If your clients are happy with the work being done, they will continue to come back and provide more business. However, that is not the job of agency owners. It's not just about keeping clients happy - it's about improving your team so that they can provide the best possible service to your clients to make them happy.
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AI is a game changer for digital agencies. With AI, much of the work that goes into providing a complete marketing solution can be automated in a way that was not possible before. This means digital agencies no longer have to spend hours and days creating campaigns from scratch - instead, they can use AI to quickly design a customized campaign based on a customer's goals and preferences.
Before beginning to build your ideal agency, it is important to pause for a moment and get a clear idea of what success looks like for you. Ask yourself: Why did you start (or join) your agency? How have my expectations been met in reality? What will it take to bridge the gap between now and my ideal future? The answers to these questions will help you to find your path to success.
Cash flow is the lifeblood of every business and agencies are no exception. Without a steady and reliable inflow, it can be difficult to keep up with payroll and other payments, fund your next big project, or plan for growth. Unfortunately, many agencies run into issues regarding managing their cash flow - either there isn’t enough profit to sustain positive cash flow, or collections are unsustainably late.
When it comes to product bundles, agencies have a huge opportunity to scale their revenue. By packaging multiple services together into product bundles, you can make it easy for customers to purchase and increase your average order value. This also drives down your marketing costs and allows you to build complementary products.
The recession (when it starts with consumer spending falling) will be tough on many digital agencies, with companies and clients cutting back on their digital marketing budgets. However, there are steps you can take to ensure your digital agency weathers the recession as well as possible.
As an agency owner, success can seem like a daunting goal. After all, if you are to succeed in your own business, you must manage your client’s needs, juggle multiple projects, and still make time for yourself. But success isn't impossible. In fact, three key factors will help you get ahead: customers, collaboration, and community.
ActiveDEMAND is an integrated marketing platform built for marketing agencies and businesses to help them easily create, execute, and track the engagement of marketing campaigns.
It's no secret that the buyer's journey has changed dramatically in recent years. With the advent of digital technologies, buyers can now do a large amount of their research and purchase planning online before ever engaging with sales reps. As a marketer or business owner, it's essential to understand the buyer journey your potential customer goes through so that you can create content and marketing programs that speak to your them at each stage of the process.
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