You know how it’s like running a marathon while juggling, right? Juggling clients, that is.
In the bustling world of agency management, navigating the client relationship can often feel akin to a complex dance. It requires agility, responsiveness, and the ability to anticipate your partner’s next move. Yet, one of the most powerful tools at your disposal is often overlooked—communication.
For agencies, open and effective communication channels with their clients can be the difference between orchestrating a successful project and stumbling through a performance ruined by missed cues and misunderstood intentions.
According to the Agency Edge Research 2023, more than 70% of clients cited ‘Regular Communication’ as an important factor for continued work with their agencies.
Agencies, Here’s Why Upbeat Chats With Clients Really Matter
- Effective Client Conversations
So, here’s the deal—as agency owners, we shouldn’t just be order takers. We need to strike up quality business chats, not just tick off to-do lists. It’s about asking the right questions at just the right moment.
74% of clients feel that agency owner scheduling a meeting with them to understand what improvements they could make would positively impact their opinion about the agency.
Reading your clients like a book—their attitudes, their behavior, and the queries they shoot back at you—can give you a ton of insights into their expectations and satisfaction levels. The bottom line? Keep the conversation flowing.
- The Two R’s: Responsiveness and Responsibility
Now, onto the next bit—the two R’s, responsiveness and responsibility.
When clients raise questions, it’s crucial we’re on the ball with our responses. Regular catch-ups, particularly in those early project stages, can reassure clients we’re not only on the ball, we’re hitting it out of the park.
67% of clients feel scheduling weekly check-ins would
positively impact their opinion about the agency.
Checking in isn’t just about task updates; it’s about building solid client satisfaction and a relationship built on trust.
- The Art of Making Recommendations
72% of clients say they trust the guidance and recommendations provided by their agencies.
In order to stand out, agencies need to evolve from order takers to proactive partners. It’s about putting on our thinking caps and making quality recommendations based on our deep understanding of our client’s needs and the latest industry buzz.
% of clients say their organization is interested in any new services their agencies can offer them and it was a driving factor for 25% of clients when they purchased an additional service.
This proactive approach can demonstrate our expertise and commitment to the client’s success, thus enhancing the client-agency relationship.
- Emphasizing In-person Meetings
62% of clients feel having in-person meetings to discuss milestones, progress, and other project details would positively impact their opinion of an agency
While virtual communication tools have become indispensable in today’s business world, nothing beats a good old-fashioned face-to-face meeting. Such meetings can build rapport, foster trust, and lead to more effective communication. They give us a chance to thrash out complex issues, brainstorm killer ideas, and solidify our partnership with clients.
- Soliciting Client Feedback
More than 60% of all clients find it important to have a formal feedback process in place.
And let’s not forget about feedback. It’s crucial we check in with our clients regularly to get their take on how we’re doing. This kind of input can highlight what we’re nailing and where we need to up our game. Constructive feedback is our compass, helping guide our agency’s growth, tackle issues head-on, and create an even more successful client-agency relationship.
In the vibrant dance of agency-client relationships, communication leads the choreography. From active conversations and regular check-ins to making quality recommendations and asking for feedback, agencies need to harness the power of communication to stay attuned to their clients’ needs. Agency owners, let’s chat more, share more, and listen more, so we stay not just on the stage but in the spotlight of our clients’ minds.