Remember the saying teamwork makes the dream work? Well, this blog explores the client – agency “team,” and how to achieve a more successful working relationship.
With increases in utilization of AI tools, remote and flexible work, and diversity, it’s vital to understand your client’s expectations and what you, the agency, can reasonably and feasibly provide.
Here are some but certainly not all ways to ensure a more successful client-agent relationship:
- Focus on client needs. Duh, right? Not at all. Make sure you maintain a focus on empathy, compassion and support during interactions with your client. This shows your client that as an agency, you care and are passionate about what you can provide or offer. Tip: Do not treat this relationship like a transactional one. Treat it like the relationship you’re building.
- Ensure a smooth, easy and streamlined onboarding process for clients. Don’t become complacent or make this process difficult for your clients. Both parties should understand the plan/strategy and have discussed the process in detail and length. This helps ensure that expectations are met and provides a smooth and streamlined experience for your clients.
- Set realistic, achievable and measurable goals that provide crucial insights. Then deliver on those commitments by utilizing analytical tools like Google Analytics, Matamo Analytics, Adobe Analytics, etc. to gain key insights. Try using a method for goal tracking like SMART, whose acronym stands for specific, measurable, attainable, relevant, and time bound.
- Stay up to date on the latest tools that may help improve performance. Clients rely on their agency relationship to be the expert in their field. Regular professional development ensures that you’re always up to date on the latest platforms, systems and tools – including those with AI integrations and components – and ready to share with clients how they can incorporate these for improvements.
- Adopt consistency and stability for your client. A regular, frequent and disciplined approach to communications from the same team members secures a steady relationship and reinforces the partnership. Focus on solving problems and remaining proactive.
- Be a good listener. There are many competitors out there; don’t give your client a reason to explore other options. A client-agency relationship is based not just on trust but on collaboration. Be sure to ask questions and listen to what the client is saying as well as what they aren’t saying. Insist on and participate in regular check-ins then leverage this time to talk about new or improved ideas and affirm what is working and what’s not.
It may be cliché but without clients, your company would not exist. So, look for ways to stay engaged and next time you interface with a client, keep these tips and reminders in mind to see how it can enhance your client-agent relationship and overall client experience.
This blog is courtesy of MMC Office & Accounting Manager Liz Dean