Be prepared for account manager turnover at your agency. Are you ready if your top client’s contact quit? Here’s what to do when it goes down fast. The key is to be strategic, not reactive.
Clients hire agencies because they trust the agency. They need to trust you to do good work when they’re not in the room, trust you to put them first, and trust that your fees are money well spent. Your contact at the client needs to trust that you’ll make them look good to their boss. See 13 ways to make this happen.
What should you do when a client asks one of your competitors to audit your work? Here’s how to react professionally to preserve the relationship, how to know when it’s time to let go, and what you need to learn from the situation.
How fast should you respond to your agency’s clients? It depends… but here’s perspective on how to decide for your situation. You might not have a guarantee, but you should definitely set a policy. You’ll tailor to your strategic goals, clients, and team.
Your agency shouldn’t charge clients ongoing fees for custom software that’s been developed, but make sure you protect your ability to re-use code. The same is true when it comes to editable files, especially for design work. You’ll also want to weigh headaches—sometimes it’s better just to give the files to bad clients, to get rid of them.
Be ready to transfer knowledge to clients before the project’s done, or else you’ll be answering lots of unpaid questions later. Use a knowledge transfer to hand-off expertise to clients, to avoid spending unbillable time answering panicked questions later.