Do your agency’s key clients see you as their day-to-day contact? That’s not good—once you grow beyond 5-10 people, you shouldn’t be the contact. You can swoop in and do fun client strategy work, but you shouldn’t be clients’ primary contact. Why? Because you’ll never hit your financial goals that way.
When a client wants you to fly to meet in-person, how much should your agency charge? It’s not just hard costs for travel, but also the “Opportunity Cost” of going. And it’s different when your culture includes flying constantly, versus when a trip is a hardship for an employee. See how to navigate this during the sales process or when it comes up again later.
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.