Uh oh—a client expects an agency Service Level Agreement (SLA) and you don’t have one. What do you do? Here are clauses to consider, along with sample SLA’s from other agencies.
Worried you can’t handle more business at your agency? Don’t stop selling—create a client waitlist instead. This lets you avoid saying “yes” to work you can’t deliver, makes clients prove they’re interested, and lets you keep sales commissions flowing. In this article, I share how to make a client waitlist work at your agency.
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.
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.
If you do things outside of scope, you’re doing them for free. Many of my clients do free work for clients they want to keep, or because they aren’t comfortable raising their project asking price. If you don’t even tell your clients about it, you are doing secretly free work, not strategically free. In this article, I share strategies to help you make the most of it.