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expectations management
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If a client requests an agency Service Level Agreement, what should you do? See examples, including language for your agency SLA.
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, the owner shouldn’t be the primary client contact. Why? Because you’ll...
Overwhelmed by email while running your agency? Feel like you need to respond to emails immediately, or else you’ll get hopelessly behind? I recommended internal “Office Hours” as a way...
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...
Overloaded at your agency? Use your “Out of Office” (and 5 other tools), even if you’re not actually away. See how to “buy time” with clients and coworkers.