Should your agency pursue maximum Client Satisfaction? No—instead, I recommend you pursue optimum Client Satisfaction. Why? Because maximum Client Satisfaction comes at too high a cost. If your goal is to get 100% satisfaction from 100% of clients, you’ll find...
Get agency advice on upselling, recurring revenue, business development, project management, and more in the July 2021 episode of Agency Office Hours with Karl Sakas. Click to jump to a specific Q&A segment: UPSELLING: Who’s in charge of upselling: sales or...
As agencies grow, they often struggle with a key question: Who is in charge of what? Even if you have defined employee roles with titles to match, like “Account Manager” or “Project Manager” or “VP of Sales,” the lines of what tasks people are ultimately responsible...
Get agency advice on agency culture, employee retention, time management, and more in the June 2021 episode of Agency Office Hours with Karl Sakas. Click below to “jump” to a specific segment: AGENCY CULTURE: How do we create a strong culture when our team...
As your agency grows, you and your employees tend to become increasingly specialized. For instance, a designer might stop doing project management on top of their design work. Instead of handling account management and client strategy, you’ll handle just one of...
