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expectations management
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Additional free resources
Fixing agency scope creep is harder than it looks. See why… and how to finally stop doing free Out of Scope (OOS) work.
Upgrade your agency’s employee onboarding, by creating and using a new-hire ramp-up plan. Track performance early, before it’s too late!
Clients don’t trust your agency’s junior team? See 10 reasons why… and how to build client trust when your people are inexperienced.
Worried about client retention? Start using the phrase “Clients typically…” in your agency’s marketing, sales, and client service efforts. See 15 examples.
Your agency’s policies send client signals. Are they good or bad signals? Your client retention depends on this; see what you can learn from McDonald’s—about what NOT to do.
Client reporting isn’t fun, but it’s vital for client satisfaction and client retention. Here’s my philosophy on client reporting, based on my work with agencies in dozens of countries.