For some of agency might realize that a client breakup is bad news! it sounds horrible but it’s true. It can affect to your sustainable business or maybe your cash flow, etc. First thing, we have to know the truth about client’s point of view “if they feels like they’re not getting the support they need to drive growth, they’ll look for it elsewhere”.
The stats say it all: According to Hubspot, it’s almost five to twenty-five times more expensive when we want to acquire a new client than to retain one. So how do you build a positive and productive client relationship that lasts?
As all of people said about relationships, “it’s all about the basics”. So what do successful relationships have in common? Trust, communication and attention. Like any relationship, everything will relies on these three basic things to thrive and to get there, you’ll need a genuine understanding of:
· Your client’s needs
· Your client’s goals
· How your client operates
When you know these three things, you’ve already one step ahead for win your client’s heart. Think like their business is yours, what will you do to keep growth their business? most of us need to take the time to learn about your clients’ customers and their online behaviour.
So, the question is “How you manage your client’s after these three basic client relationships was already in yours?” here are 3 Key Points that makes you more effectively in managing client relationships:
1. Make Sure You’re On The Same Page
If you want to keep client-agency relationship to work, you need to agree on expectations from day one. This is the fundamental before everything going to be far because by doing this, you’ll be on the path to growth and progression, while minimising those dreaded back-and-forth email chains littered with passive aggressive “as per my last email” comments.
At the beginning of a project, we have to set clear goals and most important think is to don’t be afraid when we ask questions to eliminate ambiguity, need to set realistic timelines, and figure out a way to keep both the client and your internal team accountable for answer their needs.
2. Focus On Being Mutually Beneficial
Both parties need to invest time into understanding each other’s strengths, weaknesses, and what makes them tick in order for the relationship to deepen and strengthen. From a client’s side, if they don’t understand the agency’s methodology and processes, they may feel left out and disconnected from the development and implementation of the strategy. That’s why to keep maintaining our clients, we have to share our information that will help our clients understand why we’re doing what we’re doing. Step by step “Trust” will grow in the process, it makes the relationship keep going.
3. Don’t Be A Stranger, Check In Regularly
Again when we talk about relationships, it requires attention. We are not only responsible in delivering good work on time, but it also need to make sure that our client is truly satisfied and happy. We need to address their pain points as soon as possible, find ways to help them achieve their goals, and inspire them to reach even further.
Making our clients' choices valuable when we become their agency. If something doesn’t go as planned, focus on addressing it and assuring your client it won’t happen again. No matter the size of your client’s company, it’s worth checking in regularly, it can weekly or bi-weekly, it depends on your strategy. Make sure that we answered if they have any questions.
Finally, when you’re bringing an issue to a client’s attention, always present a solution or game plan alongside it. This will demonstrate that you’re proactive and reliable, that you truly care about the relationship and are committed to being a problem solver for their business.