Happy Clients Aren't Your Job… - Tim Kilroy

As an agency leader, it's not wise to focus solely on customer satisfaction. Let that sink in.

If your clients are happy with the work being done, they will continue to come back and provide more business. However, that is not the job of agency owners. It's not just about keeping clients happy - it's about improving your team so that they can provide the best possible service to your clients to make them happy.

As an agency owner, you should be focused on being a leader who provides guidance and direction for your team. Investing in the development of your team is essential because it allows them to deliver quality work that will meet and exceed customer expectations. This includes training opportunities, career growth, and tools to help streamline processes and improve efficiency.

Taking the time to coach and motivate your team members will benefit them and ensure that your customers receive a high level of service. This will lead to greater motivation and productivity amongst your workforce.

Listen to Tim Kilroy to learn more about how to focus on improving the agency more than making your clients happy. Here is an introduction from his article in the Agency Growth Book:

"So many agency owners take on a responsibility that isn't really theirs…

They put themselves in charge of client happiness. In fact, they take that responsibility so seriously that they jump into client work in order to insure that their clients are delighted. They might jump in to format a report just so, or make a completely gut-driven campaign change to juice results, or even jump into (aka take over) a weekly check in call and completely change the strategy…all because they want the client to be thrilled with the work that their agency produces.

This fanatical personal devotion to client happiness just might be killing your agency.

Uhhh…what?

You read that right. 

Happy clients aren't your job. Your job is to create teams and systems that make happy clients."

As an agency leader, your main focus should be on improving your team and ensuring they have the tools and processes in place to consistently create work that clients are satisfied with. This requires being proactive in assessing how you can best serve them, by being aware of changes in trends, technology and customer preferences. By being mindful of these factors, you'll be able to anticipate their needs and exceed expectations.

Being an effective leader also means being willing to make tough decisions when needed. Building a successful team requires being open to criticism while also being committed to improvement. There may be times when it's necessary to let go of people who are not performing at the level expected or bringing down team morale; this is an important part