The 9 Agency Essentials For Best-In-Class Client Service In 2024
Rob works with agencies of all shapes and sizes - from a 1-person business to 25+ staff. PR, Content, Design, Web Development, SEO or Digital. One common trait he brings to the table, irrespective of the business services at stake, is the pursuit of phenomenal client service as a must-have.
Tune in to Rob's speech from our Agency Growth Summit 2024 virtual event, and grasp his non-negotiables for delivering outstanding client service as part of your agency's everyday operations.
Non-Negotiables: Delivering Outstanding Client Service
In today's saturated agency landscape with high turnover rates, exceptional client service isn't a choice anymore; it's a necessity for agencies aiming to retain accounts, enhance lifetime value, and foster sustainable growth in 2024 and beyond.
With increasing demands and abundant options, clients swiftly change providers when expectations aren't met. To cultivate lasting relationships, agencies must consistently exceed service expectations and offer strategic value, not just task execution. Avoiding a revolving door of clients requires establishing and maintaining top-notch client service consistently throughout your team.
The key is implementing processes and capabilities laser-focused on client outcomes. Here are the nine non-negotiables from Rob's article in our Agency Growth Book 2024 that your agency needs to provide to win clients for life. Download your free copy to master each area:
Discerning Prospecting
Precise Project Scoping
Outcome-Focused Communication
Standardised Internal Processes
Cross-Functional Teamwork
Proactive Relationship Building
Preventing Overservicing
Client Service Training
Proactive Account Development Planning
“As your team member develops, it isn’t a given that they will naturally be great account managers, so invest in them and make it part of their professional development to attend client service training as well as coaching and mentoring.”
By investing in these nine essentials, your agency can offer unmatched, customised service in 2024. You'll evolve into indispensable allies in your client's success, not just interchangeable suppliers. This transition fosters loyalty, enhances lifetime value, and stimulates recommendations. For the better part, embrace a consultative approach that is sharply focused on realizing your client's objectives. Be proactive, foresee their needs, and collaborate seamlessly as an extension of their team.
With these foundational principles firmly established, your agency will have a higher chance of providing outstanding service that captivates clients in 2024 and beyond. You'll emerge as their trusted ally for years to come.
