If you are stuck on the client service hamster wheel of doom and have no time to think let alone plan for the future then this episode is for you.
If you are thinking "I don’t have enough time to focus on the future of my agency because I am too busy servicing clients” then I want to help you out so listen on!
Time Stamp
[01:30] The consequences of being in ‘client service mode’ all the time
[01:49] Serving clients is in your comfort zone but that keeps you away from other crucial areas
[02:35] The consequences of over-servicing clients
[03:20] Differentiating yourself based on pricing or promised service levels becomes a race to the bottom
[03:50] Running a high service-level agency
[04:40] How much should you be willing to over-service clients by?
[05:09] Building strong boundaries with your clients
[05:22] How to get your boundaries right from the start
[05:57] How to say YES and NO to clients
[07:15] How to reset expectations with clients
[08:00] How to structure your week to maximise focus and efficiency
[09:08] Blocking out time in your diary and sticking to it!
[10:09] Challenging your mindset and beliefs
[10:30] When should you hire additional resources?
[12:00] Being resilient and in control
Quotations
“In the early days, we naturally gravitate to what we're good at, which is usually servicing clients but if you avoid other crucial areas you are heading for an iceberg” - Rob Da Costa
“Going the extra mile is not a great value or USP and is not the way to differentiate yourself from the competitors” - Rob Da Costa
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Useful links mentioned in this episode:
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