The 9 Essentials for Best-in-Class Client Service in 2024

Jan 11, 2024

Ask episode

Chapters

Transcript

Episode notes

In the competitive landscape of agency life, standing out and avoiding the race to the bottom is crucial. The focus of this episode is on empowering you with strategies to not only win clients but also retain and grow them. As we approach 2024, a challenging economic year, ensuring exceptional client service becomes even more vital for the sustainability and profitability of your agency.

We will cover 3 key areas:

1. Discerning Prospecting: Learn how to identify and target clients who not only fit your core niche but also value your services, leading to successful, long-term relationships.

2. Precise Project Scoping: Understand the importance of detailed project scoping to set clear expectations, prevent misalignments, and ensure a smooth client-agency relationship from the start.

3. Outcome-Focused Communications: Discover the significance of communicating with clients based on business outcomes and strategic goals rather than just providing tactical project updates.

Now, dive into this episode to gain insights into the 9 non-negotiable strategies for elevating your agency's client service. Implementing these strategies will not only set you apart from the competition but also contribute to the long-term success and profitability of your agency. Don't miss out – hit play and start transforming your approach to client service today!

Time Stamp

[02:51] The importance of finding ideal target clients who understand and value your services.

[04:09] Clear Project Scoping client projects to set expectations.

[07:09] The advantages of focusing on business outcomes & strategic goals in communications.

[09:25] The importance of implementing standardised systems & processes for consistent client experiences

[10:46] Cross-Functional Teamwork

[13:05] Proactive Relationship Building

[14:11] Preventing Over-Servicing for long-term sustainability and profitability

[15:09] Why you must invest in team member's training in account management & client service

[16:26] Proactive Account Development Planning

Quotations

“No one wants to have a revolving door of clients coming in one door and clients exiting out the other. So one way to ensure that this doesn't happen is to make sure that you have great client service in place that is consistently delivered by everybody." - Rob Da Costa

“Great customer service requires strategy plus empathy. Take a consultative approach laser-focused on achieving your client's goals." - Rob Da Costa

"Preventing over-servicing is perhaps one of the most important of my nine tips for you. Time track carefully, and whenever over-servicing approaches 10% of the estimated hours, implement strategies to rein it back in before it becomes normalised." - Rob Da Costa

Rate, Review, & Subscribe on Apple Podcasts

Please consider rating and reviewing my show! This helps me support more people like you to move towards a Self-Running Agency. How to leave a review on Apple Podcasts

Scroll to the bottom, tap to rate with five stars, and select “Write a Review.” Then, let me know what you loved most about the episode!

Useful links mentioned in this episode:

Further questions (AskRobAnything):

If you've got questions about anything we discussed in this episode, or if you've got questions about anything I've ever discussed on this podcast, head here and I will give you my best answer!