The Happy Clients Podcast

Hiring an Account Manager: Our Recruitment ProcessToday’s episode is a must-listen if you’re an agency owner looking to hire an account manager for your agency. We’re peeling back the curtain on THE hiring process we've developed after hiring tons and tons of account managers for agencies—with insights from Adelaide, our recruiter at DOT—so you can hire with confidence.Here’s the deal: hiring the right account manager isn’t just about filling a seat. It’s about finding someone who can own client relationships, protect your reputation, and give you back the time you need to actually scale. Adelaide breaks down why trust is the biggest hurdle (and how to overcome it), plus the seven-step hiring process DOT uses to make sure only the best of the best make it through.✨ Spoiler alert: This isn’t a “post a job and cross your fingers” situation. Adelaide shares why agencies that plan ahead win big—and why skipping steps in hiring can cost you way more in the long run.If you’ve been putting off hiring because it feels overwhelming, this episode will give you the clarity (and strategy!) you need to do it right. Tune in now! 🎧[HELPFUL LINKS] Onboarding Checklist: Grab⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠our⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ onboarding checklist here⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠. ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠[ABOUT THIS PODCAST]Welcome to the Happy Clients Podcast, brought to you by DOT and Company-- the world's best and only team of client account managers for digital marketing agencies. Whether you're a virtual assistant, an agency owner, or a client-facing account manager, we all deal with clients. Lucky for you. client management is what we do best. On the happy client's podcast, we won't shy away from the ups and downs of managing clients in the agency world, but we'll be right there alongside you to learn together and share the real juicy stuff we'll undoubtedly face when it comes to client management. Now, let's dig in, chat CAM life and have some fun along the way.Cheers, to happy clients!

What’s the secret sauce to running a thriving agency? In this episode of The Happy Clients Podcast, we’re peeling back the curtain on scaling with systems, landing high-ticket clients, agency growth hacks with Melissa Morris from Your Agency Authority. From battle-tested strategies to "wish I knew this sooner" lessons, this convo is packed with gold.Tune in as we chat about:✅ The #1 mistake agency owners make when pricing services✅ The client onboarding tweak that skyrocketed retention✅ How to build a rockstar team without burnoutIf you’re looking for real, no-fluff strategies to take your agency to the next level, this one’s for you. Press play, and let’s dive in![HELPFUL LINKS] Onboarding Checklist: Grab⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠our⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ onboarding checklist here⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠. ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠[ABOUT THIS PODCAST]Welcome to the Happy Clients Podcast, brought to you by DOT and Company-- the world's best and only team of client account managers for digital marketing agencies. Whether you're a virtual assistant, an agency owner, or a client-facing account manager, we all deal with clients. Lucky for you. client management is what we do best. On the happy client's podcast, we won't shy away from the ups and downs of managing clients in the agency world, but we'll be right there alongside you to learn together and share the real juicy stuff we'll undoubtedly face when it comes to client management. Now, let's dig in, chat CAM life and have some fun along the way.Cheers, to happy clients!

Jenna Meldrum, an account manager at DOT & Co., shares her insights on managing account manager capacity to prevent burnout. She explores the challenges of workload assessment and the importance of clear communication in setting expectations. Jenna discusses the critical balance between client demands and staff workloads, emphasizing the need for proactive strategies to maintain a healthy work-life balance. She also highlights how effective tools and ongoing dialogue can empower account managers to thrive while delivering exceptional service.

The First Step to Fixing Your Agency’s Account Management ProcessLet’s be real—account management can feel like juggling flaming swords while blindfolded. Agency owners often find themselves buried in client emails, chasing down project updates, and wondering, “Where the heck do we even start fixing this?”In this episode of The Happy Clients Podcast, we pull back the curtain on the very first step we take when working with agencies: the account management audit. And trust us, it’s a game-changer. 🚀[HELPFUL LINKS] Onboarding Checklist: Grab⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠our⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ onboarding checklist here⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠. ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠[ABOUT THIS PODCAST]Welcome to the Happy Clients Podcast, brought to you by DOT and Company-- the world's best and only team of client account managers for digital marketing agencies. Whether you're a virtual assistant, an agency owner, or a client-facing account manager, we all deal with clients. Lucky for you. client management is what we do best. On the happy client's podcast, we won't shy away from the ups and downs of managing clients in the agency world, but we'll be right there alongside you to learn together and share the real juicy stuff we'll undoubtedly face when it comes to client management. Now, let's dig in, chat CAM life and have some fun along the way.Cheers, to happy clients!

Dive into the Gold Standard of account management, forged over five years of refinement. Discover essential qualities like strategic thinking and proactive problem-solving that every successful account manager needs. Explore how to navigate the evolving digital marketing landscape and the importance of client advocacy in ensuring satisfaction. Learn actionable strategies for effective client interactions and the pivotal role of communication in fostering strong relationships. This is all about transforming the agency-client dynamic!

How to Go from Good to Great in Account Management: A Gold Standard Approach 📣 Cue the confetti! This week on The Happy Clients Podcast, we’re diving into what it takes to level up your account management game and become an indispensable part of your agency team. Joining us is Jillian, a senior department manager at DOT & Company, whose four-plus years of account management experience have helped shape what DOT calls the Gold Standard for client care. In this episode, Jillian reveals the not-so-secret sauce to being a stellar account manager: it’s all about consistency and reliability. These two qualities, she explains, are the foundation of client trust and long-term success. From the importance of quick responses (no fluff, just action!) to staying persistent when clients go radio silent, Jillian shares how to be the steady, go-to person that clients and teams can always count on. She also dives into the balance between soft and hard skills. Spoiler alert: the best account managers aren’t necessarily SEO pros or ad platform wizards—they’re the ones with calm, solution-focused energy who know how to figure it out. Jillian calls this "DOT vibes"—a mix of confidence, adaptability, and the ability to keep things moving, even when the going gets tough. [HELPFUL LINKS] Onboarding Checklist: Grab⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠our ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠onboarding checklist here⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠. ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ [ABOUT THIS PODCAST] Welcome to the Happy Clients Podcast, brought to you by DOT and Company-- the world's best and only team of client account managers for digital marketing agencies. Whether you're a virtual assistant, an agency owner, or a client-facing account manager, we all deal with clients. Lucky for you. client management is what we do best. On the happy client's podcast, we won't shy away from the ups and downs of managing clients in the agency world, but we'll be right there alongside you to learn together and share the real juicy stuff we'll undoubtedly face when it comes to client management. Now, let's dig in, chat CAM life and have some fun along the way. Cheers, to happy clients!

Client Retention for Agencies: The Secret to Long-Term Growth Insights from Tiffany, Senior Department Manager at DOT & Co. If you’ve ever wondered how to grow your agency without constantly chasing new clients, the answer might be simpler than you think: client retention. On this week’s episode of The Happy Clients Podcast, Taylor sat down with Tiffany, Senior Department Manager at DOT & Co., to talk about why client retention for agencies is the ultimate game-changer. Retention isn’t just about keeping clients happy. It’s about creating advocates who stick around, refer your services, and ultimately fuel your agency’s growth. In Tiffany’s words, “Client retention for agencies isn’t a side task—it’s the foundation for scaling sustainably.” Why Client Retention Matters for Agencies Tiffany shared an eye-opening stat during our conversation: a mere 5% increase in client retention can drive profits up by as much as 95%. Let that sink in. By focusing on retention, your agency isn’t just retaining clients—it’s amplifying profits, reputation, and stability. Here’s how you can start improving client retention in your agency today: 1. Celebrate More Than Results Retention starts with showing clients you value the journey, not just the destination. Celebrate creative milestones and process wins, not just final results. This creates a sense of partnership and keeps clients engaged. 2. Ask the Right Questions Deep client connections don’t happen by accident. By asking thoughtful, open-ended questions, you’ll build trust and uncover opportunities to serve your clients better. 3. Set the Stage with Onboarding First impressions are everything. A seamless onboarding experience helps set expectations and establishes trust—key elements in retaining clients for the long haul. 4. Monitor Client Happiness Tiffany’s go-to tool for retention? “Traffic light boards.” These simple dashboards let your team visualize client satisfaction at a glance and act before issues arise. 5. Stay Proactive with Communication Retention thrives on trust, and trust thrives on proactive communication. Tiffany recommends using “read receipts” to reassure clients you’ve received their messages and are taking action. The Impact of Client Retention on Agencies Retention doesn’t just benefit account managers. It weaves through every corner of your agency, from operations to sales. Agencies that prioritize retention grow faster, scale smarter, and create lasting client relationships that are invaluable. Ready to transform your agency through retention? Check out our comprehensive Retention Guide (linked below) for actionable strategies to boost client retention in your agency. And if you need help getting started, our team is always here to help. GRAB IT HERE! [HELPFUL LINKS] Onboarding Checklist: Grab⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠our ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠onboarding checklist here⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠. ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ [ABOUT THIS PODCAST] Welcome to the Happy Clients Podcast, brought to you by DOT and Company-- the world's best and only team of client account managers for digital marketing agencies. Whether you're a virtual assistant, an agency owner, or a client-facing account manager, we all deal with clients. Lucky for you. client management is what we do best. On the happy client's podcast, we won't shy away from the ups and downs of managing clients in the agency world, but we'll be right there alongside you to learn together and share the real juicy stuff we'll undoubtedly face when it comes to client management. Now, let's dig in, chat CAM life and have some fun along the way. Cheers, to happy clients!

🎙️ The Happy Clients Podcast is back with a bang! In this episode, Taylor welcomes back Joe, the mastermind behind Smart Pricing Table, to tackle a pain point every agency owner knows too well—proposal anxiety. If you’re juggling client demands, tight deadlines, and the quest for clarity in your sales process, this one’s for you. Joe breaks down why being the first to respond can seal the deal, how vague proposals lead to scope creep nightmares and the psychology behind upselling. This episode is packed with gems to help you streamline your sales process. [HELPFUL LINKS] Onboarding Checklist: Grab⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠our ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠onboarding checklist here⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠. ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ [ABOUT THIS PODCAST] Welcome to the Happy Clients Podcast, brought to you by DOT and Company-- the world's best and only team of client account managers for digital marketing agencies. Whether you're a virtual assistant, an agency owner, or a client-facing account manager, we all deal with clients. Lucky for you. client management is what we do best. On the happy client's podcast, we won't shy away from the ups and downs of managing clients in the agency world, but we'll be right there alongside you to learn together and share the real juicy stuff we'll undoubtedly face when it comes to client management. Now, let's dig in, chat CAM life and have some fun along the way. Cheers, to happy clients!

Navigating Tricky Clients: Tales from the Agency Trenches Navigating tricky client relationships doesn’t have to feel like walking a tightrope—it’s all about striking the right balance between empathy, clear communication, and firm boundaries. The secret sauce? Managing expectations from the get-go. Whether it’s setting deadlines, deliverables, or keeping everyone aligned with meeting schedules, clarity upfront sets the stage for smooth sailing later on. 💪🏻 Here’s the deal: misalignment and tough conversations usually happen when assumptions are made, so transparency is your best friend. Keep the lines of communication wide open, and be proactive about sharing updates so nothing catches anyone off guard. When conflict does bubble up, take a beat to understand where the client’s frustrations are really coming from. More often than not, tricky behavior is a reaction to feeling unheard or unsure—and a little empathy goes a long way in turning things around. 🤯 Next up, hold the reins in meetings by setting clear agendas and allowing space for the client’s concerns, while still keeping the conversation on track. It’s a delicate dance, but keeping things structured helps you stay in control without letting the discussion go off the rails. And don’t forget: accountability is everything. Owning any hiccups and pivoting toward solutions builds trust—even in those hard-to-navigate moments. 🤩 But here’s the kicker: no matter how airtight your processes are, there will always be a tricky client who pushes the limits. That’s when your boundaries, your processes, and your confidence kick in. Trust the systems you’ve put in place, be firm yet gracious, and know when it’s time to loop in higher-ups. When you show up grounded and prepared, you can handle just about anything they throw your way. 🌟 Both Kayla and Kristen agree: communication, accountability, and boundaries are key to preventing chaos in client relationships. But let's be real—no matter how solid your processes are, there will always be a tricky client or two. Have your own tips for handling tough client situations? We’d love to hear them! 🤗 [HELPFUL LINKS] Onboarding Checklist: Grab⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠our ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠onboarding checklist here⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠. ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ [ABOUT THIS PODCAST] Welcome to the Happy Clients Podcast, brought to you by DOT and Company-- the world's best and only team of client account managers for digital marketing agencies. Whether you're a virtual assistant, an agency owner, or a client-facing account manager, we all deal with clients. Lucky for you. client management is what we do best. On the happy client's podcast, we won't shy away from the ups and downs of managing clients in the agency world, but we'll be right there alongside you to learn together and share the real juicy stuff we'll undoubtedly face when it comes to client management. Now, let's dig in, chat CAM life and have some fun along the way. Cheers, to happy clients!

How to Set Quarterly Goals for Your Agency: A Step-by-Step Guide 🏆 Goal-setting isn’t just about dreaming big – it’s about getting everyone on your team rowing in the same direction. In this episode, we sat down with Jill from DOT Scalable to talk about how agency owners and account managers can work together to map out effective quarterly goals. Jill dives into why collaboration matters (hint: your team wants to help), how to set your North Star metrics, and why even the smallest goals can keep your team fired up. She shares her favorite strategies, like quarterly sprint planning and reviewing what worked (or didn’t!) from the last quarter. 💪🏻 For account managers, it’s all about stepping up as the glue that keeps everything moving smoothly. Jill gives tips on aligning with agency owners, spotting client trends, and making sure the team’s goals are realistic – without feeling overwhelming. ✨ If you’re ready to crush your next quarter, grab Jill’s templates, lean into those North Star metrics, and watch your agency thrive. Grab these templates 👇🏻 Quarterly Review Template MOCK used for Community - Quarterly Sprint Planning Canvas [HELPFUL LINKS] Onboarding Checklist: Grab⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠our ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠onboarding checklist here⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠. ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ [ABOUT THIS PODCAST] Welcome to the Happy Clients Podcast, brought to you by DOT and Company-- the world's best and only team of client account managers for digital marketing agencies. Whether you're a virtual assistant, an agency owner, or a client-facing account manager, we all deal with clients. Lucky for you. client management is what we do best. On the happy client's podcast, we won't shy away from the ups and downs of managing clients in the agency world, but we'll be right there alongside you to learn together and share the real juicy stuff we'll undoubtedly face when it comes to client management. Now, let's dig in, chat CAM life and have some fun along the way. Cheers, to happy clients!