The Happy Clients Podcast

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!

In this episode of The Happy Clients Podcast, Ashton Shanks joins us to share his journey through a transformative agency merger. Ashton offers a behind-the-scenes look at how transparency, trust, and open communication were crucial in making the merger successful, despite the challenges of navigating team dynamics and resistance to change. 💪🏻 Ashton reveals why the traditional hourly billing model is becoming obsolete. Instead, he advocates for a value-driven approach that leverages skill, data, and technology, allowing agencies to thrive with performance incentives and monthly retainers. 🤑 We also explore effective strategies for client retention, highlighting the importance of being a true partner rather than just a service provider. Ashton discusses the innovative team structure he uses—small, dedicated pods led by strategists—to enhance client relationships and project management. 📋 For agency owners grappling with scaling, Ashton’s insights offer a refreshing perspective on balancing marketing prowess with effective leadership. This episode is brimming with practical advice and honest reflections that you won’t want to miss! ✨ [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 Handle Unhappy Clients: Expert Tips from Tiffany In this episode of The Happy Clients Podcast, we dive into a topic that’s not always the easiest to tackle, but one every agency owner will face at some point: unhappy clients. Tiffany, Senior Department Manager, takes the mic to share her personal stories of navigating difficult client situations and provides actionable strategies to defuse negative scenarios. Tiffany begins by reminding us that unhappy clients are inevitable, but how we respond to them can make all the difference. She recounts her own experience with a distressed client and how listening with empathy, taking detailed notes, and having a clear plan of action helped transform the relationship from rocky to rewarding. The key? Listening well and showing up for your client with confidence, even when things aren't going according to plan. 🙂 [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!

Balancing Parenthood & Agency Life with Regina of Tenuto Consulting Welcome to another inspiring episode of The Happy Clients Podcast! Today, we're thrilled to have Regina from Tenuto Consulting join us for a heartfelt conversation on balancing motherhood and running a successful agency. As moms ourselves, this topic is especially close to our hearts, and Regina shares a deeply personal journey that will resonate with any parent in the agency world. ✨ Regina began her career in a traditional PR agency but soon found that the fast-paced, high-demand world didn’t align with her dreams of motherhood. She witnessed firsthand how moms in the agency world were often expected to shelve their role as mothers once they entered the office. But Regina was determined to rewrite the script for herself—and for other women like her. 👩🏻 [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!

Welcome back to The Happy Clients Podcast! Today, we are thrilled to have Mandi Ellefson, founder of Hands-Off CEO, join us. Mandi’s journey to creating a hands-off business model began from a personal crisis—attempting to take maternity leave only to find her previous business couldn't function without her. Her experience led her to develop a framework for agency owners to step back from day-to-day operations and create a more sustainable, autonomous business. 👌🏻 Mandi’s framework emphasizes the importance of standardizing offers and processes to ensure scalability and profitability. By strategically exiting from these roles, agency owners can not only maintain but enhance the quality of their services, fostering sustainable growth and increased profitability. Tune in to learn more about Mandi’s practical tips and insights to transform your agency into a hands-off business that thrives without you. 😉 [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!