The Agency Growth Blog - For Owners Who Want Growth

This Might Not Be As Easy As You Think

I’ve had a few less than stellar service experiences over the past month that has me looking introspectively at the team at Square 2. Are we doing everything we should be doing to give our clients the remarkable experience we aspire to deliver?

This effort triggered me to consider sharing some of the insights and efforts with all of you.

Because I think now more than ever, the people we have on our teams are going to make or break our efforts not only this month but for many months and years into the future.

Now more than ever, how we take care of clients is going to be the difference between success and failure.

At Square 2 Marketing my role has evolved into more of a leader, mentor and visionary as opposed to day to day client service consultant. However, for years I ran engagements, oversaw multiple client engagements and then ran the entire inbound agency client services team. I know how challenging it is to work with clients. But over the years, I found the key to successful client engagements.

For an inbound marketing agency owner, and now for Square 2 Marketing’s consultants, the secret is the personal relationship we form with our clients. There are so many different styles for this relationship and I’ve probably tried them all. You can be professional, casual, advisory, coach or consultant. But what always worked best for me was to treat our clients the same way I treat a friend. Talk to them like I talk to my best friends and work through challenges, just like you would with a friend.

This might seem obvious, but honestly, it’s one of the most discussed aspects of client services at Square 2 Marketing. Who is our point of contact?

Is it the CEO? Is it the marketing person we’ve been assigned to work with? Is it their boss? Is it the person who signed our agreement or Is it the person who approves our invoice each month?

Yes, it matters and yes, there’s a methodology behind how we decide who the ultimate decision maker is and then how we engage with that VIP (very important person) even when we’ve been instructed to work with a lower level marketing person.