The Agency Growth Blog - For Owners Who Want Growth

Your Clients Aren't Happy. How To Make Sure They're Happy Every Month

Posted by Mike Lieberman on Jul 17, 2019 8:48:00 AM

Some days it seems like no one is happy. When in reality, the handful of unhappy clients get 90% of your attention, while most of the happy clients get little or none of your attention. Sometimes this makes it feel like everyone isn’t happy and that’s just not the case.

Regardless, the goal should be to make as many clients happy as possible. While you’ll never get ALL of them to be happy. Even the best and nicest restaurant have a handful of bad reviews. The key here is to build process and systems that work together with your teams to ensure a large majority of your clients are happy, referenceable and willing to write a review.

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Topics: Client Feedback, Client Satisfaction, client retention

Your Clients Think The Program Isn't Working, But You Disagree. Now What?

Posted by Mike Lieberman on Jul 10, 2019 8:28:00 AM

Tips And Techniques To Make Sure You Are Always On The Same Page With Your Clients When It Comes To Results

A lot of what I write about comes from my conversions with other agency owners. As part of my consulting and Cohort Coaching programs I talk to roughly 30 agency owners each month and one of the most consistent challenges is helping clients understand their own results.

In full transparency, Square 2 is challenged with the same set of issues. I think ALL agencies deal with this, some more than others and the common denominator in all these situations is—the client. This makes the key to helping clients understand their results ALL about you and how your team works with your clients, day in and day out.

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Topics: client results, setting client expectations, Client Satisfaction

How Often Should The Agency Owner Get Feedback From Inbound Marketing Clients?

Posted by Mike Lieberman on Mar 14, 2017 7:00:00 AM

This is a topic I get asked about a lot and reoccurring questions are usually wonderful topics for blog articles. How often and in what format should inbound agency owners be talking to your clients about the performance of your agency and the performance of your inbound marketing program?

I know a lot of you are working directly with your inbound marketing agency clients. I know many of you want to be working less with clients and working on the agency more. Even if you’re working with clients day to day, getting client feedback from them on overall performance is something you should create a system for going forward.

Having tired almost everything to stay close to our inbound marketing clients, I’ll share the pluses and minuses of various client satisfaction monitoring systems we’ve used and why we do what we do today.

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Topics: Inbound Agency Feedback, Client Feedback, Client Satisfaction, Client Surveys

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