The Agency Growth Blog - For Owners Who Want Growth

How To Onboard A New Client So They Write You A Review On Day 2

Posted by Mike Lieberman on May 8, 2018 9:42:04 AM

You finally landed that new client. That in and of itself was a huge accomplishment but now the hard work is starting. How do you make sure your new client gets an amazing experience from the very minute they sign until they become a new advocate for you, your team and your agency?

Isn’t that the point? Why onboard a new client if they’re not going to help you tell your story? Why spend so much time and so much energy trying to get your new client leads and new customers if they’re not going to be an advocate for your agency?

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Topics: client services, inbound marketing agency client services

What's The Right Style Of Relationship For Inbound Marketing Agency Clients?

Posted by Mike Lieberman on Mar 21, 2017 8:34:00 AM

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.

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Topics: client services, client management, inbound marketing agency client services

Who's The Right Contact For Inbound Marketing Client Engagements?

Posted by Mike Lieberman on Feb 14, 2017 10:34:00 AM

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.
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Topics: client services, inbound marketing agency challenges, client management

Why "Always Teaching" Has To Be Every Inbound Marketing Agency's Core Value

Posted by Mike Lieberman on Jun 30, 2016 10:30:00 AM

I spend a lot of my time talking to other inbound marketing agency owners. I hear things, what’s not working, interesting client stories, delivery experiences and more often than not what’s keeping you up at night.

One of the things I hear most frequently is how inexperienced the clients are when it comes to inbound marketing.  Yes, it’s true. Many of the businesses we work with are new to inbound marketing and they don’t have the level of understanding or experiences we (agencies) do.

That makes it even more important for you to build in an educational component to your engagement. Yes, a workshop at the beginning of the engagement is part of it, maybe, but I’m talking about making sure that they’re getting educated every single day.

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Topics: Culture, client services, managing clients

Managing Challenging Clients In An Inbound Marketing Agency Takes Finesse

Posted by Mike Lieberman on May 5, 2016 10:25:49 AM

We all have them, those clients who no matter what you do, are never happy. Get them 50 leads last month and they want to know why it wasn’t 60 leads. Finish their website a week early and they want to know why it wasn’t done two weeks early. Double their website visitors in two months and they want to know why it was ONLY double and not triple.

Then there are the clients who don’t give you approvals for two weeks but expect your schedule to remain intact or they call you at 5PM with a request that absolutely has to be done by 9AM tomorrow morning. What about the clients who don’t want to pay you because your deliverables are behind schedule (or at least that’s what they think) even though you’re right on schedule?

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Topics: client services, account management, managing clients

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