Managing Agency Client Communication
[0:21] Intro
[2:24] How to communicate with clients in the beginning and why it’s so important.
[7:00] How to communicate once the initial process settles.
[11:00] Checking in when there is a new member to the team.
[14:18] Different tools for communicating.
[18:30] A need for the new Matchnode OS
[22:55] Final Thoughts.
Client agency communication can make or break a client agency relationship. Brian and Chris use their background to answer all the tough questions.
There can never be too much client agency communication at the start of a new client-agent relationship. You have to get on the same page with regards to what the regular work cycles will be, when deliverables will be met and how both sides communicate. The number one thing is to be clear on what the deliverables will be and their deadlines.
Once you have established a successful client agency relationship it is a common practice, and a good rule, to have regular check in calls every two weeks. These calls should start with the purpose benefit check, an idea from Craig Wortman, to help direct the meetings and keep them efficient.
Sometimes a client will bring put a new staff member on the team, or replace the team with which you’ve been working. How you treat this situation can be crucial to the long term success of the relationship. It’s helpful to go through all of the progress made so far while working together with the new team member(s) and listen to their questions and critiques in an open and non-defensive manner. This helps build the trust with the new party to keep things running smoothly.
One of the biggest challenges in building successful client agency relationships is being able to adapt to the client’s preference for communication tools, and to use them effectively. Brian and Chris go through the litany of tools available including some exciting new features coming in the Matchnode OS.
Resources:
–intro and outro music from our friends at Sabers: https://sabersmusic.bandcamp.com/releases
— Matchnode OS.