client service advice for marketing agencies: "don't just 'make the logo...
DESCRIPTION
Do you work in marketing? See how to find the right kinds of clients, how to get those clients to pay more, and how to say “no” to clients without burning bridges. The presentation includes lessons for any professional marketing audience, whether people work at agencies, as freelancers, or with internal marketing “clients” at their company. http://AgencyFirebox.com/TRANSCRIPT
Don’t just ‘Make the Logo Bigger!’How to keep your clients happy…
...without driving yourself crazy
Karl Sakas | [email protected] | @KarlSakasBusiness Advisor to Marketing Agencies Across 17 Time Zones
http://www.youtube.com/watch?v=R2a8TRSgzZY
http://giphy.com/gifs/what-confused-seriously-RFYMmNb3j60BG
@KarlSakas
@KarlSakas
The Challenge
"People need to be reminded more often than they need to be instructed." Samuel Johnson, Author, 18th century
https://www.flickr.com/photos/e3000/2575738566/
Question #1
Defining a “good client”
@KarlSakaswww.flickr.com/photos/99525143@N06/9413822713
Manage their expectationsfrom Day 1.
Answer
http://www.flickr.com/photos/goblinbox/6790540052/
https://www.flickr.com/photos/e3000/2575738566/
Question #1
Question #2
http://www.flickr.com/photos/agroffman/4444159299/
You get to make the rules!
http://www.flickr.com/photos/42954113@N00/5002924771/
Use policies to manage expectations from Day 1.
Answer
Policies about:
1. Payment Turnaround
2. Deposits
3. Number of Revisions
4. Communication
5. Project Timeline
6. Project Milestones
7. Fixed-Bid vs. T&M
8. Rush Turnaround
9. Post-Launch Support
10.What’s Billable →
Bill for:
1. PM Time
2. Client Meetings
3. Internal Meetings
4. Estimates / Quotes
5. Phone Time
6. Mileage
7. Stock Art
8. Copywriting
One approach:
Client Bill of Rights
http://www.coalmarch.com/client-bill-of-rights
Enforce your policies:
Website
Contracts
Calls, emails, meetings
Your team
www.flickr.com/photos/littlebiglens/8988053891
https://www.flickr.com/photos/juggernautco/6742923845/in/photostream/
Question #2
Question #3
Consider: using images without the words of the question.
R-O-C Framework
3.
Cite a Reason.
Give 2-3 Options.
Let them Choose.
2.
1.
Act Out!
Real-World R-O-C Examples
1. Wants you to start before they sign a contract.
2. Client asks you to do something stupid.
3. Client wants an out-of-scope change.
4. Prospect’s budget is too small.
5. They keep calling for help after launch.
6. Twitter changed its API and something broke.
7. Past-due client wants new, urgent work.
8. Client wants extra-fast turnaround.
Real-World R-O-C Examples
9. Client wants you to guarantee the completion ETA before they sign.
10.Client wants you to pay for a big-ticket item...but they'll repay you later.
11.Client wants a price quote on-the-spot.
Real-World R-O-C Examples
Prizes for Volunteers
1-hourConsulting
Session (Value: $250) or
1 Seat in “Secrets of Selling Marketing”
3-Webinar Series (Value: $225)
Question #3
Go tobit.ly/agencyfirebox
OR
Text your email address to
919.410.6224OR
Drop your card up front
Get eBook + Tons of TipsFree‸
www.flickr.com/photos/imnotquitejack/3918038560
The Challenge
Go tobit.ly/agencyfirebox
OR
Text your email address to
919.410.6224OR
Drop your card up front
Get eBook + Tons of TipsFree‸