The ability to build and nurture high-quality client-agency relationships is one of the most significant factors contributing to long-term success as a business.

With strong communication, clear expectations, and trust between both parties, your agency can build a reputation for total client satisfaction.

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Definition of terms:

  • Account managers- maintains the company's existing relationships with a client or group of clients, so that they will continue using the company for business.
  • KPIs- Key Performance Indicators
  • POC- Point of Coordination/Contact

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  • I think that's what's important for a client is they know that their agency is actually working.
  • Just make sure that if you commit to a certain cadence in terms of communication, you have to follow through.
  • Every single client that we have, because each client is unique, they have their own challenges.
  • We're agile enough to accommodate quests if it's fine, but we're also honest enough and straightforward to let them know that, okay, we might not be able to work this, but this is what we can do.
  • Report what happened and the most important thing is what are you going to do about it?
  • It's just to be creative, always have that initiative to think outside the box.
  • We need to not just be responsive, but we also need to have initiative.
  • So I'm like, how can I help you? I want to help you, but you're not helping me.
  • If the agency is making it about you, instead of making it about themselves, I think you're in the right agency.

Episode timeline:

[0:44-1:25] Introduction of Dale and Andy

[2:28-4:07] Back to basics: Communication is key

[6:22-7:03] Have separate communication channels for work

[10:11-14:46] Securing the content approval process

[15:01-16:42] On building mutual trust and strategy

[17:06-21:18] Set the right KPIs

[22:44-26:06] Report honestly (even the ugly ones)

[27:47-32:43] Trust your agency.

[32:59-35:09] On the importance of honest feedback

[39-41-41:36] Trust the tedious process

[41:48-46:17] Choosing a good agency

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