Working with a digital marketing agency brings in new business, and the better your agency client relationship is, the better the results you’re going to see. A good agency will do everything in their power to make sure they understand your goals and you know what you’re getting from your marketing.
Becki Lipe, Director of Client Services, Master of Delight, E-Mailer Extraordinaire is in charge of all client communication here at Tytanium. She works hard advocating for our clients and making sure they’re always kept in-the-loop. Read on to find out if you’re getting everything you should be out of your agency client relationship.
Tips For A Great Agency Client Relationship – An Interview With Becki Lipe
Q: How would you sum up your job in a sentence?
A: I am here to be the client’s advocate, concierge, and make sure they have the best experience, no matter how they are engaging with Tytanium.
Q: How much time do you spend communicating with a single client over the course of a month?
A: It all depends on the client and how involved they would like to be – on average it is about five hours a month, unless they would like to schedule a happy hour meeting. 😉
Q: In your experience, what are the most common communication issues people have with their digital marketing agencies?
A: Lack of clarity because expectations are not discussed/set, and a lack of communication from their marketing team. It is so important to keep clients aware of the work their marketing team has done, the work currently being executed, and any future plans to reach the client’s goals.
Q: How do you set clear expectations with our clients?
A: Honesty and over-communication. We communicate however it is easiest for the client – whether that’s via email, phone calls, or in person. I always keep them in the loop – good or bad news. And we review their expectations each time we meet so that everyone is on the same page!
Monthly reporting is a big part of how we show our clients progress. You should always expect real data and proven results from your agency.
Q: Why do you think it’s so important for us as an agency to be transparent with our clients?
A: We are in a partnership with all of our clients, which means we succeed together!
Q: How do you maintain that transparency and still respect a client’s busy schedule?
A: I’m always prepared for any meeting or call so we don’t waste anyone’s time. All information should be in a clear, presentable format and we always follow up all calls and/or meetings with a meeting recap email, so all parties are on the same page.
Also, we work very hard to make sure our office is a place a client can look forward to coming to and not just another meeting in their schedule.
Q: How do you advocate for our clients?
A: I consider myself the advocate for all of our clients. I will always think about what is best for the client, not easiest for our team.
I will always prioritize your business goals and keep you aware of how our team is working every single day to achieve them. To top it off, I’ll make sure we always have your favorite beverage and/or snacks in the office! 😉
Q: Do you have any advice for business owners on communicating with their digital agency?
A: Make sure your agency is asking you about your goals and what qualifies as a “win” to you. Also, provide as much clarity to your marketing team as possible. Look for an agency that is proactive when communicating with you.
You should always feel like you and your digital marketing agency are working together to bring in a win for your business. If you don’t, it may be time to take a step back and evaluate your agency client relationship to see what you can both do to improve.
Our communication skills are top-notch. Let’s work together!