Bigger!’ How to keep your clients happy… ...without driving yourself crazy Karl Sakas | [email protected] | @KarlSakas Business Advisor to Marketing Agencies Across 17 Time Zones
Nov 14, 2014
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
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@KarlSakas
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@KarlSakas
The Challenge
"People need to be reminded more often than they need to be instructed." Samuel Johnson, Author, 18th century
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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/
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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
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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
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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‸