Wed, 18 November 2020
Are you losing clients and talent to other agencies? Are you wondering what the secret recipe is to keeping happy clients and a happy team? Are you looking for that one thing to make both clients and talent want to stay? The loyalty you are seeking from your clients and team members is directly related to the value you place on them.
In this episode, we'll cover:
I talked with Tom Johnson -- Partner, COO, and CFO of Southport Marketing, an experiential marketing agency based in California but with clients across the country. Tom and his two partners began the agency just as the 2008 financial crisis was coming down the pike. Since then, the partners have put a lot of sweat equity into the success of their venture. Tom is sharing the strategies he has used to maintain many of his original clients and team members all these years.
How to Build Client Trust
When asked what attracts clients such as Chevy dealers, Alaska Airlines, USC, and the Los Angeles Rams, Tom says his answer might seem a little cliche. "People come to us because of our customer service. Because we care about our clients and we want them to succeed. We hire people with a lot of passion for our clients and we have earned the right to say we provide very good customer service. We go the extra mile. We pick up the phone."
Tom believes customer service is often regarded these days as "old school." The big agencies often lose the personal touch they offered when they were new agencies. Everyone seems to place more importance on other facets of success beyond simply doing the best you can for your client. "The client is the one who is paying your bills," Tom says. "Agencies often forget that."
How to Build Employee Trust and Morale
You want agency team members who are passionate about your clients, and who -- ideally -- look forward to coming to work each day. Tom said his team members tend to stay for years because they know they are valued. Some of the ways Southport Marketing communicates significance to the team:
3 Questions Every Agency Owner Needs to Answer
While valuing your clients and your talent seems simple, a lot of thought must be given to ensuring that you communicate that value to them through your actions and developing new ways to do that. Here are some questions to ask yourself:
Struggling to maintain consistent project work and revenue streams?
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Direct download: What_Makes_Your_Agency_Clients_and_Team_Want_to_Stay_.mp3
Category:general -- posted at: 5:00am EDT