We’ve had the privilege to work with wonderful clients over the years, and some of them have come to us after wanting a new approach or not feeling valued by their existing agency. Time and time again, we’ve found that there are three main reasons that a client leaves their agency - read on to find out what they are and how we’ve made sure that we don’t fall into the same situations.
A lack of transparency
Clients want to know what they’re paying for; it’s as simple as that. If a client is on a retainer, for example, and their agency is billing them hundreds or thousands of pounds, they want to be able to see how time has been spent, what they’re getting for their money and be able to look at their return on investment. Keeping a record of the time and/or activities that are undertaken for a client not only gives them peace of mind but can also help agencies consider resources and what they need to focus on.
We live in a world where we can get in touch with someone in seconds if we need to, and if something goes wrong with your website or campaign, you need to be able to get hold of your agency - fast. Slow communication is not only annoying but can cause undue stress and worry to the client. If, for example, they have a big launch for a new product or service on their website that needs attention - they need to know that their agency is on hand to help as quickly as possible during working hours.
They’re not proactive
Getting the job done is good but working with a team who are engaged, up to date with the latest trends and can provide you with ideas that will make you stand out from the crowd is even better. Client’s don’t want to feel like they’re just one of many clients - they want to know that their agency is actively thinking about what they can do to help their business and make use of the agency's expertise.
Our approach is different
We want to make sure that we’re giving the best possible service to our clients. After all, our slogan ‘User fixated. Client obsessed’ isn’t just a phrase; it’s a standard that we hold ourselves to living and breathing our values. When it comes to transparency, we track the work that we undertake and can provide a report of what we’ve been working on and how time has been used.
We’ve also sought to ensure that we respond within 1 hour in working hours - also ensuring that our clients always have a point of contact within the team that they can go to whatever they need.
We work hard to make sure that our team keep on top of their fields, setting time aside regularly for training and support, so that they are proactive in their approach when working with our clients.
Are you looking for a new agency to work with that does things a little differently? Get in touch, and let’s get to know each other over a coffee - virtual or otherwise!