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Email marketing is one of the oldest and best tricks in the communication playbook, and newsletters are an excellent tool for brand awareness, audience engagement, and lead nurturing. But newsletter planning is challenging. Coming up with and delivering fresh ideas...
Dec 10, 2024
This session was part one of the “Unlocking Agency Growth Masterclass“, a 4-part comprehensive masterclass designed to help agency owners, managers, and senior leaders to support agency growth while not skimping on service quality or team satisfaction.
Onboarding is where long-term client success begins. In this session, we explore how to set the right expectations, build relationships, automate processes, and show results fast.
Robert is the Managing Partner and Founder of Creative Agency Success and a two-time international best-selling author (The Agency Blueprint & The Practical Agency).
His focus is working with clients to manifest their dream business into reality, with a foundational principle that simplicity is best. Through decades of experience working in finance and over a decade working with Creative Agencies, he is able to expertly partner with clients to guide their businesses to achieve their goals.
Host: Monica Obogeanu
Monica is a senior product marketer at Planable. She leads product marketing campaigns, drives competitive intelligence initiatives, and contributes to Planable’s growth strategy through extensive user research and data analysis.
1. Onboarding sets the stage for client success
A strong onboarding process prevents variability and ensures a consistent experience. Robert highlighted that many agencies allow clients to dictate the onboarding process, leading to inefficiencies. A structured approach ensures agencies remain in control and set the right tone from the start.
2. Fair compensation reflects value
Robert emphasized the importance of recognizing the value agencies bring to their clients. Fair compensation is not just about revenue but also about ensuring agencies are acknowledged for their role in the client’s growth and success.
3. Turn clients into raving fans
Happy clients are more likely to recommend your agency to others. Building strong relationships during onboarding can lead to long-term partnerships and sustainable business growth through referrals.
4. Uniform processes build trust and efficiency
Agencies need to standardize their onboarding workflows to avoid inconsistencies. A well-defined system not only saves time but also reassures clients that the agency is professional and reliable.
5. Proactive communication is key
Regular updates during onboarding help clients feel supported and aligned with the agency’s strategy. Robert noted that proactive communication can reduce client frustration and improve satisfaction.
6. Empower clients through clear expectations
By setting clear boundaries and expectations during onboarding, agencies can manage the relationship more effectively. This includes defining roles, timelines, and deliverables upfront to prevent misunderstandings later.
Ready to dive deeper?
This session outlined essential strategies to build trust, and establish a seamless client onboarding experience. Want to learn how to implement these techniques in your agency? Access the full recording for detailed insights and examples.
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