Digital Agency Process: 10 Workflow Tips to Scale Your Agency

digital agency process

When you browse your Facebook and Twitter accounts, you can’t help but check out the latest viral videos – oh, and guiltily go crazy over TikTok too! Promo flyers have been replaced with double clicks; print ads kicked out by digital billboards, and social media channels are the new TV when it comes to advertising. Influencers and even owners dance to a catchy tune trying to grab their potential customers’ attention as they view their ads over and over again.

With the rise of technological advancement and innovative ways to keep businesses in check, digital marketing agencies are also growing. The number of likes and shares now evaluates popularity as online businesses and virtual markets are born daily. Before you know it, demands for digital marketing are spiraling.

So how does your digital agency keep up with the pace? Are you ready to take your digital marketing team to new heights?

We are here to provide the ultimate guide to improving your digital agency workflow and give you tips on how to scale up amidst the competition. Let’s get crackin’!

The Role of a Digital Marketing Agency

Who says they still need a digital marketing agency? All the CEOs need is the Digital Marketing Agency book for Dummies together with Google and they’re good to go!

Nope. Your agency is more relevant now MORE THAN EVER.

A digital agency dedicated to marketing purposes is important because of the BIG FAT chunk it brings to the table: building customer relationships online translates into future sales and purchases. They are also responsible for purchases made across digital platforms because of their strategic thinking and inventive lead generation strategies.

So, do you think businesses can still get away without the help of a digital marketing agency?

Let them try handling marketing campaigns that are now shifting to the virtual world from the previous face-to-face. Give them the opportunity to manage everything from content production to website design, to a smooth-sailing online customer experience, all at the same time! These factors contribute to the increase of sales and whether you will raise loyal customers or become viral the wrong way.

Increasing online presence, getting sales leads, turning them into sales, and expanding the businesses’ reach are only some of the responsibilities having a digital marketing agency entails.

Best Workflow for Digital Marketing Agencies

digital agency process workflow

Keeping your sanity and improving your business’ performance every time you take on a new project equates to relying on a company workflow. It is having a process you can depend on with email marketing, social media and content creation, web design, sales analytics, and even hosting virtual events.

First things first, you need to create a comprehensive onboarding system for clients, clarifying the breadth of the project, and having a documented template that you can use to implement your processes. When everything’s a-okay, next is to assign clear duties to team members, review the project timeline, and regularly ask for feedback. As simple as that, your digital marketing agency can now implement a well-developed process workflow. YAY!

Just between us, what makes YOU a successful digital agency is your ability to execute a unique workflow that focuses on achieving your marketing goals and broadening your business services.

At ScaleTime, we check that your business has the best effective system that guides you in creating a blossoming digital marketing company. We offer project management for your digital agency as a way to create a systematized approach for meeting deadlines, knowing the team members participating in the project, and measuring and optimizing your business’s success.

We start by taking a look at what is happening and we note what tools and services you use, evaluate each team member’s role, the onboarding of each client, and the current project management method you are using in your company. This is the data we will use to create a baseline.

We then create a plan which involves reviewing the present effective procedures and removing the ineffective ones while working our way up!

Sooo, what’s next? We implement a procedure that works well with your system and give a boost to what you already have! We guide you all the way from measuring KPIs to appreciating the numbers on your company’s books.

Our proven process allows you to take a step back, supervise, and peacefully sip champagne at night. Wouldn’t it be fun to oversee your company’s development while sunbathing from your dream paradise? Now that’s life!

10 Tips to Scaling Your Digital Marketing Agency

1. Have a workflow that is proven effective

We know that you dread the daily grind, but you need to do it to enjoy everyday life. So what’s our solution? An efficient workflow is guaranteed to have you living the best days with your family and friends, and even your pets!

One of the cornerstones of successful agencies is refining an existing workflow or a total overhaul and setting down a new one. You may have the best team members, the most understanding clients, or the high-paying projects, but if you do not have a systematic way to handle all the tasks in your business, then everything, including your time and money, goes bye-bye.

Don’t let precious resources escape your grasp. Learn to control your nine-to-five with this proven-effective framework for your digital agency. We have the road map to optimizing your digital marketing processes right HERE.

2. Successful onboarding of new team members

digital agency sales process

Once you have a clear system in place, it’s now time to enhance your team.

Each team member must know exactly what is expected of them, to improve employee satisfaction, motivation, and retention. If you have trouble with annoyed or confused team members you often catch on long breaks and not on their desks, you might need to integrate your system into the team. Knowing what to do when and who will do it makes the difference.

One of the many ways is to make them carry out all the specified tasks constructively. Designate marketing managers to handle the creative assets and sales, project managers with the scope and ensuring deadlines are met, and relationship managers to deal face to face with clients. This brings us to the next tip –

3. Flawless client onboarding

digital agency client onboarding

Your team may know what to do when implementing a task in the project. But what about the clients? These are your customers, your lifeline, the mechanism that pumps blood in your business. Having a step-by-step guide to delivering projects must also include having an efficient client delivery process.

Grab a coffee with them and let them know the current project status and where your team is at with the timeline. Update them with their portfolio, let them know you’re on the same page, and make them feel they are involved and being taken care of.

This is a chance to help spread the word that your company is not just a fancy website with monthly vouchers. It is an opportunity to turn mouth advertising into potential customers and client recommendations.

4. Streamline the creative process

Too many post-its hanging by your workstation, but you’re still stuck with all the digital marketing dilemmas? Or maybe your team just throws in their ideas, and results are all far off from the final product?

Simplify the way you want a plan to be executed. Straightforward marketing goals and campaigns would allow more team members to understand the creative process, attract motivation and encourage feedback. It also fosters the development of analytical thinking and problem-solving skills within your team. You certainly don’t want to get stuck with uncolored drawings! Always remember that the virtual marketing journey is as important as the output.

5. Know how to set a fair price for services

digital agency price

Unlike products, digital marketing services are challenging to put a price tag on. Charging too high leads to overpricing and fewer clients, while charging too low will cut into your profit or, worse, leaves an impression that the services you offer are not as good as everything else in the market. Yikes!

Managing the budget by knowing how much your services really cost is a good place to start. Although there is no one-way route to finding a fair price, some things to consider are the type of service you offer, whether there are any marketing specialists providing the same service, and if yes, how much they are charging for their work.

This competitor analysis helps you have confidence in your real worth, so you can communicate this to your customers. Or else, they’ll believe you are not credible enough for your asking price!

If everything still seems blurry, we have prepared this article on specific guidelines and other tips for pricing your services HERE.

6. Up-to-date digital marketing data

digital marketing agency sales process

Not everyone can sell, and not everyone can do math. However, these are two essential pillars when it comes to digital marketing!

Before, studying your competitors’ strengths and weaknesses was enough to keep you ahead of the game. Now, the market analysis includes more detailed and comprehensive statistics on their market share, pricing, geographical location, customer reviews, online channel presence, and many other factors. It’s more than just raw data because these are numbers that need to be researched and examined to become the basis of your marketing techniques and strategy.

Once you’ve done your digital marketing campaign, reviewing its success and components is also essential to help gather more insights on your product, your approach, and your target audience.

7. Focus on the target audience

digital marketing agency target audience

Stories, captions, and social media posts should not only make clients happy. As creatives, digital marketing agencies should focus on creating precisely what the target audience needs by defining the real people who are most likely to purchase from your client and earn their trust and loyalty. Without them, your clients will not exist at all! The target audience may be based on several factors like age, location, income, interests, and so on.

After knowing your audience, it’s time to get some leads!

Whether it’s blog post creation or content creation for social media platforms, the final digital product is a huge part of ensuring your audience recognizes your presence. It may be that they don’t need the services now, but if you keep them interested, your services stay at the back of their minds. They may come back to use your products in the future, and some may even make referrals and recommendations when the need arises.

8. Choose the tools that work best

Digital agencies use all the tools at their fingertips to meet the creative brief and follow creative processes. Software is used for updating web pages and content production, but how do you know what works best for your digital agency?

One tip is to check out what other business owners use in your industry. These digital tools come with specific guidelines on installation and sometimes the extra budget needed for its premium users. So, if you find out it does not work with your system, you could end up wasting a week (or even a month, UGH!) trying to figure out how to use something that’s not really effective in making your work more manageable in the first place!

(Not to fret, some tools offer a free trial and 24/7 support, so you’re not left alone in this cold and brutal virtual jungle of paid software and applications!)

But wait, here’s the fun part! Once you’ve installed the app and get the hang of it, you may now integrate it into your effective workflow. Tasks that may seem complicated can now be done with just a click or two to achieve desired results and meet deadlines more effortlessly.

While you’re at it, you can even adjust the mood lights in your office to boost your team’s creativity or even plot the traffic system on your way to meet clients with a single tap while enjoying your morning coffee.

9. Set expectations of clients and team members

You have to accept that life does not always work according to your plan. This is why part of the workflow sets clients’ and team’s expectations.

Have a kickoff meeting with both parties to emphasize project objectives. Explain the project range and give the project summary towards the end. It balances the anticipation and relieves pressure.

Part of the timeline also sets the time for you to provide feedback to ensure no loose ends after the project has been implemented.

10. Step back as you grow

digital marketing

After all the hard work, it’s time to develop turnover and endorsement plans.

First, take time to assess if the current strategy works and update team members on their accomplishments and performance. Next, tweak your current digital marketing process according to the fast-paced and changing times.

Finally, as your agency grows, the last part of the framework (and probably the most rewarding one at that) is stepping back and giving yourself more time out of the office and more time to focus on achieving a work-life balance.

Exciting, isn’t it? Now’s the time to scale up your digital marketing agency! Set up a Discovery Session with us for FREE. Take control of the growth of your business, and let us help you. Talk to our Scale Strategists and optimize your company by clicking HERE.

How to Scale a Marketing Agency: 7 Tips to Grow Your Business

 

how to scale a marketing agency

A marketing agency nowadays does not only refer to newspaper ads and large billboard posters. In today’s digital climate, a marketing agency is expected to tilt its focus to cyberspace – where all the thumbs up, sharers, supporters, and even haters reside – to make their services gain publicity.

Marketing agencies are now challenged to jump into the unknown age of information technology as they try to balance customer retention and acquisition. But how does a marketing agency take that giant leap? In this troubling time full of risks and closed doors, how does one choose the right time to do so?

worried on how to scale your marketing?

Scaling a marketing agency and making your way into the digital environment is often seen as a make-or-break decision that will either help you tap into potential clients or give you more headaches. Thankfully, it doesn’t have to be that way.

At ScaleTime, we are committed to helping you achieve your sales and marketing goals by giving you all the best how-tos and tips. This guide will show you how to grow your business into becoming a successful digital marketing agency. Keep reading to find out more!

The Boom of Digital Marketing Agencies

how to scale a social media marketing agency

Digital marketing agencies are agencies born from gaining customers through virtual channel platforms. Many agencies are shifting to become digital agencies in order to gain positive financial results, striving to gain more clients and new leads by embracing the call of the virtual world. A consistent and sought-after online presence gives you access to leads, pitch your service offerings, and opens the opportunity to scale your digital marketing agency.

There has been an exponential increase in online businesses and virtual markets that need help promoting their products and converting audiences to clients. Is your company the next digital agency to take the plunge?

The Right Time to Grow your Digital Marketing Agency

Clock

Now is not everybody’s time. Not everyone who climbs that mountain sees the peak. In order to successfully reach the top, you must know when is the right time to do it. Your business may be ready to go, but you’re not sure if scaling up is the right answer. We’re telling you now: look for the signals! Here are some of the signs you are ready to go:

You’re already gaining profit

scale a social media marketing agency to gain profits

When you are earning more than you are spending, it’s a sign that your business is not on the verge of shutting down anytime soon. Profit margins usually tell you how your company is doing financially. Net profit margins (the total sales minus the expenses, divided by total revenue) are the basis of the business’ total profitability, and having numbers between 10-20% is already a good figure in the digital marketing industry to indicate healthy cash flow.

Bear in mind that the profit margin for your industry cannot be compared to any other field. Other sectors have their own ideal profit margin and other businesses have higher or lower percentage requirements to show they are ranking ahead in the game.

Although it is tempting to expand once you’ve reached your goal the first year you’re in the business, be cautious and go slowly and surely. Steady earnings don’t happen overnight. Most businesses say they are ready for scaling up if these numbers are maintained or increased in two to three years’ time. With successive yields under your belt, you can then make a move and consider your business ready to scale up.

You have too many clients

Having to turn down people and companies seeking your services? Overflowing leads that you have no time to answer? Too many clients may seem ideal in the perfect setting, but it is no fun once you have to juggle around their requests altogether. This is one of the obvious signs that your marketing agency is ready to level up.

Many businesses see expansion as a hindrance to providing excellent services due to the administration’s divided attention. Correct management is the key here, and this will be discussed later in this article. We at ScaleTime help you implement a wider system to take in multiple clients and automate looking after your leads – all while remaining profitable and scaling up smoothly!

Your market is expanding

connecting dots for scale a marketing

As a marketing agency, you already have a target audience and a target market. But when you are slowly experiencing a spillover of enthusiasts from another market group or segment, this shows that the demand for your marketing services has grown. If your marketing agency can no longer provide for additional projects with the given conditions, then this is a sure sign that your client base is expanding and you may need to broaden your target market.

Take into account clients coming from outside your specific niche and try to expand from that. If you’re currently offering services to a certain location, you may want to look at other options when you are considering elevating your marketing agency.

You are comfortable with your team

scale your marketing with teamwork

When your team provides high-quality work for clients seamlessly, you may want to consider training new employees, as this is one of the ways to effectively scale up. Be on the lookout for team members who are not comfortable with this idea, however. There may be some who find teaching to be more of a challenge than their usual role.

Ask for your team’s opinion on your scaling up before making any drastic moves. If everything goes well, you will have put together a remarkable group of people who can work and grow as a team.

7 Tips on How to Scale a Marketing Agency

1. Review existing business model

good business model is required to scale marketing agency

Having a proven process will help you gauge if you’re really ready to scale or not. Leveling up your marketing agency does not mean a total overhaul of what you already have. You likely already have an existing marketing flow in place, so if you think your business model does not help you in managing your business, make some tweaks, see what works, and implement it strongly within your system. This lets everyone know what they are done with, what they are doing, and what are they going to do next.

By creating an effective digital marketing workflow, tasks will roll out more seamlessly than ever before, giving you freedom from daily 9-5 work. Here’s an ultimate guide to help you out. This includes creating and running marketing campaigns at your level, condensing the marketing process for your team, and having a successful business model becomes the basis of each workflow you execute within your digital marketing agency.

Building a great agency plan from scratch is tricky, but with the right items securing your business, you’ll be completely covered! A successful sales strategy allows changes in prospecting and qualifying leads, building rapport, assessing their needs, committing to deliver, and actually carrying out the projects. We help you understand different sales and marketing terms that will assist you in maximizing your revenues and optimizing your team.

For the best marketing flow for your business and other tips and tricks to get you ready to scale, click HERE. Watch as you grow and unfold into a beautiful digital marketing agency butterfly!

2. Implement an effective project management methodology

scale a marketing agency

The project methodology is the way your team approaches projects in order to meet the endpoint or the project goal. It is used by project managers to effectively use their team and other resources like budget, time, and supplies to produce the expected deliverables. Having a project management method in place means minimizing your risks, discovering new skills, and developing current ones while meeting deadlines and staying within the project time frame.

After carefully planning your project management approach, integrating with project management software could help you to save half the time spent in front of your desk and focus on more important duties and responsibilities. ScaleTime helps you to find the perfect project management methodology for your business and shows you some of the popular project management methodologies today. Find out how to embark on the journey from marketing agency business owner to project manager HERE.

3. Take care of new and existing clients

hand shake

You may have improved your business model and refurbished your project management plans, but if you have difficulty in holding on to your existing clients, you should check the quality of service you are offering your existing clients. A client churn may not be a result of your business and the service you provide, but it’s worth checking for the sake of your business’s reputation and income.

Build a structure that will help you analyze the satisfaction of your current client base, minimize client churn rate, and increase client retention. This will help you touch base with potential clients and help you gain new ones in the process. Easier client onboarding also helps to create excellent first impressions and smooth client experiences throughout the duration of the project, whether from direct or indirect interactions. Positive client experiences differentiate your marketing agency from the rest of the agencies in the market. It helps promote the good name of your brand, and in turn, grants access to more clients.

4. Empower your team

sea view

If you already have a group of outstanding individuals who are working well together and creating outstanding output, you can probably skip this one! This tip is for teams that have one or several rebels, black sheep, and floundering employees that you need to push harder than the others. Ask feedback from these underperforming employees; connect with them and make sure that communication is preserved and honored. You can’t say yes to something during a pep talk half-heartedly or leave them hanging confused, annoyed, and ready to hand in their resignation.

Another thing to consider when scaling up is the vacant positions to be filled by talented individuals who will become new team members. As early as the onboarding process, give new employees the information and the purpose to become motivated, creative, dedicated so that they can be on the right track from the get-go. Troubleshoot the hiring process of new employees for entry-level positions to develop young talents and harness new ideas that can help scale your marketing agency.

5. Boost your digital marketing tools

digital marketing tools

One of the most popular trends today is influencer marketing, where favored and well-liked people in the multimedia platforms like celebrities, organizations, and bloggers endorse products and services to attract new clients. Some business owners offer promos and discounts, while other agencies gift their loyal customers when they invite new clients. These are just some of the ways to boost your online and social media presence.

Digital marketing tools are used and maximized in order to gain attention from potential clients and target audiences. Driving website traffic with the right tools to improve web design is also essential to communicating properly with viewers and visitors. Delayed chatbots, faulty auto-replies, and underdeveloped newsletters are big no-nos in creating a great customer experience.

In the past, trial and error were used to test the effectiveness of current marketing campaigns. Now, there are software and programs like Google Analytics and Facebook ads that can help create and analyze the current techniques you are using. Social media marketing strategies are well within reach – it’s up to you to decide what course of action to take and put into effect in your agency.

Learn how to stretch the coverage of your digital marketing services! ScaleTime offers practical tools and solutions HERE to help you get your kick-ass marketing agency optimized.

6. Take advice from industry experts

meetings

As a business owner, you recognize your limitations and understand that every day is a learning curve. Let the experts do the talking! From creating marketing funnels to remaining profitable during agency growth, these specialists are knowledgeable on all important processes and will let you in on trade secrets for how to scale and adapt.

Build your core processes through industry geniuses and apply outside expertise to running and scaling up your business. Look for masters of the trade who will help you steer clear of vanity metrics and pay attention to actionable metrics which will aid you in weighing marketing strategies that work best for you.

7. Elevate business relationships

hand shake

A quality agency doesn’t just offer services – it also builds strong relationships with everyone involved, whether that be clients, employees, or others. As professionals, choose to create mutually beneficial partnerships that will establish the name of your agency in the world of digital marketing.

Projects may be fast-paced in the virtual environment, but relationships do not stop once the project has ended. Encourage feedback and check in on clients from time to time, as this will help them remember you when the need arises, either their own or referrals to other clients.

Successfully scaling your agency not only focuses on creating more money. Making clients happy, striving to help clients’ businesses grow, enabling new employees, and creating an awesome business model is exactly what it’s about. Ready to scale your digital marketing agency? Click here for a FREE Discovery Session.

Top 21 Client Interview Questions to Ask for Best Insights

Bill Gates once said, “Your most unhappy customers are your greatest source of learning.”

Wait, what?

Did he just say the most unhappy?

What about the others? The ones you write home about — the happiest ones.

Well, they add to your learning curve, too.

Provided you know what they’re actually thinking!

That’s why you’ve got some homework to do. You’ve got to know which questions to ask clients.

If you’ve been wracking your brain to find new ways to reach and connect with your target audience, interviewing your clients during the offboarding process can give you great ideas and insight.

But Juliana, how do you conduct an effective client success interview with the right questions that get clients to spill the beans?!

Well, I’m glad you asked. This is how we do it with these top 21 questions to ask clients.

Why conduct a client success interview anyway?

Your agency must understand the customer’s needs and expectations with your offerings. Otherwise, it’s like spelunking without a flashlight. Asking clients questions on the front and backend of a job well done gives your team the info they need to be successful.

But I don’t have time to sit and chat with every single customer and potential client!

That’s true. Asking every single client that comes through your digital door a battery of questions isn’t very scalable, is it?

But if you reach out to customers for a success interview at specific times in the buyer’s journey, your team can get much-needed insight into what clients are feeling and thinking when in the thick of the experience.

Customer feedback is actual, real data you can act on to further optimize and scale your business.

Asking clients the right questions at specific points in their journey will reveal new opportunities you can capitalize on. Answers to client interview questions can also uncover some not-so-good things happening with your brand that needs fixing.

Scheduling a Client Success Interview

The first step in the process is to schedule the initial client interview. I know, right? Who would have thunk it?

While this might seem like a no-brainer, there’s a right way and a wrong way to scheduling a client success interview.

Imitation is the highest form of flattery. Feel free to borrow our process and flatter us.

We reach out to interviewees a week or two in advance before the date we have in mind for the meeting. All we do is send a simple email asking their availability for a 25-minute (tops!) client interview.

Tips for wording your email:

  • Get straight to the point — Tell them precisely why you’re reaching out. Personalize it a bit, so it doesn’t come off as standard boilerplate or, worse — spam.
  • Be respectful of their time — Be upfront with how much time you’re asking for — 25 minutes max.
  • Thank them twice — Thank them for doing business with you (or considering it if they’re pre-buying) and for giving you some of their time for the interview.

Remember to always be genuine in the email, keep it short, and forgo any pushy language.

While it’s true that the answers you get from them will be a goldmine of data and help you further optimize your business, they’re really doing you a massive favor here.

During the client interview, I ask them a battery of pre-selected questions designed to elicit a detailed response that helps set us up for future success.

But let me disclose these are not my questions. These have been passed down from generation to generation of marketers like a fable, and the source has been washed by the sands of time.

So, before we jump to the questions, here are a couple of tips from the pros on questions to ask clients:

Pro Tip: These are time-tested questions that have helped me receive some of the best responses ever. Altering them isn’t recommended. At all.

SuperPro Tip: Keep asking “why” to get to the heart of the matter. Go ahead. Unleash your inner five-year-old!

These top 18 questions to ask clients are broken down into different categories, depending on where the client is in the buying process. 

So go right ahead and copy these. I promise to be flattered.

Potential Client Interview Questions to Ask

I don’t know what questions to ask clients because I don’t know if I can even help their business yet!

If you’re not sure if you can actually help improve their business, ask your potential clients these critical questions to understand their goals, expectations, plans, and objectives.

Set yourself up for success during the onboarding process!

  1. Before we started working together, what were you trying to do? What were the challenges you had? What were you trying to accomplish? Why? What were you frustrated by? What problems did we help you solve in your business? Why?
  2. What did you want? How do we improve your business? Why? They need your help and are here because they would like to work with you. Try to understand their business ideas and vision so that you can help them better.
  3. What are your expectations? Keep track of client’s expectations. As scope and expectations change, so should the contract?
  4.  What was your fear? What were you concerned about? What was your fear if you didn’t get what you wanted?
  5.  How did the other people involved in the decision all feel about this? What did they want? What were they frustrated by? What did they fear?
  6. What is your overall budget and projected starting date of the project? Knowing both pieces of information allows you to develop an accurate estimate that matches not just on price but also helps you accurately prioritize projects.
  7. What are your expectations on having good customer service?

Pro-tip:

Don’t over-commit just to win the client’s business.

Quality matters, and not every client is the right one for you. Have some self-respect and quit chasing all the dollars!

Questions to ask potential clients: Understanding the pre-buying process

Use these questions for understanding where your potential client is currently in the pre-buying process and if you can meet them there. These questions are beneficial when conducting a sales call.

Prospective client questions to ask during the pre-buying process:

  1.  What was most important to you when you were making a decision?
  2.  What factors didn’t matter as much?
  3.  Who was involved in the decision-making process? Who made the final decision or signed the contract? What was their title? It’s critical to figure out if you’re speaking to and dealing with the right decision-makers and understand the entire process for a business or project.
  4.  Who else did you look at? What other companies did you talk to? What other ways did you look at solving this problem?
  5.  Why did you decide to go with us versus other companies or alternatives?

There are two vital answers you need before you agree to work with a potential client:

  • Is there an actual need for your offering?
  • If so, is this person a good fit for your business?

You need both if you want to forge a long-term business relationship with the client and get referrals.

Client Questions to Ask for Understanding the After-Sale Process

When you clinch the sale, asking clients questions about why they chose your specific company and why they like your brand can give your marketing team a lot of valuable insight.

Ask these questions after the sale:

  1. What do you like about us?
  2. How could we improve? Any feedback?
  3. If you were to describe what we do to another company, what would you say?
  4. Is there anything else you want to add or how we can be helpful?
  5. Based on what you know about us, can you think of anyone else whom it might make sense for me to talk to?

To make the process simpler, I open a Google doc on my screen before I start the client interview and copy and paste the questions listed above.

I take as many notes as I can to fully capture the feeling the customer has for my brand.

Offboarding client interview questions and critical insights

Scheduling an exit interview with your clients helps get the much-needed brand clarity to drive more customers to your offerings.

An exit interview also gives you the perfect opportunity to uncover any gaps in your processes and where you can improve your offerings.

Conducting an offboarding client success interview also enables you to figure out what your target audience genuinely wants — not what the industry says they do.

So, if you’re keen on capitalizing on consumer decisions and behavioral studies, begin the charity at home by interviewing your clients during the offboarding process.

  1. Schedule your exit interview. Use the question “why” to dig for those nuggets of insight.
  2. Ask questions that uncover your client’s pre-buying processes, like why they chose your company over a competitor and who was the ultimate decision-maker.
  3. Uncover your client’s after-sale thoughts. Find out what they enjoyed about working with your company and what they didn’t.
  4. Use the end of the interview as an opportunity to ask for referrals.

Oh, and always remember to thank them before starting the client interviews and again while wrapping up.

After all, they’re doing you a favor.

So, be sure to treat it like one.

Questions to ask clients: Be proactive and take action

You won’t know if you don’t ask.

Conduct a client interview during specific points in the buyer’s journey to get valuable insight into where your customer’s heads are at.

  • Send a short and sweet email that gets straight to the point.
  • Remember to thank the client in the email, during, and after the interview.
  • Keep the interviews short (15 to 25 minutes) and respect the client’s time.
  • Simplify the process. Pick your questions beforehand and have a Google doc open during the interview.

Bottom line? It’s on you to find out precisely what your client needs, how you can serve them, and why they’ve chosen you over a competitor.

Asking clients the right questions during specific points in the customer journey will help you optimize your business for growth.

Are you falling through the cracks and gaps in your client process? That’s a bummer. There’s a better way to live.

Schedule a free session with us today, and let’s talk about how we can fill in those gaps and get your agency running smoothly!


How to protect your agency and manage a volatile crisis 💪

“Any tips for making sure we don’t derail during this time? I 
already feel like we’re changing strategies by the second (internally and client-facing) and I want to make sure

1) messaging is consistent

2) the team doesn’t feel overwhelmed with this very quick change and need for action.


Does that make sense??” [sic] 
asks Kate, a project manager of my beloved client.


It does if:

Your facebook feed is filled with Corona memes to distract you from

Your news feed that is FUD-filled (fear, uncertainty, doubt – so you don’t have to urban dictionary) with echoes of the last recession

Your WhatsApp is blown up by frantic friends and family away

You’re not sure which clients are sticking around, even if you feel like you have them under legal lock and key 

And worse… you are in a confined space with those closest to you while trying not to kill each other. 🤬You wish you could SOS yourself out of a Vampirina tranz because kids are home all day

Oh and did I mention it’s happening to your employees and clients, too?

Now that I have made you feel super warm and fuzzy 😉 I promise there is hope! 

In times of crisis, people look for leadership. 

> If you are reading this, you are a leader. 

> Step into it. 

> Own it. 

 The best crisis management we can model is the Situation Room of the United States (setting aside your feelings about the current administration)


It’s an effective way of managing crisis because it swiftly and effectively deals with the volatility by managing:

·         Information: parsing and prioritizing data that’s incoming from various sources

·         Dissemination: to whom and how to share relevant and urgent communication

·         Action: deploying and implementing tactics despite a barrage of new information coming at you (i.e revenue and resource changes)

·         Support: making sure the nation (in your case – clients and team) feel supported throughout


Five simple things to implement your own “Situation Room”:


1.        The Situation Room – needs to take place in real life (preferably with social distancing in this case). Whether that is a Slack channel, Zoom huddle or your team sneaks into a football field and then stands 6 feet apart (jk), you need a time and place to gather the info with the Gladiators you appoint.



2.      Opening and closing debriefs – there is a phenomenal amount of info to digest between closing shop and opening … then it cycles throughout the day. This is crucial to pivot and/or course-correct quickly.



3.      Create a change board in your project manager – this is a project or board where new ideas that flood from you and the team get placed to be approved, denied or delayed based on resources and urgency. This will help keep track of all competing projects and ideas.



4.     Measure the capacity of both hours and emotional stress –  this is a prime time for people to be on edge and overwhelmed. Track hours for the good of everyone’s sanity. Support your people by checking in. Are their families healthy? Will they have wifi outages (SE ASIA)? Do they need to make appointments to go to supermarkets(certain South American countries)? Stay informed… Any new data will: Affect workflow. Affect productivity. Affect your business.



5.      Lastly, Lead.

 

          In your industry. 
          In your business. 
          In your home. 

As a kid, my stepdad would constantly ask me “Are you a leader or a follower?” That is ingrained in my head. Be the reliable, constant, future thinker your team and clients need you to be. 

If you need to silently scream into a pillow, reach out and I’ve got your back. 

Leadership is the manifestation of Expansion, Empathy, and Empowerment. 

Kick some ass and let me know if you have any questions. 

Legit, send me an email – I read them all (I’m unfortunately addicted and stuck at home), I promise to respond. 

Let’s grow together. 

The Ultimate Hack for Improving Client Engagement

Luuuucy… You have some splainin’ to do!!! (Did I just age myself with this reference?)

I’m about to hop on a call with a client that may or may not have done their work for the meeting (ahem).

I ask myself: “Where are they in their business? And what’s on the schedule for today?”

But first, let’s rewind a few months.

I used to track my client engagement on a spreadsheet that I called Actions2Scale (fancy right?) in google drive. It had all the components I needed:

      • Meeting dates
      • What was accomplished during each meeting
      • What the deliverables were
      • Any notes my client or I had

The problem was that as a consultant, there are a lot of tangible worksheets and documents that my clients and I share, and since my average client is with me for about 7 months, this spreadsheet inevitably grew long, confusing and not easily searchable. Not only that, but with the mish-mosh of documents in google drive – we could never find anything quickly!

Since most of my clients are visual thinkers, I thought I would give Trello a shot. And boy am I happy I did! Here’s what it looks like:

ScaleTime Roadmap Trello

1. Creating a Visual Roadmap

The first thing I do with my clients now is create a roadmap with all the modules of our engagement on the first few lists.

Keep in mind that pre-Trello, there was no visual roadmap for the client to know where we were going. No matter how much I listed out the milestones and talked about the direction of the engagement and what we were going to do next, there was NO VISUAL REMINDER.

It was like being on a road trip with my client, who kept innocently asking “are we there yet?” every 5 minutes.

In their defense though, it wasn’t their fault!

The problem was they didn’t know what had already been done, and what was still left to do. For the productivity geeks out there – I implemented some kanban-esque methodology. Fortunately, in Trello when we are done with a topic I can change the color (nifty right?). Take a look:

ScaleTime Trello Program

2. Forget About Client Amnesia

Client amnesia is a common condition in which the client can’t seem to remember the amazing work we’ve done together.

Symptoms include saying things like “I love this system – it literally takes me 2 minutes to do a proposal. Oh, was it you that helped me implement this?”

This used to raise my blood pressure and frustrate me to no end. Now, I just point them to the Trello board as I gleefully put my feet on my desk. After all, it’s a great way to show a historical record of everything that was accomplished. All without saying a single word. Not bad if you ask me!

3. When Clients “Hijack”

This doesn’t happen as much in my practice anymore (thank the lord!), but in the past I had clients take over the session with “emergencies” or what they thought were urgent questions. In other words, “Drop everything and help me now!”

Ever since I started using Trello however, clients can see for themselves when a task moves from this month to next month for example. Suddenly the urge to hijack a session is trumped by the urge to complete what they started.

Tweet this: A client’s urge to hijack a session is trumped by the urge to complete what they started.

It’s a beautiful thing, really. The psychology of wanting to see the white cards turn blue ( labeled complete) and knowing that this particular urgency will be covered in a systematic way puts a cease and desist on wasting time. (Can I get an amen!?)

4. Say Goodbye to Inbox Flooding

With Trello, there is simply no flooding of inboxes with back and forth updates, deliverables, homework, pre-work, or any kind of work really. It’s all in a nice checklist where clients can reference their tasks whenever they want, from anywhere in the world.

I’ve actually had clients text me in their PJ’s just to tell me how much they enjoyed checking a few items from their list.

Do NOT underestimate the need to complete things!

5. Delegating Tasks Has Never Been Easier

My clients can now share their board with their staff to strategize or delegate the work, and make sure everyone is on the same page.

Nuff said.

6. Get Organized!

Out of all the benefits, one of my favorites is never hearing this question: “Where is that document again?”

Whether your documents are located in dropbox, a company server, or google docs, you can link to them inside the topics in Trello. Everything has context and searchability.

Yeah baby!

To sum up, here are all the benefits of using a project management tool to manage your client engagement:

      • Clients have a visual roadmap
      • Client Amnesia cured
      • No more session hijacking
      • Inbox flooding eliminated
      • Easy to delegate tasks to team members
      • Great way to organize documents

So let me ask you… How are YOU tracking your client engagement, and giving your clients direction in the process?

I recommend Trello (obviously), but I’m also open to learning about other options that would incorporate some or all of the concepts I discussed in this article.

I would love to hear from you either way!