Episode 302:

We all know how critical account service people are to the success of our agencies. It’s a tough job. Account service people must balance the needs of the agency, the internal team, and of course, the clients. A rock-solid account service person can help you retain and upsell clients, delivering a higher percentage of profitability on both counts. Creating a strong and dependable account services team and process is key to your success.

Taylor McMaster is a former agency owner who discovered what she loved most about the work was the account services side of it. This realization inspired her to start a company that outsources account service people to agencies with the goal of improving agency-client relationships and allowing agency owners to step back from the day-to-day so they can concentrate on scaling their business.

In this episode of Build a Better Agency, Taylor and I look at several different elements to building successful account services. We discuss how to onboard new clients, ways to ensure you’re hiring the right account services people, and making the most of client relationships by understanding what they want and need from your agency. Strengthening your approach to account services gives you as the agency owner the freedom to put your focus on building your business.

A big thank you to our podcast’s presenting sponsor, White Label IQ. They’re an amazing resource for agencies who want to outsource their design, dev, or PPC work at wholesale prices. Check out their special offer (10 free hours!) for podcast listeners here.

Account Services

What You Will Learn in This Episode:

  • How to onboard a new client
  • Why agency owners aren’t always great at client services
  • How to hire strong account service people
  • Keeping the relationship fresh with long-term clients
  • What clients want from your client services
  • How to merchandise a client relationship
  • What agencies get wrong in client services
“There are so many pieces that you as an agency owner are running on a daily basis that people don’t really see from the outside.” - Taylor McMaster Click To Tweet “Onboarding a new client starts with the sales process.” - Taylor McMaster Click To Tweet “If your goal is to scale your business so that it’s not all on you, it's a really important component to have someone to who is your transition hand off.” - Taylor McMaster Click To Tweet “Going above and beyond in your day-to-day can wow clients.” - Taylor McMaster Click To Tweet “To be premium, you have to be proactive.” - Taylor McMaster Click To Tweet “We need to be very forward in asking for client feedback.” - Taylor McMaster Click To Tweet “We all want to be optimistic, but we have to be realistic with our clients or that relationship won’t last.” - Taylor McMaster Click To Tweet

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