Agencies & Clients: You Just Got Married.
What do you do during an emergency at work? Panic? Or do you have a plan?
Crises between clients and agencies are an inevitable cost of doing business. During these moments of office triage though, there are preventive measures and responsive tactics that help slow the bleeding. Whether it’s a slight misunderstanding or a blowout argument, nearly all of these incidents begin and end with communication (or the lack thereof). Be particularly clear about the right expectations early on with a project and managing them throughout, as to minimize/mitigate any potential problems.
Tips for better client/agency communication.
Red Flags
- Turnover: A CEO, POC, PM, or any crucial member of either team leaving a project five months in will always be one of the biggest disruptors.
- Slow/Delayed Responses: If you send an email, text, or voicemail and it takes weeks for them to get back to you, this indicates that the project will run late as well.
- Nickel & Dimed: Early negotiations about relatively small dollar amounts -- when a lot of money is already being spent -- tells you that quibbling about the budget will be a constant throughout.
Communication Breakdown
As an agency, it’s our job to shepherd the client, holding their hand to best get them through this process. For clients/firms, there are a bevy of digital communication platforms to choose from, all to be taken advantage of -- but in-person is still the best way to communicate.
This holds especially true if there’s tension between the parties involved. Try to put a pause on everything and talk it out like people -- actively listen, empathize, and rethink your approach.
“People who trust each other work better together -- and face-to-face interaction facilitates that. ”
-- Rene Shimada Siegel, CEO of High Tech Connect
A Real Engagement
Imagine your business partnership as a marriage.
As with any marriage, common stressors always include money and scheduling. A web redesign is no different -- the budget, scope, and timeline are what keep a project intact but if mismanaged can unravel everything. As stated before, transparency remains the clear solution.
Your website is your gateway to everything -- it’s not a one-month project; it’s a one-year engagement. It requires rethinking the brand, messaging, and very identity of your digital presence while also increasing conversions. A site has to be built out and tested, the content has to be moved, and people have to be trained -- it’s no small undertaking. The agency and client are creating something together.
And just as with any new life, it’s always worth fighting for.