Why You Need To Love Your Clients Every Day

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What can agencies count on every day?

Each day and in every way another agency is trying to pitch your clients.

You can count on it.

I have talked to many clients that share their stories.

They only listen when there is an alignment of their pain and an agency’s outreach but that only happens when the planets align.

Once upon a time a long time ago I was doing a want to see what’s out there agency search.  The client had a potential need in the future and was trying to get ahead of the game.

Agencies came in to show their Capabilities.

Some did it better than others.

One agency stood out and the CEO told the Marketing lead to stay in touch with the folks.

The same night or the next day I was copied on an email to the CEO from the Marketing lead saying I get so many of these emails that I don’t really look at them.

But I saw this one.  It was from an agency with experience in their category that had recently lost an account because of an acquisition.  The new parent company brought in their own agency to take over the marketing.

How many times has your agency heard that news?

How did the agency react?  They went after all the other companies in the category.

I have been in the meetings at many agencies when they got the bad news that they were in a review or worst were fired.

First the agency was in denial and frustration. After that it went into the emotional mode.  We have done so much for them.  They were nothing when we started to work with them.

Let’s screw those guys.

Let’s reach out to other clients in the category.  That is the first reaction of every agency that I have worked at.

Emotional yes.  Smart no. Following your emotions to try to have a meeting with a prospect in your category that is probably happy with their agency is not a good use of your time.

Much better use of your time is to invest in your current client relationships.  Relationships aren’t about the work that you do.  Relationships are about being connected with your clients in every way possible.

So how much do your love do you give your clients every day.

Do you call them every day?

Does the Principal of your agency have lunch with each client lead once a month or once a quarter?  I doubt it.

I once worked at a great shop where the President did that diligently.  We rarely lost a client and got lots of referrals.

If your agency focuses on loving the ones you are with you will be more successfully than trying to chase strangers.

You can connect with Hank on LinkedIn:

http://www.linkedin.com/in/hankblankcom

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Read: Are Marketers Still Stewarts of the Brand.

What’s Wrong with Client Agency Relationships?

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How to On Board a New Agency.

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Or a new client.

It’s all the same from both sides. It’s about liking each other, trusting, dependability, availability, watching backs, and responsiveness.

You can’t get that without establishing a strong relationship.

That is the end result that you both want.

Correct on boarding is key to great outcomes.

I have done many reviews for many clients.

When I complete reviews I tell clients that I am a bad guy and they are the good guy. That they should call the winning agency instead of me.

I make the hard calls to the agencies that didn’t win. They always want to know what they did wrong which is very difficult to answer. Closing between good agencies is often a nuanced decision. Eliminating a weak agency is simple. Continue reading

Are Agencies Isolated?

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I am always amazed when I reach out to agencies by email and even phone calls when I am doing an agency review that some agencies don’t respond. I get nada.

Imagine the fact that you have to chase an agency when you could be a conduit to New Business.

This has been consistent over the years for all the agency searches I have conducted for brands from Jacuzzi to Toyo Tires.

I often wonder why? Do they think I am trying to sell them something?

Maybe agencies are skeptics. After all when your business is basically selling new ideas then you may get tired of being sold.

Maybe people have changed. Certainly the business has. Continue reading

What Do You Do?

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What do you do? Good question. I was at the PRSA Western District Conference in LA recently.

Very few Advertising folks go to PR events. That is why I go.

There was an evening networking event and somebody asked me what I did? It stopped me for a while.

I don’t know why. I know what I do. Sort of anyway.

I always have my business cards in my back pockets. Both of them.

A lot of people would say I am a networker.

I always hand out my cards showing the back first. It says BLANK in large letters. Most people like that.

Always gets the conversation started. The smiles and the chuckles. That’s why it’s there. I’ve never changed the back. I have changed my job descriptions on the front over the decade I have been in business. Continue reading

How Long Does It Take For Agencies to Land New Business?

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How Long Does it Take for Agencies to get New Business?  Longer than you want it to. Yes, New Business can take a very long time but most agencies don’t want to hear that.

The last thing that agencies have in New Business is patience.  Patience is what they tell clients when they are disappointed with the results of a campaign. These things take time agencies counsel. Be patient they plead.

I got an e mail from an agency New Business leader the other day. He was trying to do a little research on the typical sales cycle for advertising agencies to close New Business. He was encountering some internal resistance to his belief that New Business isn’t transactional selling and takes time to develop. Continue reading

Want More New Business? Read the Want Ads.

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New Business is a difficult challenge for most agencies and service companies.

I have written a blog in the past called Are Most Agencies New Business Efforts a Waste of Time? You see many agencies chase prospects where there is no pot of gold at the end of the rainbow. I know from my agency search practice that many great brands have a larger brand footprint than budget. Agencies give them proposals that are way over their head.

I’ve heard ,“These guys are big. I bet you they have a huge budget.” One too many times. Continue reading