All any business really needs to thrive is happy customers. That’s a fact. And the overwhelming majority – 85% to be exact – of small businesses get customers through word of mouth. So in a nutshell, happy customers lead to new customers, driving the success of a business upwards.
Creative agencies are often left with this challenging task in addition to another one: keeping clients happy along the way. More often than not, clients cannot really pinpoint what they want out of their professional relationship with an agency. But there are things you can do to reassure them that they’re on the right path, to show them that you care about their company as if it is your own.
How? We’re here to break it down for you. Clients really just want:
1. To know they’re getting value for what they’re paying
Clients, just like anyone making an investment, want to know that they are putting their money in the right place. As a creative agency, you don’t have to tell them how they are getting value; you can simply show them. With good design and set-metrics, you can show the client numbers and data to give them the reassurance they really need.
2. To know that their ideas are being heard and materialized
Always involve the client in the design process. Ask them how they envision things to be, what they aim to achieve, and what message they want their brand to embody. Listening to their ideas and brainstorming together will make the client feel appreciated and understood.
3. To be able to contact you at any time
Sometimes, the light bulb in the client’s mind goes off outside your working hours. At other times, a brand crisis may erupt, demanding your attention on the spot. It is important to never make the client feel that they are in the wrong for contacting you. On the contrary, try to engage in a discussion and let me know why it is or isn’t feasible to execute their request at the time of contact. If it’s possible to get it done, do it.
4. To see unmatched results, designs, and ideas
Nothing speaks louder than good work. As long as the client is happy with the output and the numeric results, nothing else matters. They will know exactly how they are reaping the rewards of working with you. Make it worthwhile.
5. To know you’re offering them the best service
Clients want constant reassurance that you are their go-to for any kind of problem. They expect solutions at every turn. Engage in constant discussions to ensure a proper understanding of what the client wants at every stage of the business cycle. Always have solutions right under your nose.
It’s important to know…
At the end of the day, the client has the upper hand. That does not mean that they control what you do, but they do have the power to call it quits anytime. But if you show them you are on their side, they’ll stick around for the long haul. No doubt about that.