Clients often find themselves stuck in different processes when using services or products. These problems affect the functionality of agencies as well. To prevent these clients from wreaking havoc on your agency’s day-to-day workflow, you must stay prepared.
This post will train you to optimize your performance and handle situations seamlessly.
Different Types of Customers
Knowing the customer is the first step to good customer service for agencies. How you deal with them reflects on your business’s competence. Customer service agents handle customers daily and every customer has a different personality. It can get exhausting, but the agents must ensure a smooth interaction with every caller.
Based on their temperament during the call, customers are characterized into various categories:
– The Irate Customers
– The Chatty Customers
– The Misguided Customers
– The Presumptuous Customers
– The Optimistic Customers
Common Client Problems Agencies Face
Here are eight general problems encountered by agencies with suggestions to avoid or ease the situations. Every call center must hire executives capable of adapting to the different temperaments displayed by customers. However, most agencies lose clients due to their own incompetence.
Sometimes these losses are inevitable, but most of the time they can be avoided. Dodge these mistakes to lose fewer customers!
1. Measuring ROI Without Call Tracking
CallGear is an online call analytics service that offers simple yet effective call tracking plans. Call Tracking is a necessary tool to keep a record of your active marketing campaigns. Using Call Tracking, finding the origin of an inbound phone call becomes both possible and simple.
If you don’t want your clients to switch agencies, then you need to track their data. Not keeping analytical records of their marketing campaigns is not a smart move. Clients need to know if they’ve made a wise investment in their ad game.
Solution:
If your agency does not have access to call analytics software, get one now.
2. Lack of Communication
Okay, you’re tracking data but you don’t communicate it to the client. So what’s the point?
Communicate important details with your clients to gain their trust. Reports suggest that 56% of agencies are more interested in selling their services than solving issues the clients face.
Solution:
Report clear details to the client rather than throwing out numbers without any context.
3. Not Clarifying False Expectations
Be realistic with your clients. Clarify any misconceptions regarding your services. Clients expect the agency to deliver results that exceed their expectations. That, however, is not always the case. Help them understand the possibilities and the extent of your services.
Solution:
Set achievable milestones and discuss the timelines with clients before making any promises.
4. Being Evasive of Change
If management changes, the new boss may not want to continue with your services. Don’t be afraid to refine your sales pitch when management changes. It is your job to switch things according to their perspective.
Solution:
Try putting forth a revised sales pitch with new management in mind.
5. Offering Common Services
Many businesses now have in-house marketing teams. They can manage some of the daily operations on their own. This does not mean that they don’t require your agency’s assistance anymore. In-house marketing teams cover some basic areas of marketing. Offer the services they are in desperate need of.
Solution:
Specializing in some less-common marketing strategies. Be sure to emphasize your agency’s specialization to the company, especially when their in-house team isn’t as good.
6. Fussing Over Budget Changes
Your client just told you they are enforcing budget cuts. Instead of frowning, get working on optimizing your marketing strategies to fit within their new budget. Don’t let financial constraints ruin your relationship with the client.
Solution:
If possible, try working through the budget until it satisfies both parties’ needs.
7. Not Taking Initiative
Many clients switch agencies due to their lack of involvement as time passes. If your agency works hard to land the deal, then it’s important to continue taking initiative. 46% of clients fire an agency when the agency fails to perform adequately.
Solution:
Find out why your agency began losing direction and work until they gain momentum again.
8. Not Trying Hard Enough
Sometimes there is nothing wrong with the agency’s performance. The client loses interest because of the slow pace of progress or is looking for a better deal from different agencies.
Solution:
Spice things up by asking the clients to try different services when things seem to slow down. Gauge their plans about working with your agency in the future through timely emails or surveys.
