How to Manage your Facebook Ad Clients in 2023
Your day as an Agency Owner is hectic. Clients are at the forefront of your daily checklist, and as you continue to bring on even more clients, the daily roster of client to-dos grows—the meetings, checking Business Manager for errors, sending reports, invoices and emails… the list goes on. Not to mention when a client’s Facebook ad campaign tanks and you need to jump into the deep end to save their campaigns—and the relationship—and your entire day goes by without the chance to grow your agency.
Managing clients can be challenging—we get it.
HOW TO MANAGE CLIENTS WITHIN YOUR AGENCY
As client management specialists, we’re here to help you fill in the gaps and make things easier for you and your clients. Below are our three steps to managing clients within digital marketing agencies and free up some headspace for you.
STEP 01: Outsource your stressors
If you’re a digital marketing agency looking to scale in 2023, we highly recommend you think hard about where to outsource. Let’s be honest: When you’re running every aspect of your agency, there are bits and pieces you’re not perfect at. (Us too.)
If running Facebook Ads is your jam and you could do that all day long, stay in your zone of genius. But if you’re like us and running ads makes your brain twitch a little bit, that’s okay, too. (And we get you!) Maybe your zone of genius is managing client relations like us, so embrace your strengths and outsource the rest.
STEP 02: Make them feel like they’re your only client
Put yourself in their shoes: They’ve just handed over their business to you and paid you a chunk of money to do so. This client trusts that you’ll be there to ensure their business sees success using Facebook ads, and you’ll do just that. But in the client’s eyes, they want to be your only client (when we all know that’s not possible). So be sure to ask yourself if you’re doing these things on the daily:
Am I quick to respond to my client’s emails?
Did I update my client today? (Or at least multiple times a week!)
Am I communicating a positive, happy attitude to my client?
STEP 03: Systemize your onboarding approach
The key to wowing your clients from day one is having your onboarding process down pat before you close the sales call. If you’re on a sales call and you know you’re not ready to onboard this client seamlessly, it’ll be a mindset block for you during the sales process. You’re on a sales call, promising the world to a prospective client—but when she signs on the dotted line, you start to go into panic mode: How will I deliver on the experience I promised with a million things on my to-do list? Enter, an onboarding system, and even better if you have someone to delegate this to, like a client account manager or operations manager.
OUR COMPLETE CLIENT ONBOARDING PACKAGE:
AN EXAMPLE OF A CLIENT ONBOARDING SYSTEM
One of the things digital marketing agencies always ask us: How do you onboard clients without a hiccup?! And it’s a good question. We’ve onboarded more clients than we can count, so we tried, tested, and re-tested our process to get it so just right, even Goldilocks would approve. And now we’re sharing it with you.
Here’s a glimpse into our proven Client Onboarding System:
Stage 0: Pre-Work
Enter, the Pre-Work stage of your workflow. This is your step-by-step post-sales call.
Stage 1: Contracts & Invoice
Next up: show me the money! Let’s get honest for a second: You’re in this agency game not only to change the game for businesses who need you, but to earn money, too. This step in the process is crucial and involves moving your client from a hot lead to a paying customer.
Stage 2: Client Onboarding
Woohoo! Your clients have paid, signed the contract and you’re ready to kick things off.
Stage 3: Kick-Off Call
We’re going to let you in on a little secret: The kick-off call is more than a kick-off call… (Steal our workflow to learn what we use the kick-off call for!)
Stage 4: Project Scope
It’s go-time: You’ve gathered details about the project, so now it’s time to get a handle on the project scope.
Stage 5: On-Going Client Management
Client management doesn’t stop after the kick-off call—there’s always ongoing management for both the project and your client.
Stage 6: Happy Clients
Of course, happy clients aren’t just informed—they’re spoiled!
Lucky for you, there’s an easy fix: You just need to spend some time customizing an onboarding template for your agency. We’re sharing our own FULL onboarding workflow with you, so whatever platform you use to manage clients (we’re personal fans of Asana), you can integrate the process, step by step, into your platform of choice. So, go ahead: Steal our workflow here.
👉 Looking for the complete onboarding workflow that we use inside agencies? Check out our Complete Onboarding Package here.