Is Your Agency Dropping The Ball? Here’s How to Fix It (Client Experience Best Practices)
The First Step to Fixing Your Agency’s Account Management Process
Let’s be real—account management can feel like juggling flaming swords while blindfolded. Agency owners often find themselves buried in client emails, chasing down project updates, and wondering, “Where the heck do we even start fixing this?”
In this episode of The Happy Clients Podcast, we pull back the curtain on the very first step we take when working with agencies: the account management audit. And trust us, it’s a game-changer. 🚀
The 4-Pillar Framework That Transforms Agencies
Our senior department manager, Jillian, joins us to break down the four essential pillars of account management and how they impact your agency’s success:
1. Internal Agency Structure
Before you can deliver an A+ client experience, your team needs to be dialed in. We assess whether roles are clearly defined, meetings are intentional (not just Slack messages flying everywhere 💨), and if your sales-to-onboarding handoff is airtight. Spoiler alert: This is where most agencies have major blind spots.
2. Client Retention & Happiness
Winning a client is one thing—keeping them is another. We look at whether you’re actively checking in with clients (before they start ghosting you 👻), tracking satisfaction levels, and using a strategic approach to gifting. If your gifting strategy consists of an occasional Starbucks gift card, it might be time for an upgrade.
3. Project Management
Your project management tool shouldn’t just be a glorified to-do list—it should be the engine that keeps your agency running like clockwork. We dig into whether your team is using your PM software the right way, if projects are consistently delivered on time, and where automation can take things off your plate.
4. Onboarding
First impressions matter. A solid onboarding process sets the tone for the entire client relationship. We help agencies refine their process to be both efficient and personal, ensuring clients know exactly what’s coming next (rather than being left in the dark after signing the contract).
Where Most Agencies Struggle (And How to Fix It)
After auditing countless agencies, we’ve noticed a pattern—there are certain red flags 🚩 that pop up every time. The biggest culprits? A messy sales-to-onboarding handoff, a non-existent gifting strategy, inconsistent PM software usage, and unclear expectations during onboarding.
The good news? Once you know where the gaps are, you can start fixing them. And that’s where we come in.
Take Action Now
If you’re an agency owner struggling to streamline account management, take a step back and assess these four pillars in your own business. Identify the glaring reds, make a plan to tackle them, and start creating a smoother, more predictable client experience.
Want expert eyes on your agency’s process? That’s what we do best. Tune in to this episode for all
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