In Episode #60 Neil and Eric discuss the relationship between digital marketing agencies and their customers—specifically how agencies treat their customers, and what agencies are getting wrong.

Time Stamped Show Notes: 

• 00:28 – Today’s topic: What Do Most Digital Marketing Agencies Get Wrong?
• 00:36 – Neil had an agency in the past and Eric has one in the present
• 00:53 – Oftentimes, big agencies hand your account off to a junior person
  • 01:09 – The results are going to be limited
• 01:26 – Creating an agency should be about driving results to clients
• 01:33 – Another mistake is not understanding the client
  • 01:42 – The relationship won’t work out
    • 01:45 – Neil’s experience related to this
  • 02:10 – An understanding between an agency and client is important before running a project
• 02:37 – Most agencies exclusively focus on building their client rosters
  • 02:48 – Agencies lack client profiling and they shouldn’t
  • 03:14 – Try a foot-in-the-door type of engagement
• 03:48 – Agencies and clients can’t focus on each other
  • 04:00 – Agencies love big clients and big clients get the special treatment
    • 04:18 – Don’t hire agencies that handle big clients, unless you yourself are a BIG client
  • 05:16 – As a client, find a small agency and make sure that you’re your agency’s biggest client and as an agency, value your biggest client
• 05:30 – Agencies’ cookie-cutter approach
  • 05:53 – Every single business is different
• 06:07 – Agencies’ package approach
  • 06:15 – There is no set package
• 06:32 – Make sure the agency produces the highest ROI for you
  • 06:47 – Give the agency your stats and metrics and ask how to increase your ROI the fastest
• 07:09 – Agencies showing off their awards
  • 07:40 – Focus on your clients

3 Key Points:

1. Owning good communication and practicing understanding can go a long way – always make sure that you’re on the same page with your clients.
2. Treat each of your customers with care—you are here because of them and they are in front of you because they need you.
3. Know your money’s worth—it’s never a crime to ask questions.

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