When it comes to our agency, our clients are everything.
We love seeing our clients succeed and are proud of the part we play in that.
But how do you keep your clients coming back? How can you be sure they’ll never be tempted by your competitors?
Get to know your clients.
And I mean really get to know them, not just over a business meeting – treat them to lunch, or better – drinks! The more you can build a level of understanding and friendship with your clients the more successful your partnership will be.
Find out what they’re interested in outside of work, what do you have in common? What would they have in common with the rest of your team? Which moves me onto my next point…
Introduce clients to your whole team.
Introducing different members of your team with as many of your clients as possible is a great way to help them remember you when it comes to their next project. They might really dig your developers’ style, or love the friendly attitude of the designers – perhaps they’ve got kids of the same age and can bond over the terrible twos? Who knows, but the more you talk, the more you communicate, the more you’ll become their first port-of-call when it comes to creative work.
Throw in extras.
Don’t you just love it when you’re going to pay for something, you get to the till, and your item is unexpectedly cheaper than the label states? Honestly, it’s one of my favourite things. And your clients will love it too – if they have a substantial amount of work coming your way then do them a solid and throw in something extra, or take 10% off – and make sure they know you’re doing it because you appreciate their business and enjoy working together. Trust me, they’ll remember it and they’ll keep coming back.
Will it take 10 minutes? Do it ‘on the house’.
We understand how tough running an agency can be and why it’s important to charge for every piece of work undertaken, even if it’s updating one image on a website.
But ask yourself this, what’s worth more, 1 hours work – or your favourite client knowing that you’ll go the extra mile for them? I’d certainly say the latter. So, if the job really will take you 10 minutes, and if you can afford to, then do it on the house as a gesture of good faith. This way your client will know they’re appreciated and it’ll only build their trust in you and your agency.
Obviously, this comes with a warning; if the client starts to take advantage of your good nature then you’ll need to start hitting the timer and billing them when the phone rings – but this is rarely the case.
Send launch gifts.
This one goes down so well with our beloved clients. You’ve both worked so hard to get to the final product launch, so it’s important to make sure you make your client know you appreciate the journey you’ve been on together and that you’re proud of the result.
Send them a hamper, some champagne, or a bespoke congratulatory card designed by your team. It’s the small touches that they’ll appreciate and they’ll like knowing that it’s a celebration for you too!
Make sure every client knows about every service.
You wouldn’t want your clients to go to any other agency, right? So make sure they know about every single service that you offer to lessen that chance. If they don’t know you offer copywriting services, then what’s stopping them looking for another agency who does? Then the danger creeps in, does this agency offer all of the services you do too? Bye Bye business.
It’s a dangerous path, and if you can offer the whole package to your clients – then do. That way you’ll be sure they don’t have any reason to look elsewhere.
If you want to learn more about our process or talk to us about a new project, you can get in touch here.