Foundations of Client Servicing
Master Client Success: Grow Your Agency with Proven Service Strategies
Any of this sound familiar?
Struggling to retain your clients?
Not converting at proposal stage?
Overservicing your clients?
Great at what you do, but have no experience on how to manage clients effectively?
Unsure on how to ask for referrals?
Don’t know how to re-engage lapsed clients?
Not sure how to grow existing clients?
If these challenges sound familiar then our Foundations of Client Servicing is the programme for you!
The programme is tailored specifically for solo agencies, or those with a small service team, to help them elevate their client servicing skills within their means.
Each workshop is designed to provide you with tangible outputs, so that you will walk away at the end of the programme with a full suite of documents and processes to support you in servicing your clients effectively.
Numbers are limited to ensure plenty of opportunities to ask questions, and you will be paired with an accountability partner for each session to provide networking opportunities as well as to learn from other agencies. Each group will have a dedicated Slack channel providing opportunities to speak to fellow participants throughout the program as well as the trainer.
Programme Outline
Workshop 1: Building Success from Brief to Pitch
Understanding Client Servicing
Explore the importance of client servicing in retaining clients and driving growth.
Learn what clients truly want from their agencies and how to exceed these expectations.
The Role of Client Services
Differentiate between the roles of a Project Manager and an Account Manager
Mastering the Briefing Process
Learn the essential components of an effective brief.
How to respond accurately to client briefs.
Crafting and Pitching Proposals
Gain insights into creating compelling proposals that resonate with client needs.
Workshop 2: Effective Contracting and Client Onboarding Strategies
Statement of Work (SoW) Essentials
Understand why clarity in your SoW is critical to preventing scope creep and setting precise client expectations.
Step-by-step guidance on drafting a SoW that encompasses client objectives, budget considerations, and pricing strategies.
Onboarding for Success
Explore the significance of thorough onboarding practices that help mitigate ambiguity and align expectations.
Develop an impactful onboarding deck
Tips for leading onboarding calls that are engaging, informative, and conducive to building strong client relationships.
Workshop 3: Advanced Client Management and Communication
Effective Meeting Management
Learn how to prepare for and run effective meetings that keep projects on track and clients engaged.
Enhanced Communication Skills
Develop your communication toolkit
Handling Difficult Clients
Gain strategies for managing challenging interactions and turning difficult situations into opportunities for growth and learning.
Client Relationship Management
Discover how to build stronger, more resilient client relationships through meaningful conversations and a deep understanding of your clients' business needs and expectations.
Workshop 4: Driving Agency Growth Through Strategic Account Management
Understanding Account Growth:
Explore the importance of focusing on existing client growth over acquiring new clients
Client Segmentation
Learn to classify clients into categories to tailor strategies effectively.
Utilising Client Successes
Dive into the methods for gathering and utilising referrals, testimonials, and case studies to enhance credibility and attract new business.
Program Evolution:
Discuss strategies for evolving client programs.
Case Studies
Workshop 5: Mastering Client Transitions and Re-engagement Strategies
Offboarding process
Learn the importance of a structured offboarding process and what critical elements to include to leave a lasting positive impression.
Re-engaging ex-clients
Strategies to identify opportunities for re-engagement and techniques for approaching former clients with new offerings.
Q&A
Dedicated time to ask specific questions pertaining to your agency
What will I gain from attending?
Not only will you learn how to service your clients at a level that will take them from a satisfied client to a loyal client, but you will also walk away with:
A robust Client Briefing Document
Agency specific Client Onboarding Deck
Internal/freelancer Briefing Document
Customer Experience Process
Account Plan structure
What’s the cost?
The INTRODUCTORY cost of the workshop is just £450pp for 5 Workshops, that’s just £90 per workshop!
What are the next available dates?
Every Thursday
3rd October 2024 - 31st October 2024
FAQ
Who should attend this workshop?
This workshop is designed specifically for agency founders and small teams who are directly involved in servicing clients. Whether you're handling client relationships yourself or have one or two team members helping, this workshop will provide valuable insights and tools to enhance your effectiveness.
What will I learn in the Foundations of Client Service for Founders workshop?
Participants will gain practical skills in client communication, effective feedback mechanisms, and client lifecycle management. You'll also learn how to implement scalable processes that can grow with your agency, ensuring you can effectively manage increasing client demands without sacrificing quality.
How interactive are the sessions?
Each session is interactive with group discussions, Q&A opportunities and homework. With limited numbers, the workshop allows for personalised attention and ample opportunity to engage with peers and the facilitator.
Will I choose who I am partnered with?
We will mix up the groups each time so that hopefully you will have a different accountability partner for each session to increase your opportunities of networking as well as learning from other agencies.
What outcomes can I expect after completing this workshop?
After completing this workshop, you will be equipped to enhance client satisfaction, improve retention rates, and streamline service delivery. You'll leave with actionable strategies and frameworks that can be immediately applied to your agency operations.
How long does the workshop last and what is the format?
The workshop consists of five interactive sessions spread over a few weeks. Each session lasts 1.5 hours and is conducted online, allowing participants to join from anywhere.
What is the cost of the workshop, and what does it include?
The cost of the workshop is £1,300 and includes all five interactive sessions, access to workshop material, entry into our dedicated Slack channel for ongoing support, and networking opportunities with peers.
Is there support available after the workshop ends?
Yes, all participants gain access to a dedicated Slack channel where they can continue discussions, seek advice from peers, and receive ongoing support from workshop facilitators.
How can I register for the workshop?
You can email Jo@clientsuccessmatters.co.uk to register your interest. Early registration is recommended as spots are limited to ensure a quality learning experience.
What will I need to participate in the workshop?
Participants will need a computer with internet access, an email account, and a willingness to engage actively. All other materials, including workshop notes and access to our dedicated Slack channels, will be provided.
Are there any prerequisites or required knowledge?
No specific prerequisites are required, but a basic understanding of client management and agency operations will help you get the most out of the workshops.
How are the workshops delivered?
Workshops are delivered online through live sessions, enabling interactive discussions and real-time feedback.
What if I miss a session?
Recordings of each session will be available for participants who miss a session or wish to review the content.