Vol. 89: Remove your Disconnect in Client Expectations

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Client Expectations

Setting Business Expectations Early Saves the Relationship

When you think about it, most of us spend more time with our business associates and coworkers than our families and personal partners. It’s like a marriage of sorts but we don’t always have the opportunity to formulate a plan for the future and revisit those goals as often as we do with our loved ones at home. But maybe we should.

Not everyone delivers communication in the same way. Moreover, not everyone receives communication in the same way. This painful truth, left unchecked, will continue to set the marketing agency and client relationship at odds. Why?

We forget that behind the business titles and job responsibilities, we are all just people. How we perceive words, imagery, body language, voice inflection, and other clues that reveal how we think and the way we might act are often left in the digital dust. And no, emojis just won’t cut it here.

This is our greatest challenge: Knowing that we communicated expectations effectively and verifying that they were received with the same understanding.

But in this virtual age of how business gets done, not every marketing agency can take it old school and meet with clients face-to-face often. Though that would help.

If well-meaning and congruent intentions were enough to keep clients happy, we’d all be with the same advertising and SEO company for the lifetime of the business (or at least a 5-year span). But who does that? Nobody. Would it be easier if we did? Yes.

While we can’t promise that you’ll maintain the marketing alliance or client for an extended period of time, the following will help you get on the same page right from the get-go: from initial contract signings, scope creep, and unexpected business shifts.

3 Rules to Healthy Marketing Agency/Client Relationships

  1. Say what you mean.
  2. Mean what you say.
  3. Document it.

These must-dos will keep emotions on an even keel and help guide your initiatives as a collective transformation, taking ideation into realization with positive results. But your attorneys won’t be invited to this party, because expectations are best set when they are understood, revisited, and attainable. Here’s how.

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Avatar for Jenny Stradling

Jenny Stradling

CEO, Business Consultant, Researcher and Marketing Strategist

Jenny Stradling is the co-founder and CEO of Eminent SEO, a boutique design and multi-channel marketing agency. Jenny began digital marketing in 2005, started Eminent in 2009 and is actively consulting some of the biggest brands in the US today. Her agency is headquartered in Mesa, Arizona, but her team is currently spread across the US.
Jenny is a mom, stepmom and grandma and there is nothing she loves more than spending time with her family. She also enjoys cooking, reading, podcasts, live music, yoga, singing, painting, writing, organizing and making – anything creative really!
Jenny is passionate about researching and sharing information on a wide variety of topics. Some of her current projects are focused on specific issues and causes she cares about, such as: mental health, recovery, personal growth, sustainability, wellness, cannabis, ethics, equality, marketing and business strategy. She also loves to share reviews, stories and content that helps support and feature other artists.

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Avatar for Jenny Stradling

About Jenny Stradling

CEO, Business Consultant, Researcher and Marketing Strategist [clearfixspace] Jenny Stradling is the co-founder and CEO of Eminent SEO, a boutique design and multi-channel marketing agency. Jenny began digital marketing in 2005, started Eminent in 2009 and is actively consulting some of the biggest brands in the US today. Her agency is headquartered in Mesa, Arizona, but her team is currently spread across the US. [clearfixspace] Jenny is a mom, stepmom and grandma and there is nothing she loves more than spending time with her family. She also enjoys cooking, reading, podcasts, live music, yoga, singing, painting, writing, organizing and making – anything creative really! [clearfixspace] Jenny is passionate about researching and sharing information on a wide variety of topics. Some of her current projects are focused on specific issues and causes she cares about, such as: mental health, recovery, personal growth, sustainability, wellness, cannabis, ethics, equality, marketing and business strategy. She also loves to share reviews, stories and content that helps support and feature other artists.

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