Better Client Service
How We Take Client Services to the Next Level
What happened the last time you called your marketing agency? Did you actually speak to a human? Did you hear back from them the same day? Was your issue quickly resolved to your satisfaction?
If the answer to any of those questions was no, you may not be getting the level of client service you deserve.
At Roger West, we don’t use voicemail during office hours. When anyone calls us, the phone rings in all our offices – even our CEO’s (first one to pick up the phone wins). This means you will always talk to a real person when you call instead of a machine.
This is just one of the ways we provide a dedicated level of service to our clients.
“We pride ourselves on being responsive and available. If our clients need us, they know they can call or email us directly and we’ll take care of them. If any sort of urgent issue arises, it’s all hands on-deck. Everyone will drop everything else until the issue is fixed. We’re very agile,” says Jared Cordes, Director of Accounts at Roger West.
The problem with some of the bigger marketing agencies is that they send out an elite and seasoned team of professionals to meet with you when they are trying to land your account, but those aren’t the same people who actually end up working on your project. Ultimately, your website may be programmed by interns or even outsourced to freelancers.
“Here, you get direct access to the people who will be working on your project. I’m not passing anyone off to a junior account person, and a college kid isn’t designing or developing your site,” says Cordes.
Most of the team at Roger West has 10 -20 years of industry experience. So clients can rest assured – this ain’t our first rodeo.
Communication is key to any successful relationship. So, we make sure to set client expectations from the get-go, and then provide ongoing, recurring status updates so no one is ever in the dark as to where their project stands.
Being honest always goes a long way too. If we make a mistake, we’ll own it and make it right.
Do you know the best way to ensure super happy clients? Deliver for them. Create killer designs, robust technologies and strategic campaigns that produce show-stopping results. This is what we do best.
Last, but certainly not least, you should enjoy working with your agency. They should make work fun. You should feel comfortable with them and build a solid relationship with them over time.
We genuinely enjoy working with each other here (in fact, we were recently named a TTBJ 2019 Best Places to Work honoree), and most of all, we enjoy working with our clients.
We consider them our friends, and we’ll go above and beyond to keep it that way.
Want better client service? Want to be besties? Want someone better than your current agency?
About the Author
Diane Callihan is an Emmy-award winning writer with 15+ years' experience in digital marketing, an MFA in Creative Non-Fiction Writing, and a lifelong love of story-telling. When she's not busy sharing her love for Roger West with the universe, she likes to explore the wilds of Florida, play with her super-zoom camera, and talk to alligators.
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