Top Tips for Building Strong Client Relations in a Digital Marketing Agency

Building trust and maintaining open communication with clients is essential for any marketing agency striving to deliver amazing results. At Fly High Media, we recognise the impact that strong client relationships can have in creating exceptional outcomes across our full range of services.

Our client’s goals are at the core of everything we do, and we are dedicated to ensuring their experience with us is both productive and rewarding. These relationships form the foundation for long-term success, enabling us to exceed expectations and meet each client’s unique needs.

In this article, we’ll share our top tips for building lasting and effective client relationships. Whether you’re an agency professional seeking to refine your approach or a prospective client curious about our process, these tips will offer valuable insights into fostering meaningful partnerships.

Clear Goal Setting from the Outset and Throughout

Setting clear goals and expectations with a client is key to building a trusting and long-lasting relationship. Whether the client has extensive PPC or SEO knowledge or is a complete novice, making sure they fully understand our process and how we operate is so important. Having misaligned expectations can lead to frustration for all parties involved, and can have a long-lasting effect on the effectiveness of the relationship moving forward.

For example, when we start a website design project for a client we make sure to get their ideal ‘go live’ date pencilled in first and build our strategies around this. Then we will create a plan and make sure the deliverables that we agree to are reasonable and doable within this time frame. It is also important to set the precedent that all projects between agency and client are a joint effort, and timeframes are dependent on collaboration and feedback between all parties.

When a client agrees to start working with us on any marketing services we provide, scheduling an onboarding meeting is the first key step to ensuring expectations are clear from the get-go. Outlining milestones and deliverables and then breaking them down month by month makes sure that expectations are agreed upon from both ends so both parties have a mutual understanding of the work being done.

Communicate Proactively and Frequently

When working in any agency, whether in marketing or another field, regular and open communication between all parties is crucial for fostering fruitful and long-lasting relationships.

Regularly scheduled meetings are essential to ensure clients feel informed about the progress of their campaigns. These meetings allow for a more personal conversation than emails can provide. Not only do they offer clients valuable insights into their campaigns, but they also give agencies the opportunity to highlight and discuss their hard work.

A great way to track client meetings and ensure everything discussed is recorded is by using a transcription platform. With the client’s permission to record calls, there are numerous paid and free options available. Having a detailed record of meeting discussions benefits both team members and clients, enabling effective monitoring and ensuring everyone remains up to date.

Adopting different methods of communication to suit individual clients’ needs also demonstrates flexibility as an agency. At Fly High Media, we tailor our communication methods to each client’s preferences, offering different streams of communication depending on their requests. We pride ourselves on being adaptable and are always willing to adjust our approach to meet their expectations.

Effective Internal Communication and Time Management 

Effective communication with clients is vital in a marketing agency, but having strong lines of communication within your internal teams can be equally as important. Clear and consistent communication keeps everyone aligned and working towards the same objectives, enabling the delivery of cohesive results for clients.

Regular internal meetings, especially at the start of the week, are essential for synchronising efforts, sharing updates, and addressing potential challenges. This is particularly important for clients who have multiple services with us, between PPC, SEO, or Social Media, using collaboration and communication between all of the departments is key. For example, aligning paid and organic marketing teams ensures a unified strategy that achieves the client’s goals.

Utilising internal tools can greatly enhance productivity and time management. Project management software helps assign tasks and track progress, while messaging platforms like Slack or Microsoft Teams keep everyone connected. These tools are particularly useful for remote teams and provide a reliable record of communications, unlike verbal conversations in the office.

Strong internal communication allows for better collaboration, efficiency, and ultimately, better results for clients.

With a client retention rate of 90% here at Fly High Media we believe that we provide exemplary services to all of our clients in all areas of our business. Whether they are long-lasting clients or brand-new to us, we treat all of them exactly the same and go above and beyond to get them the results and treatment that they deserve. These key points can help create relationships that stand the test of time, and also provide amazing results to go alongside. 

If you would like to hear more information about the services we offer, contact us now!