The complete conversation, in order. 1,095 words.
[00:00:12] so we are all humans, right? So we are bound to make mistakes. There might be, uh, missed deadlines, there might be some oversight once in a while. Uh, the biggest thing that we could do in that moment that could ruin everything is to
[00:00:29] what are the biggest mistakes in client relationship management? Um, so I'd say that the biggest mistake is actually not the mistake itself. Mm-hmm. Uh, rather it's actually the lack of responsibility and ownership that follows. Um, so, um, so we are all humans, right? So we are bound to make mistakes. There might be, uh, deadlines, there might be some oversight once in a while.
[00:00:57] Uh, the biggest thing that we could do in that moment that could ruin everything is to, you know, try to defend ourselves and not, uh, take action according to our, you know, our flaw or mistake. So I think the best thing that needs to be done in this situation is to take ownership, uh, over communicate with the client and be proactive and let them know that this has gone wrong.
[00:01:19] Um, and, uh, sort of show them that you are. Trying to work, uh, things out and, you know, fixing them. Um, this way the client also knows that you are not just the person who's managing the account, but also they can rely on you at times when things are not going to be good. They can trust you and they can, you know, build a relationship.
[00:01:40] Uh, you can build a relationship that way. So, yeah, the most important, the biggest mistake would be the lack of ownership. Yeah. Yeah, totally agree. And actually I like that you said over communicate, because my thoughts for this is actually, um, one of the mistakes is like just going silent during Yes.
[00:02:02] Optimization peers or something like that. We know that, you know, like some clients, uh, get anxious when, you know, spend is happening and they just don't hear from you. Mm-hmm. Like they might have, uh, you know, questions or worries. And if like those things don't get proactively addressed, right, they start creating these like narratives.
[00:02:31] Uh, they're own happy exactly about what's happening, and those stories usually aren't in your favor. So, yeah, it's, it's really good to just communicate over, communicate if that's possible. If the client is okay with that. If they're not annoyed, I don't think they will, but just like, you know, send brief weekly updates.
[00:02:50] Um, just let them know what's happening would be, you know, would be, uh. Really beneficial for both parties, I would say. Yeah. Yeah. And this is especially true if the client is fairly new. Uh, if it's your older clients, I think you've already gone past the stage. They know you pretty well and you know them pretty well, so you know, it's not as important, uh, in such cases.
[00:03:13] But yeah, especially when the client is new, they don't know how you work and how. You don't know them as to what they like, what they don't like. So in such cases it's always best to over communicate than under or rather not communicate at all. So yeah, yeah. In a clear manner. Of course, not using over communication, but yeah.
[00:03:34] Um, and also speak speaking of uh, when the client is new, like when the client's, um, another thing that I think is. A mistake could be like when the clients don't know, you know, Google ads learning phase. Yeah. And what happens is like they panic, uh, when they see, uh, performance tips or something like that.
[00:03:59] Right. Um, and then this would then like lead to like, misunderstanding. Misunderstanding. Or they ask you to like premature. Changes or campaign changes and they ask you to like pause everything or whatever. Right. So I guess like explaining the learning phase upfront and just really like setting expectations about what it might look like, you know, would really help prevent that panic and the actions that would come from that.
[00:04:32] Yeah. Yeah. 1% agreed. Yeah. Okay. Um, what is the best way to, um, structure client communication in, in an agency? So, um, again, it, it all depends on what type of client you have and what their specific needs are. Um, but to the most essential would be to make it more client focused and, you know, not overcomplicate or under complicate things.
[00:05:02] Um, so. Not all clients are always going to be in need of constant updates. So like I said, you know, in the beginning stages they don't know how you work. So at, at those times, they might want more updates from you, but largely I think what they want is the assurance that you're on top of things. So making sure that there's a regular check-in cadence set up with them, or, you know, uh, making sure that there's one.
[00:05:29] So either like a, a common dashboard that they're looking at. Because not every client understands how Google ads works or how the dashboard is. So maybe presenting the data to them in a simplified manner. Uh, sort of like a, you know, either a Luer studio report or something like that. Mm-hmm. That shows them things in a simplified way.
[00:05:48] Um, so these things can sort of help. Make both your jobs easier, you know, you can have a streamlined approach to communication. Um, and then that way as the weeks progress, things get easier and easier as far as communication goes. So yeah, setting up regular check-in calls is essential. Yeah. Yeah.
[00:06:11] Especially, uh, and also like, just showing visuals would help a lot as well. Yes. Um. Having like some sort of a communication hub, you know? Mm-hmm. Like, um, slack or Monday or Clickup or whatever that is, uh, for both parties to communicate in so that like, you know, um. Information doesn't get lost, then you know what happens when, like it does, um, people will start looking for information instead of like, they, they'll be like wasting time looking for info instead of like spending time taking action.
[00:06:48] Got it. Yeah. Okay.
[00:07:03] I think what's important is for, for you to really listen to what the client has to say first and not get defensive right off the bat. Um, listening to them, understanding where they are coming from is the first thing I do.
