Thread by @kasimaslam

I’ve built three multi-million dollar agencies. From my experience, the single most important skill set required to be successful in the agency space has nothing to do with the actual work. It’s a subset of client management and it will absolutely make or break your business. 🧵

Communication is THE skill for building and scaling a successful agency. It is critical to build proper communication into your systems, training, evaluations, and culture. This is easier said than done which is why we created The 3 Cs of Communication.

My 17 years of experience as an employer have taught me a sad irony: The better someone is at their job, the worse they are at communication (generally speaking).

I think it’s an accompaniment to the curse of the expert where you simply can’t understand how much or how little other people know about your realm of expertise.

To guard against this, codify communication. Here’s how we’ve done that at @solutions_8:  The 3 Cs 🙌
✔️ Clarify

✔️ Commit

✔️ Close

@solutions_8 𝗖𝗟𝗔𝗥𝗜𝗙𝗬
When someone asks a question, submits a support request, comes to you with a problem, etc., it’s tempting (and even natural) to launch into working towards a resolution. The huge risk here is that you may not be on the same page as to what the actual problem is.

@solutions_8 To start, your team must confirm and clarify every single issue, one by one. This does a few very important things:
a) It sets the client’s mind at ease, knowing that all of their problems are being addressed.

@solutions_8 b) It forces your team to acknowledge each item which acts as a safeguard against moving too quickly and potentially forgetting smaller issues in the fray of large issue resolution.

@solutions_8 c) It brings any misunderstandings to the surface immediately. You’re restating the client’s issue in your own words. This forces the client to confirm your understanding or offer additional context. Either way, you’ve achieved greater clarity.

@solutions_8 𝗖𝗢𝗠𝗠𝗜𝗧
Nothing is more frustrating for a client than not knowing what’s going to happen, especially when things are going wrong. The issue here is client managers are afraid to commit to outcomes (nor should they) because there’s so much outside of their control.

@solutions_8 The perfect middle ground is committing to the next steps. Define, in detail, exactly what you plan on doing next. “I’m going to reach out to the fulfillment team immediately. I will also check the error myself and record a video documenting the problem so they have more context”

@solutions_8 Don’t commit to things you can’t control (obviously). Instead, take the necessary next steps and detail them for the client, so they know exactly what needs to be done. Then, make those next steps your commitment. You’re now committed to actions that are entirely in your control.

@solutions_8 𝗖𝗟𝗢𝗦𝗘 
People need closure when it comes to issues and problems. Be clear and specific when it comes to timelines and what they can expect from you moving forward. This provides closure on their end and allows them a measure of peace while they await a resolution.

@solutions_8 Be specific. “This is a priority for me. I’m going to email you in [reasonable timeline], even if we haven’t been able to completely resolve this.” 
Assure the client that their concerns will stay on your radar until they’re done and that you’ll keep them updated along the way.

@solutions_8 There’s nothing better you can do for an entrepreneur than to take a problem off of his or her plate. That’s what the closure piece is meant for. It ensures they know exactly what the future with you looks like and allows them to move on to other things in the meantime.

@solutions_8 Agencies are proxies. The literal definition of agency (to be someone’s agent) is to act on their behalf. Without proper communication, you’re putting yourself at massive risk to take action on behalf of another person.

@solutions_8 How do you feel about my “3 Cs”? Is there anything you’d add/edit/delete? Let me know!

#businessgrowth #businesstips

@solutions_8 Looking for the right agency for your business? Download your free checklist and guide on how to pick the best Google Ads agency here: sol8.com/best-google-ad….