There are now two types of client-facing account leads: Those who proactively lean in, lead their clients, and grow the business — and those who are subservient order takers. One is a confident client partner, while the other is a tactical vendor. With this in mind, consider each of your key leaders and their team members.
Clients have lost patience for agency team members who add little value. They’re looking for strong business partners who understand and address their most pressing marketing – and business – needs. And, why not? If your teams aren’t adding business value, there are lots of other agencies who will. Your clients will move on. It’s that simple.
The good news is that it IS possible to meet the high expectations of clients. Your teams just need the right skills.
In this video, we outline a diagnostic model by which you (and your client services director) can evaluate the effectiveness of each client-facing lead and their team members. It’s also a powerful self-evaluation tool to help them identify specific areas for improvement.
Check out our Account Lead Evaluation Model video: