In this episode, Chip and Gini discuss how to handle situations when the problems affecting an agency’s client relationship stem from external contacts like procurement, IT, or the sales team.

They emphasize treating client contacts as allies and not enemies, and provide strategies to navigate bureaucratic hurdles and internal politics. The discussion covers creative problem-solving techniques such as using MSAs, having biweekly calls with VPs of Sales, and understanding cultural differences. The importance of having a collaborative approach and pre-building relationships to effectively manage challenges is also highlighted. [read the transcript]

The post ALP 283: What to do when your client contact isn’t the problem appeared first on FIR Podcast Network.

In this episode, Chip and Gini discuss the common practice of providing free proposals and baseline ideas to clients. They argue that professional service providers should charge for these services as doing so adds value and ensures a thorough diagnosis before providing solutions.

They share personal experiences and compare the situation to doctors who would never prescribe treatment without proper tests. They emphasize the importance of understanding a client’s business through a paid discovery phase and making adjustments along the way to deliver effective results.

Additionally, they discuss the risks of providing overly detailed plans in early stages, the benefits of quarterly assessments, and the importance of maintaining clear communication and trust with clients. [read the transcript]

The post ALP 282: Stop providing solutions before understanding your client’s challenges appeared first on FIR Podcast Network.

In this episode, Chip and Gini discuss how agency owners should handle employees with physical and mental health concerns.

They cover the increased openness around mental health and self-care, sharing personal experiences and business challenges. They highlight the importance of individualized management approaches, legal considerations, and quick professional advice.

The hosts also emphasize compassionate handling of employee health issues, the need for flexible scheduling, and the impact on small businesses. Gini shares insights on providing support for team members and owners, such as disability insurance, to cover long-term absences.

They conclude by underlining the importance of empathetic leadership and offering flexibility. [read the transcript]

The post ALP 281: Supporting team members with mental and physical health challenges appeared first on FIR Podcast Network.

In this episode, Chip and Gini discuss how to manage situations where clients want to terminate contracts early. Gini emphasizes the importance of having a strong contract with clear termination clauses, which can serve as leverage in negotiations.

They share experiences and strategies for recovering outstanding invoices, including offering concessions and being flexible with payment arrangements. The duo also cautions against aggressive tactics like public shaming for non-payment and stresses the importance of maintaining professionalism to avoid burning bridges. They conclude with practical advice on managing accounts receivable and resolving disputes amicably. [read the transcript]

The post ALP 280: Handling early client contract terminations with finesse appeared first on FIR Podcast Network.

In this episode, Chip and Gini explore the impact of AI on client expectations. They discuss how AI is perceived to speed up work, leading clients to have unrealistic expectations regarding turnaround times and pricing.

The duo emphasizes the need for agencies to set realistic boundaries and manage expectations from the outset. They share stories about AI’s inconsistency, particularly in generating imagery and written content, and stress the importance of educating clients on the limitations and potential of AI.

Ultimately, they advocate for leveraging AI’s efficiencies while maintaining transparency and setting clear guidelines with clients to avoid morale and operational issues within your agency. [read the transcript]

The post ALP 279: Setting client expectations in the AI era appeared first on FIR Podcast Network.

In this episode, Chip and Gini focus on the issue of employees over-servicing clients. They discuss the reasons behind over-servicing, including fear of client dissatisfaction and insufficient initial project scopes.

The hosts emphasize the importance of educating employees on the long-term negative impacts, both on agency profitability and client relationships. They advocate for involving employees in strategic planning and scoping processes to ensure accurate budgeting and foster accountability.

Chip and Gini also highlight the benefits of regular communication and collaboration with team members to prevent recurring problems and enhance overall agency efficiency. [read the transcript]

The post ALP 278: What to do when agency employees continue to over-service clients appeared first on FIR Podcast Network.

In this episode, Chip and Gini discuss the importance of having a clear vision for where an agency is headed while also acknowledging the need for strong operational skills.

They explore different types of agency owners, from visionaries to those who excel in operational management, and emphasize the necessity of balancing these roles within a team. The duo highlights the importance of complementing one’s weaknesses by hiring the right people, whether it involves bringing in operational expertise or visionary ideas. They also share personal anecdotes and practical advice on maintaining this balance for the long-term success of an agency. [read the transcript]

The post ALP 277: You don’t need to be a visionary, but it helps to have a vision for your agency appeared first on FIR Podcast Network.

In this episode, Chip and Gini discuss the frequent occurrence of receiving offers to buy agencies and how to handle these communications.

They share their own experiences of receiving such emails, including the prevalence of fraudulent or unserious offers. Gini describes her method of vetting these emails, such as examining URLs and LinkedIn profiles, and emphasizes the importance of legitimate connections within the industry.

Chip provides further insights into the credibility of business brokers and the typical behaviors to watch out for. Both caution against making emotional decisions and underscore the necessity of due diligence, patient decision-making, and listening to one’s gut feelings.

They conclude by highlighting the importance of proper advice and support for making sound decisions in the agency selling process. [read the transcript]

The post ALP 276: How to handle unsolicited agency acquisition emails appeared first on FIR Podcast Network.

In this episode, Chip and Gini discuss the challenges of dealing with team members who may not be enthusiastic about the clients or the work your agency is doing.

They cover whether agency owners should be concerned if their employees dislike the job, the consequences of ignoring such issues, and the importance of alignment between client work and employee satisfaction. They also emphasize the need for transparency in the hiring process and preparing employees for potential pivots or shifts in the agency’s focus.

Gini shares her personal experience with pivoting towards the PESO model, and both hosts advise on involving team members early in the process to avoid misunderstandings and to gather valuable feedback. The episode underscores common themes such as the significance of communication, transparency, and knowing your financials in successful agency management. [read the transcript]

The post ALP 275: How to handle your team when they don’t love your clients appeared first on FIR Podcast Network.

In this episode, Chip and Gini discuss how agency owners should handle situations when an employee resigns.

They explore the emotional reactions owners might have, the importance of maintaining professionalism, and the need to gather more information from the departing employee. They emphasize the value of a cooling-off period to devise a rational plan and the potential for restructuring the team.

Chip and Gini also talk about seeking feedback from remaining team members to ensure a smooth transition and mitigate the risk of more employees leaving. They stress seeing an employee’s resignation as an opportunity to learn and improve the business. [read the transcript]

The post ALP 274: Turning employee departures into opportunities appeared first on FIR Podcast Network.