Do you have a communication plan? Well, Kevin is here to talk about the communication plan we’ve worked hard to put together over the years. Communication is the most important thing you can have with your clients. Often times when we’ve had issues in the past and we’ve sat down with the team and had a lessons learned breakdown of what went wrong and where, it usually comes down to communication.
Our communication plan starts from when you’re a prospect to officially becoming a client and it’s not just how we’ll communicate with you but also how you’ll communicate with us.
So let’s start from the very beginning at sales. We set up a 15-minute call or a meeting on-site and then a more formal digital review. We have a kick-off meeting once you come on board then a strategy meeting once you’re a client. Throughout the entire process, there’s communication between the client and our project manager, Jamal, who will also send you a welcome packet once you officially become a client. This is an extensive packet with contact information for our entire team, billing support, and the whole onboarding process laid out for the client’s overview.
We have a 30-day call with every single client, Erik or I take the client out to lunch once a quarter, and we send digital marketing reports to update the clients every 2 weeks. And that’s just the planned stuff; there’s constant communication between the team and the client.
This allows us to be successful because we’re ahead of every issue and are able to tackle it in a timely manner. If the client needs something, they know they can always talk to us and we’ll respond. They know they can approach us without fear of being charged because our pricing is all-inclusive.
If you don’t have a communication plan, start with the basics: I’m going to call the client every month. You can’t just sit back and assume that everything is fine just because the client isn’t contacting you; they could be silently stewing before they fire your company and hire your competition.
Erik J. Olson is an award-winning digital marketer & entrepreneur. The Founder & CEO of Array Digital, he is also the host of the Journey to $100 Million Flash Briefing and daily podcast, and the organizer of the Marketers Anonymous monthly meetups.
Kevin Daisey is an award-winning digital marketer & entrepreneur. He started his first company when he was just 23, and is the Founder & CMO of Array Digital. Kevin is the also the co-host of the Journey to $100 Million Flash Briefing and daily podcast, and the co-organizer of the Marketers Anonymous monthly meetups.