Clients often want to know who at the agency does what. It might be because they want to understand the work that they’re getting, but it also might be because they want to go directly to individuals for certain things.
Chip and Gini tackle this important topic in this episode of the Agency Leadership Podcast.
You need to be clear with your team about what their individual roles are so that there isn’t confusion. There needs to be a single person responsible for the completion of each task (even if they need to work with others to accomplish it).
But how do you handle clients who want this level of detail? It’s fine to communicate the expertise that you have, but be careful about locking yourself in to specific team members doing work for that client. Sometimes the agency’s needs change and as long as you continue to deliver a quality product, it shouldn’t matter to your clients.
Chip and Gini also argue that it is important to have a primary point of contact for each client with your agency so that they aren’t asking for lots of individual items from team members that could get lost in the cracks and not done — or completed but not properly recorded as work done for that client.