Welcome to our first episode in a new series on project management essentials! In this episode of the Agency Rocket show, hosts Liz and Chelsea tackle the perpetual challenge of client management in a creative agency. What practices make a project flow smoothly, for both the agency and the client? We learned the hard way, and we’re sharing our methods with you. From the art of communication and setting boundaries to milestone management and scope creep, join us as we lay down the fundamentals of exceeding expectations and ensuring a project meets its deadlines… as long as our clients meet theirs too. Get ready for insightful takeaways, valuable dialogue, and plenty of real-world wisdom to elevate your project management game!
When I think about a successful project, it's about exceeding and meeting both my expectations and the client's expectations. It's about the creative, the customer service, and the communication.
Expectations from the Agency Side (00:00:56)
Liz explains the dual-client concept and the need to meet both her and the client's expectations.
Client Experience in Branding (00:02:46)
Chelsea shares insights on client satisfaction during the branding process and importance of clear communication.
Managing Client Relationships (00:03:53)
Introduction to the four areas of project management: client, deadline, team, and budget management.
Importance of Client Management (00:04:30)
Liz discusses the nuances of managing client relationships and the need for effective communication.
Project Management Talents (00:05:51)
Chelsea highlights the multitasking skills required for effective project management.
Role of Account Managers (00:06:14)
Liz compares larger agencies with dedicated account managers to their smaller agency model.
Communication Protocols with Clients (00:09:10)
Discussion on maintaining constant communication with clients to avoid confusion and ensure transparency.
Simplifying Client Processes (00:11:02)
Liz and Chelsea discuss the importance of simplifying processes for a better client experience.
Convenience for Clients (00:13:51)
Liz stresses the importance of convenience in client communication and project updates.
Setting Milestones for Client Projects (00:15:32)
Liz outlines how to set milestones and communicate them clearly to clients.
Dealing with Scope Creep (00:17:59)
Discussion on how to set boundaries and say no to out-of-scope requests.
Communicating Expectations Upfront (00:19:26)
Strategies for clear communication to prevent client surprises and manage expectations.
Managing Client Expectations (00:21:13)
The significance of managing client expectations for smooth project execution.
The Importance of Communication (00:22:09)
Emphasis on over-communication in both business and personal contexts for successful interactions.
Conclusion and Next Series Preview (00:22:11)
Wrap-up of managing clients and introduction to the next series on team management.
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