It’s not uncommon for agencies to encounter clients who aren’t fully satisfied with their services. Some clients will play what I call “the mystery game.” They’ll ask for a meeting without explaining the issue at hand, leaving the agency to guess what might be wrong. This approach only prolongs the problem and makes it harder to find a resolution.
Ask for Clarity Right Away
When a client reaches out with concerns, the first step is to seek clarity. If they say, “I’d like to hop on a call,” respond with a calm and professional question such as, “What’s the issue you’d like to discuss?” Often, their initial response might be vague, something like, “I’m not happy with so-and-so”, but that’s just the starting point.
To truly understand their needs, practice active listening. Encourage them to share more details and pay close attention to what they say, not just waiting for your turn to respond. Ask follow-up questions: What exactly went wrong? Who was involved? What’s the ideal outcome? By genuinely listening and demonstrating that you’re fully engaged, you’ll move quickly from speculation to actionable solutions.
Acknowledge and Own Mistakes
The #1 reason for client churn is often a lack of perceived care. When clients feel neglected or ignored, even minor issues can snowball into larger problems. That’s why, once you understand the root of their dissatisfaction, it’s critical to acknowledge their concerns and show that you genuinely care about their experience.
Even if the mistake was minor or a simple misunderstanding, showing that you care enough to listen goes a long way.
For example, if the issue was a missed deadline or an unexpected delay, acknowledge the inconvenience and then outline steps you’re taking to prevent it from happening again.
If it’s a more complex issue, like dissatisfaction with a team member’s performance, address it head-on by discussing how that team member will be coached or supported to improve in the future.
One of our client faced an unexpected challenge when their event planning process went off track. They had been invited to an exclusive industry dinner at a major conference, which they were told would be a small, private gathering of key players. Based on that understanding, they invited several of their own contacts, expecting it to be a valuable networking opportunity.
However, at the last minute, they learned that the dinner would now be sponsored by a direct competitor. This sudden change caught them off guard, making them wonder why their trusted partners would allow such a situation to occur. Understandably, they became concerned about how this could impact their reputation.
Because I had referred the partner involved, they reached out to me for guidance. They wanted clarity on how this situation arose and reassurance that it wouldn’t happen again.
Transparency is another critical factor. If you made a mistake, own it. Don’t play the blame game or make excuses. Instead, demonstrate that your agency has a culture of accountability. This openness builds trust and reassures the client that their investment is in capable hands.
Always follow up. After addressing the concern and implementing the agreed-upon solutions, check in regularly to confirm that the client’s needs are being met. By maintaining an ongoing dialogue, providing updates, and demonstrating consistent communication, you retain client trust and prevent small issues from growing into larger problems.
Remember, no agency operates flawlessly. Challenges arise, and it’s important not to make common mistakes like ignoring client concerns, failing to follow up, or avoiding responsibility. What sets the best agencies apart is their ability to respond with clarity.
