What Good Clients Are Really Looking For

Objectivity

Objectivity is a cornerstone of effective client-agency relationships, as emphasized by Blair Enns and David Baker. They argue that agencies are often hired for their ability to provide unbiased insights, even when these truths are difficult to hear 1. David shares an anecdote about a client who took years to appreciate his candid feedback, highlighting the long-term value of honesty 1.

Objectivity is so critical, and it's one of the main reasons why clients are still hiring agencies.

--- David Baker

Blair and David agree that objectivity sometimes requires courage, as it involves addressing issues that others might avoid 2.

   

Balancing Relationships

Balancing objectivity with relationship-building is crucial for agencies. David Baker notes that while objectivity is vital, it must be tempered with empathy to maintain strong client relationships 1. He suggests that agencies should occasionally go beyond their standard practices to support clients in genuine emergencies, demonstrating flexibility and understanding 3.

It's like you need to be able to violate your own guidelines sometimes and just demonstrate that you are empathetic.

--- David Baker

Blair Enns adds that finding the right balance is key, as being too rigid can harm client relations, while over-servicing can lead to burnout 3.