The most important work you do is not what you get paid for; it's who you are. When you improve a client's CTR by 9%, that makes them happy. Listening to their situation and realizing that their team is on the brink of burnout and they desperately need new business makes them feel heard and gives you the chance to make an even bigger impact. Set up someone’s CRM to deliver ready-to-call leads directly to their sales team, and they will send you a nice thank-you note. But introduce them to your network when they lose that job, and they’ll remember you forever. I’ve been to funerals and hospitals with clients, listened to stories about wayward children, lost relationships, family … [Read more...]
About Brad Farris
How do you DELIGHT your agency’s clients?
Creative service businesses tend to have a small number of clients (8 - 12) that make up the bulk of their revenue each year. So keeping those clients happy is crucial to your success. What does it mean to “delight” clients of a creative services firm? What will separate you from the other agencies competing for their business? Solve problems, but not just the problems they bring you! Solve the problems they didn’t know they had! (Remember, you are the expert.) Make them look good in front of their boss. Help them to report on what you do in a way that makes them look smart and accomplished. Warn them of dangers they haven’t encountered yet (which help them to look smart in … [Read more...]
Is there a battle (or person) that you need to let go of?
I worked with a client who was not very popular with his staff. He had high standards and wasn’t afraid to enforce them. He was blunt and direct; some would say that his feedback crossed the line to unkind. Over time, his communication style fostered resentment in his team. One employee in particular, became a ringleader for “the resistance.” She would subtly push back on the owner’s ideas, undermining his direction behind the scenes. Soon, there was a full-blown rebellion. His once high-performing team started to drop balls and disappoint clients. He reacted by meeting one-to-one with his team members to get to the bottom of the issue. Unfortunately, the one-on-one discussions … [Read more...]
The secret to filling your new business pipeline: Outreach
The sales funnel is a useful concept for helping us visualize the journey that a prospect makes toward becoming a customer. But the idea of the “funnel” makes the process seem more predictable than most of us find in practice! Just because someone is in your funnel doesn’t mean that they will buy, or even that some percentage of them are going to buy this month! What can we control about our funnel, and what can’t we control? YOU CAN’T CONTROL WHO’S GOING TO BUY Obviously, not everyone buys. In fact, some folks you think are a slam dunk will never buy, and some long-shots will come through easily. YOU CAN’T CONTROL THEIR TIMING When a prospect tells you, “I want to get … [Read more...]
Do you want to have a more positive, productive, and creative team?
"In any team, particularly creative teams, the productive output of the team is inversely proportional to the drama between the team members." ~ Julie Colbrese Have you ever been part of a team that had lots of politics, in-fighting, and drama? How do you remember that time in your life? Was it satisfying, engaging, and delightful? I doubt it. Think now about a team that kicked-butts-and-took-names, a group that excelled because everyone on the team was pulling in the same direction. No one worried about who got the credit; everyone was “in it to win it.” What was that like? When you’ve got a lot of jockeying for position or argument over insignificant stuff, it’s a sign that … [Read more...]
What was the best team that you’ve ever been a part of?
Take a minute and think back. Was there ever a team you were part of that stands out? Maybe you got great results, or every person on the team felt integral and valued. It could be a work team or a sports team. It could be one you are on now, or you might be reaching back to high school! Have you got one in mind? What made that team great? Jot down a few impressions – go ahead, I’ll wait! Why was that team effective? What made it “gel”? What made that experience stand out for you? There are common themes to the answers I get. I’ve asked hundreds of people to think about this question, and the same themes come up repeatedly. Great teams have a clear common purpose. … [Read more...]
How much work is too much? (A message from Dolly Parton.)
Tomorrow is Valentine’s Day. (Hopefully, you’ve planned something for your significant other. If not, you’re welcome!) In honor of tomorrow’s holiday, my message to you today is a short one…in the ageless words of Dolly Parton, “Never get so busy making a living that you forget to make a life!” Those words come from a woman who has sold more than 100 million albums, composed over 3,000 songs, was named to the Country Music Hall of Fame, was nominated for Academy Awards, Grammy Awards, Tony Awards, and Emmy Awards. Her production company produced Buffy the Vampire Slayer, and she built a theme park empire. She’s done a lot. But through all of that, she found time to make a … [Read more...]
Why is it so hard to make progress right now?
What are the things that make you the happiest in your life? Those times or activities that make you feel like life is worth living, that feed your soul. When I was brainstorming this, I came up with: Spending time with my children Visiting National Parks and experiencing wild places. Live music and dancing! A good talk over dinner with friends The last year has had precious little of any of those things. On the other hand, I can’t remember any time in my life where sitting in front of a computer made me feel at all the way those experiences make me feel. In the last year, I’ve spent a lot of time in front of a computer. I’m working at the same computer where I … [Read more...]
How’s your “boss” treating you?
Entrepreneurs: The only people who work 80 hour weeks to avoid working 40 hour weeks. ~ Lori Greiner How many of these things are true of your “boss”? They set unreasonable deadlines, and then you end up working late trying to meet them. They regularly underestimate the work on your plate. When a client asks for something, they say, “Sure, we can do that!” Without a second thought about what we’re already committed to. They schedule meetings right over your lunch hour and over your workout time. They give you assignments that are fuzzy at best. What am I supposed to do here? How will I know I’ve done that? No clue! No feedback, at least no positive feedback. Do they ever … [Read more...]
How Owners renewed the love and passion for their business.
We’ve been talking all week about what we can do to get the love back, and today, I wanted to tell you a couple of stories about clients who have done just that! One needed a new focus, another a new role, and a third a new system. As you read these, notice which story resonates with you. Sometimes it’s the clients. As Diane’s business grew, she found herself serving some of the biggest clients in the world. She had seven-figure engagements with Fortune 100 companies! Her clients were some of the top people in her field, and her team was working on their biggest global problems – these folks trusted her team to deliver. She was at the top of her game! But she wasn't having fun … [Read more...]
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