[et_pb_section fb_built=”1″ admin_label=”section” _builder_version=”4.16″ custom_margin=”||||false|false” custom_padding=”50px||50px||true|false” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row admin_label=”row” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||” theme_builder_area=”post_content”][et_pb_text admin_label=”Text” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n
I recently had a client say something about partnering with agencies: \u201cI want to work with people that I like, that are fun, that I trust, and aren\u2019t a hassle.\u201d While these seem like simple requests, he\u2019s saying it\u2019s rare to work with an agency where all these things exist at the same time. Something about the agencies he has worked with left him wanting more. Something about the client\/agency relationship was unsatisfying.<\/span><\/p>\n Agencies only succeed because of clients. That statement sounds like a no brainer, but sometimes it\u2019s important to revisit the basics. Without clients, agencies would cease to exist. The work is always there, but our clients can take their projects or problems anywhere. They choose us to help them solve their problems. But what makes a client choose an agency? Or, maybe more importantly, stick with an agency? It comes down to the relationship. Relationship influences everything. Yes, the work has to be good and solve the right problems, but relationships play a large role in how an agencies\u2019 quality and expertise is perceived and received \u2013 and therefore if that work succeeds.<\/span><\/p>\n Countless articles have been written about the client\/agency relationship. Sure, collaboration, communication styles, setting expectations, etc. are all important components. But relationships are built from more fundamental things. Softer things.<\/span><\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”section” _builder_version=”4.16″ use_background_color_gradient=”on” background_color_gradient_stops=”rgba(52,217,195,0.73) 0%|rgba(52,217,195,0.41) 100%” background_color_gradient_overlays_image=”on” background_color_gradient_start=”rgba(52,217,195,0.73)” background_color_gradient_end=”rgba(52,217,195,0.41)” background_image=”https:\/\/xoagency.com\/wp-content\/uploads\/DSCF7585-1.jpg” custom_margin=”||||false|false” custom_padding=”50px||50px||true|false” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row admin_label=”row” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||” theme_builder_area=”post_content”][et_pb_text admin_label=”Text” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” background_layout=”dark” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”section” _builder_version=”4.16″ custom_margin=”||||false|false” custom_padding=”50px||50px||true|false” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row admin_label=”row” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||” theme_builder_area=”post_content”][et_pb_text admin_label=”Text” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n I once inherited a long-term client at a previous agency who no one on the team had ever met in person \u2013 and the client\u2019s office was only 10 miles from our office! But why spend the time and effort to visit? The relationship was transactional, and seemed fine. But a relationship built on transaction isn\u2019t able to withstand hard conversations, real questions, and vigorous debate. It wasn\u2019t long before there was no relationship at all, and no work either. I make sure to never repeat that dynamic at XO.\u00a0<\/span><\/p>\n Making the effort to meet in person, whether the effort is large or small, is always worth it.<\/span><\/p>\n Working relationships really aren\u2019t any different from personal ones. You build your rapport through interaction, relating, \u00a0and sharing together. A subtle shift in their posture after a joke, the nuances to their gestures when they share an idea \u2013 these are the things that endear us to one another. Face-to-face provides the opportunity to connect in ways that email, phone calls, and even video calls can\u2019t touch. \u00a0<\/span><\/p>\n Even just one in-person meeting can change the dynamic of the relationship.Working with a mix of local, national, even global clients, it\u2019s not always possible to meet in person. We recently started a client relationship that was in several cities other than our own. It started out\u2026 fine. A little rough. Expectations were maybe clear, maybe not. We couldn\u2019t quite tell. But after a trip to meet them in person for a workshop \u2013 and after we understood them as people \u2013 we ended up doing great work together and enjoying every minute of it. We now had a common language and experience to build a relationship from. Video calls took over the interactions from there on out (and continuing to this day), but starting it in person made all the difference.<\/span><\/p>\n<\/div>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”section” _builder_version=”4.16″ custom_margin=”||||false|false” custom_padding=”0px||0px||true|false” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row column_structure=”1_2,1_2″ admin_label=”row” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” locked=”off” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”1_2″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||” theme_builder_area=”post_content”][et_pb_image src=”https:\/\/xoagency.com\/wp-content\/uploads\/PKNVUW6.jpg” title_text=”PKNVUW6″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”section” _builder_version=”4.16″ custom_margin=”||||false|false” custom_padding=”50px||50px||true|false” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row admin_label=”row” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||” theme_builder_area=”post_content”][et_pb_text admin_label=”Text” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n It\u2019s not uncommon for agencies to experience moments with clients that feel a little like \u201cus vs. them\u201d. There\u2019s a natural tension that exists when one party is paying another party for a service. Part of what makes an agency a good partner is the ability to stay open to what the client is asking for while maintaining your own standard of quality and expertise.<\/span><\/p>\n My partner in crime here at XO has a great saying when clients share what they need, want, or wish for: \u201cThere\u2019s always a way!\u201d That\u2019s a hopeful statement that does a lot more for opening a conversation rather than shutting it down. Playing the role of an extension to our client\u2019s capabilities helps us help them solve problems. Sometimes it\u2019s about provoking \u00a0them to think creatively or differently, showing that there are many ways (and budgets) to get to an outcome.<\/span><\/p>\n<\/div>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”section” _builder_version=”4.16″ custom_margin=”||||false|false” custom_padding=”0px||0px||true|false” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row column_structure=”1_2,1_2″ admin_label=”row” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”1_2″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||” theme_builder_area=”post_content”][et_pb_image src=”https:\/\/xoagency.com\/wp-content\/uploads\/PZCTMPW.jpg” title_text=”PZCTMPW” _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][\/et_pb_image][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”section” _builder_version=”4.16″ custom_margin=”||||false|false” custom_padding=”50px||50px||true|false” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_row admin_label=”row” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||” theme_builder_area=”post_content”][et_pb_image src=”https:\/\/xoagency.com\/wp-content\/uploads\/xo-icon.png” title_text=”xo-icon” align_phone=”center” align_last_edited=”off|phone” _builder_version=”4.16″ _module_preset=”default” transform_scale_last_edited=”off|desktop” transform_translate_phone=”0px|0px” transform_translate_last_edited=”off|desktop” transform_rotate_last_edited=”off|desktop” transform_skew_last_edited=”off|desktop” transform_origin_last_edited=”off|desktop” transform_styles_last_edited=”off|desktop” custom_margin=”||-30px|-60px|false|false” custom_padding=”||0px||false|false” global_colors_info=”{}” theme_builder_area=”post_content”][\/et_pb_image][et_pb_text admin_label=”Text” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n There is almost always an extra layer to what a client is asking for. Beyond the actual goals of the project or program, your client contact is on the hook for something. What\u2019s important to them? To change perception within their own organization? To find effective solutions quickly and efficiently? I recently had a client tell us the goals of an upcoming project, and then tell us what his personal measure of success is. They weren\u2019t the same, but not in conflict either. \u00a0It\u2019s extremely helpful in understanding what success looks like for them personally as well as organizationally. That\u2019s a full relationship that can grow in mutual benefit for years to come.<\/span><\/p>\n<\/div>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":" Be People People I recently had a client say something about partnering with agencies: \u201cI want to work with people that I like, that are fun, that I trust, and aren\u2019t a hassle.\u201d While these seem like simple requests, he\u2019s saying it\u2019s rare to work with an agency where all these things exist at the…<\/p>\n","protected":false},"author":4,"featured_media":215776,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"on","_et_pb_old_content":" 4072 N. Williams Ave.\r\nSuite A\r\nPortland, OR 97227<\/p>\r\n\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>","_et_gb_content_width":"","footnotes":""},"categories":[34],"tags":[],"acf":[],"yoast_head":"\nAll things equal, people want to do business with their friends.<\/span><\/h1>\n
All things unequal, people still want to do business with their friends.<\/h2>\n<\/div>\n
The foundations of a fun, trusting, enjoyable client\/agency relationship<\/b><\/span><\/h2>\n<\/div>\n
Face Time!<\/h4>\n
When there’s rough seas ahead<\/span><\/h2>\n
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\n
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We\u2019re on the same team.<\/b><\/span><\/h2>\n<\/div>\n
Hone your emotional intelligence<\/h2>\n
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Wrap it up already<\/h1>\n<\/div>\n<\/div>\n
<\/b><\/h2>\n
Understand your client and what matters to them<\/b><\/h2>\n
There Goes The Neighborhood<\/h1>\r\n<\/div>\r\n<\/div>\r\n
\r\n
Fully distributed. Except the parts that aren't.<\/h2>\r\n
It's an XO thing.<\/h2>\r\n<\/blockquote>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n
Wrap it up already.<\/h3>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n<\/div>\r\n