As with any business transaction, you have multiple options about who to use, or what product to buy. If you are looking for long-term support, there is always one sales person that makes you feel like you will be their most important client ever, and that might just be what you want to hear, and once you have signed, the real test happens.

Let be clear here, relationships are the lifeline of any business, and being true to your word and your own values is critical, particularly when the agency has a team working for the client.  There are times when you think (both sides) that its all going well, humming along nicely, and then suddenly it isnt.   How many times do you wish you had the energy to go somewhere else but are in too deep to know how to get out, or as an agency wished you had never taken on a certain client? For either party, it can be a dream, or a nightmare, and thankfully if you take the time to make a good decision, nightmares are few and far between.  

Also, no-one is perfect.

What do you think changes?

So, did the agency take their eye off the ball? Did they get too relaxed and check out, or did you see a shiny thing in that an agencies competitor dangled in front of you & got persuaded that the current agency wasn't doing it's job? Or when did the client, or the agency show their true colours?

Quick tips to help you decide on the agency to take you to the next level outside of the sales pitch

1. Does any of their previous work style resonate with you?

2. If you want a website, check their own out - does it have the legal basics: Privacy Policy, Terms & Conditions, Cookie Consent?  Is it something you can navigate easily? Can you find what you are looking for? 

3. Are there consistently spelling mistakes in copy or emails - this speaks to their quality control processes

4. Visit their office, or meet with the team of people you know will be involved in your project and find out how long they have been there, how they like to operate.  Imagine you are HR, you are taking on a team that essentially want to be a part of your journey.

5. Look at other businesses they have worked with, if you can talk to them, find that one degree of seperation and ask them about the Agencys performance.

6. When talking to the Agency, are they listening and providing thoughts, or have they already decided on your path before they really understand your direction.

Agencies need to do what they say they are going to, be accountable and deliver, educate and support.

Clients have a responsibility to do what they agreed they would do, trust the Agency, and understand that working together is the desired outcome for the best performing results.  

Neither party has the right to assess the other and (subconsciously or not) think 'I can take advantage of this situation'.  

What Agencies struggle with when taking on new clients

1. Clients coming in with 'I want the world but I have no money'. We have to feed our team and the majority of us are driven to produce great, useful work, but not at the expense of our mental health. 

2. Inconsistent communication - this goes both ways, but in creative work the goalposts can move and we want to support change for the greater good.

3. Last minute pressure. If there is a known timeline, get the work to us with time to deliver without being under pressure, then you get the best results from creative people.

4. A commitment to pay, and then don't. We do our work expecting payment as per agreed terms.

5. Communication breakdowns - lets have a coffee and work it out. 

6. Changing agencies out of the blue without communication.   

Clients, write yourself a list of things you want from an Agency and take the time to establish a relationship that is fair and equal

More often than not, there is enough work to go around for the people who deliver good results.  Agencies ebb and flow, and clients come and go, and come back again sometimes, but open communication could avoid a lot of time wasting or unnecessary stress.  Being honest is the best we can all do.

Agencies, understand your teams values and what you stand for, and its ok to say no to protect your harmony and respect your team