[Live Training Series] RUN YOUR AGENCY LIKE A PRO

Episode 291

Get Happy Clients with Better Account Management

With Taylor McMaster

Taylor McMaster is the founder of DOT & Company where she and her team help digital marketing agencies keep their clients happy—and keep agency owners (ahem, US) focused on what they do best—with full-service client account management services.

Episode highlights with Taylor McMaster

  • What Taylor did with her agency – and why she stopped it
  • What is an account manager vs. a project manager?
  • What are some great account management principles?
  • What qualities an agency owner should look for in this role
  • Why does a “bubbly” personality help out in a client relationship?
  • …and how about being “salesy”?

Lightning Round with Taylor McMaster

  • Best advice: Hire people who are smarter than you and pay them more than you
  • Habit that contributes to success: Daily exercise
  • Recommended tools: Grammarly and Loom
  • Recommended book: The Compound Effect by Darren Hardy


Connect with Taylor McMaster, plus resources

Quotes from Taylor McMaster’s episode

  • “Are you asking them for feedback? Are you proactively asking them about their life, their family?”
  • “If I could just do account management, I’d be fulfilled.”
  • “They kind of discovered they had an agency – they didn’t set out to do that.”
  • “We want the agency owner to be focused on growing…”
  • “You’re probably the one who gets the phone call!”
  • “We’re not only the agency’s advocate, we’re the client’s advocate.”
  • “It starts with personality.”

Takeaways from Taylor McMaster’s episode

  • Systems! Have a great process in place for getting clients onboarding
  • Have a strong internal communication strategy
  • How are you going to WOW your clients?

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Taylor McMaster

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