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An Open Letter To Our Clients (Past, Present, And Future)

An Open Letter to Our Clients (Past, Present, and Future)

There are three types of businesses: those that keep marketing in-house, those that outsource it, and those that don’t bother with it at all (although I think we all know the latter are choosing a particularly difficult path).

Whether you opt to keep your marketing in-house or outsource it, all that really matters is that you understand the relationship between marketing, sales, and your bottom line. If we can agree that money should be spent on marketing, where you spend it is of secondary importance. 

But, if you are going to spend it with us, there are a few things we’d like you to know:  

Your Success is Our Success

As an agency and a small business, our interest lies in making sure our clients’ businesses are successful, because their success is directly correlated to our own (and because we’re decent people). We make recommendations that we believe will benefit our clients, or help them achieve a goal, and we advise against efforts that we believe will be ineffective. 

Client Work Comes First

Business 101: it’s easier to keep the customers you already have than it is to land new ones. We’ve found this to be true for our business, and it’s probably true for yours as well. For this reason, once we begin working together, you are more important to us than prospective clients. That’s not to say that we’ll stop our sales efforts—that would be bad business—but rather that our sales efforts will never happen at the expense of your projects. Client work comes first, always. 

It Doesn’t Have to be All-or-Nothing 

We respect and appreciate the trust you’re placing in us as your marketing partner and strive to make the best possible use of your budget. We’re a full-service agency capable of taking on every facet of your marketing, but we understand if it makes more sense for you to keep certain projects in-house. Maybe you have a wonderful copywriter on staff, for example, but lack a designer. We’re happy to work alongside your team, using our unique skills to fill in the gaps and allowing you to maximize your spend. 

Transparency is Key

In order for us to do our jobs, we need to be informed. We need to understand how your business works, the various factors at play, and what success looks like for you. If we’re out of the loop, we’re going to have a difficult time making relevant and timely decisions. We’re a small agency and able to pivot quickly—if something isn’t working, we can change our approach—but that won’t matter much if we don’t have the information we need.  

An Extension of Your Team

Despite all of the talk about “in-house” and “external”, the truth is that as soon as we begin working together, we think of ourselves as an extension of your team. Your success becomes synonymous with our success, and we commit to doing the best we possibly can with the budget (and information) we have, just as we would if we were members of your staff. Our ultimate goal is to use our knowledge, skills, and resources to help your business thrive. After all, isn’t that why you’re hiring us? 

About the Author: Communications Director Abby Knudtson maintains open lines of communication between clients and the Macleod & Co. team, making sure priorities are clear and projects are on track. She believes that transparency, collaboration, and clear expectations are the keys to happy agency-client relationships. Abby approaches every project strategically; her thoroughness and desire to exceed expectations drive her to find the best possible solutions and provide clients with informed recommendations. Outside the office, Abby is a devoted cat mom, avid reader, and taco connoisseur.

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