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udoy120 · Post by **udoy120** » Wed Jan 29, 2025 6:40 am

Additionally, providing clients with upfront documentation that clearly defines industry jargon has reduced repetitive questions. As an agency owner, your job is to educate and guide both your team and clients. Creating streamlined communications processes frees up your client service hours for actual service delivery.

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For example, Oh Snap uses Slack for all client communications. Challenges arose when clients began using it as a texting platform to ask a ton of questions. While her team loves teaching others about what they love—social media—answering a slew of questions was eating up work hours to create amazing deliverables. Learning by failing forward, the company now has a client onboarding process that sets up communications expectations as well as processes for managing hours for her team.

You also want to keep in mind that the scope of your work in your agreements with clients needs to be crystal clear about what you will and won't do. You want to leave your team a buffer but also make sure that you're working within your margin goal.

For example, if you have a goal of 50% margin and you get 200 hours for a project, then you need to put forth 100 of those hours to your team. You're probably not going to hit that 50% margin, even with 100 hours, but you have that buffer you can add in. So, you have to think about what your goal is as far as revenue when you're working on hourly-based projects or retainers. This slows scope creep because then a team member can say, “That's not in our scope, but we're happy to add it for this amount.”