In the competitive world of marketing agencies, service is the cornerstone of sustainable success. Expanding into new territories and consistently scaling processes is essential for achieving your agency’s goals.
In this blog post, we will explore how we prioritize service at Hite as digital agency owners, and the three approaches we use to establish their service levels.
Kaufman’s Five Points
One of the ways we measure Hite’s service levels is through Kaufman’s Five Points. This framework emphasizes crucial elements such as responsiveness, assurance, empathy, tangibles, and reliability. By evaluating each of these areas, the agency ensures that its service delivery is consistently exceptional and exceeds clients’ expectations.
The Six Levels of Service:
We also follow the Six Levels of Service, a methodology that helps us gauge our performance and strive for continuous improvement as agency owners. These levels include basic, expected, desired, surprising, unbelievable, and unimagined. By setting targets for each level and constantly pushing the boundaries, the agency consistently provides remarkable experiences for our clients.
The Five “Buts”:
In our quest for exceptional service, Karen and I recognize the importance of addressing potential roadblocks. We have identified the Five “Buts” – price, time, expertise, location, and access – as common objections from clients. By proactively addressing these concerns, Hite Digital ensures that nothing stands in the way of delivering outstanding service and meeting client expectations.
Recognize Sustainable Growth
No successful agency has ever neglected its customers. We firmly believe in this principle as we continue to prioritize service and grow our digital marketing agency. By establishing clear service levels using methodologies like Kaufman’s Five Points, the Six Levels of Service, and addressing the Five “Buts,” we consistently deliver exceptional results to our clients.
As digital marketing entrepreneurs, it is essential to recognize that sustainable growth comes from a strong commitment to service. By immersing yourself in the world of digital agency hacks, you can accelerate your agency’s success. To delve deeper into the strategies and insights that have shaped Hite Digital’s journey, we invite you to explore our book “Digital Agency Hacker.” Grab your copy and gain invaluable knowledge that will help you thrive in the dynamic digital marketing industry.
Remember, the key to sustainable agency success lies in your commitment to service. Embrace the challenge, leverage proven methodologies, and embark on a journey towards excellence in your digital marketing agency.