Get Happy Clients with Better Account Management

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

• Dotandcompany.co – check out free resources!
• Podcast
• Facebook
• LinkedIn
• Instagram

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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