If you are unsure what to do, and, especially if the client is struggling, reach out to your team lead or in an MC meeting. The goal is to get other MCs auditing the account to find alternate strategies that you may have overlooked.
Last Updated on August 28, 2025
Switch clients with another MC. Audit each other’s clients, providing a report on what you found, and what you’d do.
Conduct recurring audits of the account. This may only be the periodic tasks within the client master, but don’t limit yourself to only these if more make sense.
Every six months, ask the client if they are happy with the level of communication, or if there’s anything they’d like changed.
No feedback is bad feedback. As a company, we’ll be doing once-a-year surveys, asking our clients how things are going.
When things are going well, confirm the client’s expectations. Make sure they understand what is going well and what value they are getting from your efforts.
If the person you are working with is severely limiting your ability to succeed, reach out to the decision maker (the person above your point of contact (POC)). Only do this after exhausting discussions with the POC.
During the sales process, and as needed, confirm with the client what is needed from them in order ot maximize your efforts. (e.g., blog post writing, asset creation, etc.)
If you are struggling to fill the hours needed for the amount the client is paying, consider lowering the cost. Only do this if you feel like the client may be unhappy with the value provided for the cost OR you don’t believe we’re providing enough value based on what the client is paying.
If the client’s success is limited by how much they are spending, discuss an increase in services. The client may be performing well despite the budget, or they may be struggling due to their budget.
The goal is to spend some time on each client throughout the month. It can cause issues if you consistently do all the work for a client in a single day and then don’t look at the account until the next month. If this is true for a client, make a schedule to spend time on the client throughout the month.