Surveying your customers in order to gauge their satisfaction with your products or services is nothing new—and applying that same principle to a PR, marketing and communications agency such as ours makes perfect sense. And we’ve been measuring client satisfaction for 11 years.
The results, as you might expect, help us assess our strengths and weaknesses, and they form a strong foundation for determining the agency’s to-dos, whether that’s to build on our ability to drive new sales for our customers or polish our storytelling capabilities.
Instead of purely bragging about our results, however, which you can see a select sampling of here, we challenge you to assess your own PR/marketing/communications agency on the following criteria:
1) Is your agency an extension of your own team? By this I mean does your agency work efficiently and effectively with your staff? Do the two teams have a solid rapport and bullet-proof communication? Does your agency enhance your own capabilities (versus creating redundancy) and complement your existing skillset (versus replicating key abilities)? If it didn’t violate any contracts or policies, would you hire the staff at your agency as employees? Do they have the same (or complementary) core values, work ethic, personal style (and even sense of humor) as your strongest team members?
2) Does your agency demonstrate a passion for your business? Let’s face it—it’s difficult for anyone to know your business as well as you do—but a good agency can come damn close—and should. Your perfect agency should demonstrate complete immersion in your industry, including knowing your competitors, understanding the key issues and having a familiarty with the major players, trends and developments. We’re not talking about a quick refresh before your next in-person visit or conference call—we’re referring to a deep and ongoing knowledge of all your strengths, weakenesses and paint points—internal and external. In a word, your agency should be a subject matter expert in your company and your industry.
3) Does your agency work proactively on your behalf? Someone once said you can’t teach people to be proactive—they either are or aren’t. In my opinion, the best employees are wired to take charge and think ahead—they try to solve problems ahead of the curve. The flip side, naturally, is less desirable—the reactive (versus proactive) employee waits for your orders before they move. Seems pretty clear which type makes a better partner, don’t you think?
4) Last but not least, and perhaps most importantly, does your agency help drive new sales? Is your agency connecting you to qualified leads? Yes, a large part of PR, marketing and comuinications work involves building a brand, whether that’s through thought leadership (contributed articles), social media (Facebook likes) and/or media coverage (Wall Street Journal). But is your agency working from a strategic point of view, directing, managing and integrating all the efforts, from content creation and media outreach to social media, ongoing measurement and reliable follow-up, in order to drive new business into your hopper? At the end of the day, just answering that one simple question may be the truth you need.
Barbara Call is director of content at Greenough. Follow her on Twitter @BarbaraCall1