Agency Challenges: How to Manage Vacations and Time-Wasting Clients

We’ve written previous posts about the trials and tribulations of managing a WordPress agency, the reality is that it’s always difficult to manage clients and still continue grow the business.

Even more challenging is during the summer months, when it should be time to get away and recharge the batteries.. but you still have an agency that seems to never sleep!

What Do You Do About Support When You Go On Vacation?

Vacation time calls! But what about that constant demand for your attention? Clients need your expertise, your team needs your guidance, and your business needs your vision. But what happens when you need a break? What do you do about support when you go on vacation?

Taking a vacation can be challenging. FOMO is real! No worries. With some proper planning and simple vacation strategies, you can enjoy your time off while ensuring your clients, and your service suppliers, receive the assistance they need.

TL;DR You Need to Catch Your Flight, Right?

Getting Ready for Your Vacation 4-Point Checklist

Checklist for Service Providers

1.    Plan ahead: Inform clients about your vacation well in advance. Address pressing issues beforehand. Make a plan for what needs to be done on your return. If you are a client, inform your service suppliers before you jet off. Be considerate.

2.    Empower your team: Train your staff and team members to handle client queries; and establish a clear decision-making hierarchy. This is the perfect chance to give trainees and students more responsibility. If you are a client, appoint someone who can take over in your absence.

3.    Use automation: Set up automated responses to acknowledge client inquiries and provide estimated response times. Out-of-office emails are important, but are you communicating over other channels, too? WhatsApp and other chat systems shouldn’t be forgotten – or do you want to be fielding messages on the beach?

4.    Designate an emergency contact: Assign someone to handle urgent issues. Enough said.

Checklist for Clients 

1.    Inform Your Agency: Inform whoever is taking care of your website well in advance of your vacation plans so they can prepare accordingly.

2.    Prioritize Your Requests: Before going on vacation, make a list of tasks that need immediate attention and inform your service provider about them.

3.    Be Patient: Even your agency needs a break, so responses might be slower than usual during peak vacation time.

4.    Use the Emergency Contact: If there’s an urgent issue, don’t hesitate to use the emergency contact provided by your provider. Peace of mind is key!

5.    Trust Your People: Trust that your staff and your service providers have you covered. They do.

Remember, vacations are a time to relax and refresh. With these checklists, you can ensure a smooth transition during vacation time Enjoy your break!

My Flight is Delayed! Give Me All the Vacation Support Details

Vacation Support Tip: Plan Ahead

The key to ensuring seamless support while you’re away is planning. Inform your clients well in advance about your vacation. This gives them ample time to bring up any pressing issues that need to be addressed before you leave.

• Schedule vacations during slower periods. Plan time off when client demands are typically lower to minimize disruptions. 
• Notify clients in advance. Let clients know about your planned absence and provide alternative contact information.
• Build in buffer time. Schedule an extra day before and after your vacation to catch up on any pending issues.
• Set clear boundaries. Educate clients on support hours and response times, even when you’re not on vacation. Manage expectations!

“Creating an action plan of important jobs ensures your website will be ready for weeks with reduced staff. It also helps your team (and your clients) have a structured action plan for when vacation is over.”

HubSpot.com

Vacation Support Tip: Empower Your Team

Your team is your greatest asset. Ensure they have the necessary training and resources to handle client queries in your absence. Mentoring and delegating throughout the year makes a vacation handoff easy on everyone. Establish a clear hierarchy for decision-making and problem-solving. This empowers your team to take ownership and reduces the likelihood of issues escalating in your absence.

• Have a backup support person or team ready. Cross-train other team members or partner with another freelancer/agency to cover support during vacations. This allows for continuity of service.
• If you’re an agency of one, consider partnering up with another agency of one. If y’all coordinate with one another during vacations, you’ll be able to back one another up for family emergencies, too.

“Create a culture where everyone is empowered to make decisions and mistakes without fear. Sometimes, mistakes are the best lessons, so showing grace and allowing your team to learn from mistakes helps them become confident and self-sufficient. Eliminate the fear of failure.”

Forbes.com

Vacation Support Tip: Leverage Automation

Automation can be a lifesaver when you’re on vacation. Use automated responses to acknowledge receipt of client queries and provide an estimated response time. This keeps your clients informed and builds in buffer time to address the issue.

• Set up an automated out-of-office response. Inform clients about your absence, provide emergency contact info, and set expectations for response times.
• Use a helpdesk, virtual assistant, or ticketing system. This allows you to triage and manage support requests even while away, delegating urgent issues to a backup.

Automation Focus: Got a Woocommerce shop? The Store Vacation extension for WooCommerce allows “online you” to temporarily pause operations while maintaining visibility. You can ensure communication with customers and preserve search engine rankings during store downtime.

Vacation Support Tip: Set Up an Emergency Contact

Despite all the planning and preparation, emergencies still arise. Set up an emergency contact protocol for your clients. This could be a senior team member who can be reached in case of urgent issues.

• Offer limited emergency support. Define what constitutes an emergency and provide a way for clients to reach you only for critical issues.
• Use remote access tools. Be prepared to handle urgent matters remotely if absolutely necessary. Temporary outsourcing can provide coverage during your absence.

“Give key people your phone number and tell them that if something urgent requires your participation, they have to call you. That way, you won’t worry about what’s happening in your messages and can truly turn them off for a few days.”

PCMag

Bonus Vacation Support Tip: Use a Reliable Hosting Provider

A reliable hosting provider will significantly reduce the number of support queries; you’ll also have fewer worries about things going wrong while you’re gone. You won’t have to worry about outages when your client’s marketing campaign goes viral either. With over 20+ years of experience in hosting and WordPress, our team is here to help 24 hours a day.

Rocket.net offers managed WordPress hosting, which means we take care of everything: updates, backups, and security – all while you’re on the beach! This leaves your team free to focus on client support, and you have more time to focus on relaxing.

Wrapping Up: Don’t Miss Your Flight!

Remember, every agency owner needs a vacation. By implementing these strategies, you can ensure your clients receive adequate support while you enjoy a well-deserved break – mentally and physically. 

Don’t let the fear of leaving your support unattended deter you from taking that much-needed vacation. After all, being well-rested means you are effective. Enjoy your vacation!

Stop Feeding the Trolls – What To Do About Time-Wasting Clients

You probably remember trolls living beneath bridges, extracting a toll from anyone wanting to pass. That’s not far from the truth with today’s online variant. A troll typically refers to someone who intentionally stirs up trouble. They bait the hook, and if you pull on it you pay the price.

Are your clients trolls? It seems harsh. Though honestly if you connected with your client over WhatsApp, you may be getting what you deserve. Your time and talent are valuable, so don’t waste either. Should we fire these clients, or can we turn them around?

How We Can Begin to Untangle Our Client’s Web of Want

Let’s face it, every WordPress agency encounters clients who drain their time and zap their creativity. They come in many forms: micromanagers, indecisive waverers, and clients with an endless feedback loop. They leave you feeling burnt out and undervalued.

But hey, “the client is king – or queen” – they are paying you, and competition is stiff. It’s not like they’re trying to make your life miserable, right? Let’s assume the best in them for a moment.

Clients are a paradox. On one hand, seeking assistance and on the other, stumbling into obstacles. Like us, they are trying to navigate our ever-changing world of marketing, sales, and tech. Clients often find themselves lost in a maze of options and sometimes cause a little chaos. Remember too: our project is just one of the many things they are juggling.

Let’s not forget, that we’re also clients for someone. Are we perfect? Maybe not. Despite their occasional foibles, difficult clients can also serve as a reminder of our perseverance and our desire to learn. And they’re paying us.

“Having a client is like any relationship. There’s hope, trust, fights, even breakups. You’ll meet the client’s friends and family too.”

Rocket.net – Agency Tips: Guiding Clients from Tinkering to Trusting

Option 1: You’re Fired! Why Time-Wasting Clients Cost You More Than Money

Sometimes it’s a wise move to drop unprofitable clients. It can increase efficiency in other areas and may even improve the working atmosphere in your agency.  However, tread carefully – there may be other options, and client acquisition costs more than retention.

The Cost of Time-Wasting Clients

Micromanagers who nitpick every detail, clients who constantly change their minds, and those requesting endless revisions are a burden on your team. They not only steal your time and resources but also stifle creativity and lower team morale.

The Art of the Polite Handoff

Don’t be afraid to fire a client – but do it professionally. Explain that your agency’s workflow might not be the best fit for their needs and recommend alternative resources. Frame it as an opportunity for them to get the service they deserve, while allowing your team to focus on projects that align with your agency’s strengths.

It’s About ROI, Not Just $$$

Letting go of a client might seem counterintuitive, but the time and energy spent keeping them happy could be better invested in attracting ideal clients. Think of it this way: a time-wasting client costs you more than their retainer. It costs you morale, creativity, and the ability to take on projects that you really like. But let’s be serious, it probably costs you money, too.

“If the time spent with the client is wasted and unproductive, it might be time to move on. There is also an opportunity cost involved in working with a bad client. Investing extra time into a client that drains your energy will degrade your quality in other parts of the business.”

SearchEngineJournal

Option 2: Don’t Fire Them, Fix Them! Strategies for Dealing with Difficult Clients in Your Agency

Working with clients is a two-way street, and sometimes that road gets bumpy. While firing a client might seem like the quickest solution, there are several strategies you can employ to improve communication, manage expectations, and ultimately, save yourself precious time and resources. After all, client acquisition isn’t cheap.

“Studies suggest that depending on the industry you are in, acquiring a new customer can cost five to seven times more than retaining an old one.”

Forbes.com

Effective Tactics that Build Better Clients

Defined Goals & Expectations: Establish clear, measurable goals when outlining project timelines. This ensures everyone’s on the same page, minimizing delays and misunderstandings.

Tailored Communication: Not all clients are created equal. If they’re detail-oriented, provide in-depth reports. If they’re big-picture focused, deliver high-level summaries with key takeaways.

Proactive Strategies to Prevent Time-Wasting 

Client Screening: Implement a screening process. This helps you filter out potential time-wasters who might not be a good fit for your agency.

Protecting Your Time: Consider charging call-out fees for initial consultations or visits – or costs for tinkering. This discourages casual inquiries and prioritizes serious clients who value your time and expertise.

Bonus Tip: Delegation Done Right

Delegating tasks to clients can be a double-edged sword. Here’s how to do it effectively:

• Clearly define the scope of work, responsibilities, deadlines, and communication channels. This prevents misunderstandings and unnecessary delays. 

• Outline the task requirements, objectives, and desired outcomes. This ensures the client understands what’s expected, minimizing back-and-forth communication.

• Don’t forget “The Why.” If a client can see the reason and the benefit, they become a stakeholder, not just a cog in the machine.

Remember, a little proactive planning and clear communication go a long way in saving you time and keeping your projects on track.

Agency Challenges? Grow Your Business with a Growing Platform

Grow your agency with lightning-fast, secure, and optimized websites that are easy to set up & manage. Top-tier agencies and online businesses choose Rocket.net as their trusted managed WordPress hosting provider – why shouldn’t you, too?