James: One of the things that comes up with agency owners is they’re small, the customer wants to deal with the founder. How do you deal with that in the onboarding situation?
Taylor: Yeah, it’s a good question. So I think it all starts with the sales process. So if it’s you, the founder on the sales calls, you need to be talking up your team through that whole process. You need to be telling them that the next step is once you sign this agreement, I’m going to introduce you to Taylor. She’s going to make sure that your project runs smoothly, and I’m not bogging anything down. I’m here if she has questions, but she’s going to be your main point of contact moving forward. So you need to set those expectations in the sales process.
Now, if you’re a solopreneur, who, you do it all, then of course, you’re going to be telling them that, I’m going to be taking care of you throughout this whole journey, and I’m your go-to person. But I know for a lot of agency owners, they want to look professional, and they don’t want to be in the client experience every day. So most times, agency owners really want to get to a point where they can outsource that piece. But I know in that sales process, I think it’s crucial that you are setting those expectations from the get-go so that they know what to expect and who they’re going to be speaking to. And don’t even give them a door to come back and be asking you day-to-day questions because that’s not the goal.
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