Making Clients Feel Heard & Valued - How One Agency Retains 100% of Their Clients

Welcome to our Agency Spotlight series! Each article will feature pioneers of the #agencylife and how they run their businesses in the modern world. In this edition, we had the pleasure of sitting down with Jess Moran to discuss how JESSCO maintains a 100% client-retention rate.

Tell us about yourself & what you do at JESSCO

Jess Moran - Founder

Jess Moran worked in PR and Marketing for over 20 years. During this time, she worked for a variety of agencies in in-house roles and as a consultant.

Two years ago, Jess decided to go out on her own and provide an experience she felt was lacking in the agency space. Her boutique agency focuses on keeping their client count low so that they can better serve each and every single one of their clients.

Tell us a little bit about JESSCO

I'd consider JESSCO to be a "boutique agency." We work mostly with startups across a variety of industries, but almost half of our clients are in the cannabis space.

We provide rates that startups can afford and focus heavily on making our clients feel heard and valued. Our team feeds off of the passion of start-ups and entrepreneurs.

Over the past two years, we've maintained 100% client retention with our 28 clients and have a team of 8 full-time employees and 1 part-time.

What do you enjoy most about working with clients?

I love watching my clients succeed! Working with a client from the ground-up and witnessing the joy they experience when their ideas come to life is incredible. Being able to support that is really rewarding. These entrepreneurs truly inspire my team and they are the reason we exist!

How do you build a strong relationship with your clients?

At JESSCO, we think client-fit is instrumental in building a strong relationship. There needs to be a good fit on both sides of the client relationship. Before taking on a new client, we always ask ourselves:

• Can we properly support the client and their needs?
• Does their business align with our team and value sets?

This is very important to our team and our clients. I believe this is one of the reasons why we've been able to maintain a 100% client-retention rate.

What challenges were you facing before using HeyOrca?

Prior to using HeyOrca, we struggled with a couple of things:

• Collaborating with clients and presenting social media content in a visual manner
• Responding to client feedback on the fly

We were using a variety of tools like emails and Google Docs to present our planned content. We spent a lot of time creating the communications and trying to make them as visual as possible.

We tried using spreadsheets and other platforms like Sprout Social, but there wasn't a single solution that worked well for us. We needed a platform that was visual, collaborative, and allowed us to manage feedback and approvals in one spot.

What problems are you solving with HeyOrca?

We've been using HeyOrca's social media management tool to collaborate with clients and plan their social media content. The collaboration features have been key for us. We explored a variety of social media platforms, but we chose HeyOrca because it makes it so easy to collaborate with our clients. Involving our clients in the process is another way we make our clients feel valued and heard.

Despite having 28 clients and a lean team, HeyOrca helps us stay organized by providing visual calendars for each of our clients and allowing us to pre-plan content. It saves us a lot of time and allows us to effectively manage our clients. Having built in notifications for approvals and feedback allows us to react to clients on the fly.

We use HeyOrca to manage about 10 of our clients' social media accounts. Our clients love it and find it very easy to use. We haven't had any trouble onboarding clients and teaching them how to use HeyOrca.

Would you recommend HeyOrca to other social media managers and agencies?

Totally! It's kind of like our secret tool. We actually recommend it to clients when they want to manage their own social media accounts.

It's been a huge time saver for us. It's easy to queue up creative and visuals, and much easier than going through a bunch of spread sheets or using another platform. We love that it is professional looking, visual, and collaborative.

For more information about JESSCO, visit jessmco.com.

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