10 Ways to Manage Clients to Keep Them Happy

Adam Steele
Apr 17, 2024
how to manage clients

Hand off the toughest tasks in SEO, PPC, and content without compromising quality

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Ever wish you could clone yourself to handle those endless client emails and reporting headaches? What if you could streamline your workflow, build rock-solid partnerships, AND make your clients rave about you?

It’s achievable. Just follow these 10 ways to manage clients.

10 Key Strategies for Successful SEO Client Management

Ten strategies to client management success. Let’s do this.

Tip #1: Set Clear Expectations from the Start (Onboarding)

Imagine onboarding a new client is like inviting them into your meticulously organized workshop. They shouldn’t be fumbling for the right tools; you’ve got everything laid out and easy to find. This is best tackled in three steps:

  1. A branded welcome packet acts like your toolbelt—it outlines your process and timeline and introduces your team.
  2. A questionnaire is the blueprint of their project, uncovering what they want to build and any past renovation disasters to avoid.
  3. And a kickoff call? It’s a chance to roll up your sleeves together, answer questions, and ease any doubts before the work begins.

A streamlined onboarding process sets a tone that shows new clients that from day one, you’re a partner dedicated to building something great together.

Tip #2: Master the Art of Communication

Consistent communication (weekly, bi-weekly, or monthly) builds confidence in the direction of your SEO strategies. Is your client the “just give me the bottom line” type, or do they want to see under the hood? Tailor your reports accordingly.

Got hit by an algorithm change? Don’t swerve. Explain the situation clearly, present your plan to get back on track, and they’re more likely to keep the faith. And those seemingly small “are we there yet?” emails? Answer them promptly, and you’ll not only ease their worries but you’ll also solidify your position as a trusted partner.

Tip #3: Transparency and Honesty Build Trust

There are going to be moments where a client’s rankings dip or a new competitor muscles their way in. It’s inevitable. Trying to sweep it under the rug is a surefire way to lose client trust. Instead, own those challenges. Show up with the data to explain what happened—no fluff, just the facts.

Then, hit them with your action plan. Got a strategy to outsmart that competitor? Propose a pivot to adjust to an algorithm update. Need to bump up their budget to reach those ambitious new goals? Lay it out, honestly. This kind of transparency isn’t just about avoiding drama; it shows you’re a partner who’s in this for the long haul, ready to tackle any challenge head-on.

Tip #4: Craft Reports that Matter

Most clients’ eyes glaze over when you start throwing around terms like “organic sessions” and “backlink profile.” What they really care about is how all your SEO efforts are impacting their bottom line. So, ditch the jargon-filled spreadsheets and focus your reports on the metrics that matter: website traffic, leads, and sales.

Use clear visuals—think charts and graphs—to make the data easy to understand. Most importantly, connect those SEO wins directly back to their business goals. Did a boost in organic traffic also lead to more quote requests? Call it out.

By making your reports clear and focused on outcomes, clients see you as a key driver of their success, not just someone sending eye-wateringly lifeless spreadsheets.

Tip #5: Learn When to Say “No”

You want to make your clients happy, and sometimes that means going the extra mile. But there’s a fine line between being accommodating and letting a client push you into strategies that don’t align with SEO best practices or their long-term goals.

Maybe they want to chase a quick-fix tactic that could damage their rankings down the line. Or, maybe they’re demanding unrealistic results within an unreasonable timeframe. It’s okay to say “no” in these situations.

Explain your reasoning clearly, using data to back up your concerns. Then, offer an alternative solution that gets them closer to their objectives while protecting their reputation and your own.

Tip #6: Value Your Clients’ Time

Just like you, your clients are busy. Every minute you spend chasing them down for approvals or waiting for feedback eats into their day (and yours). Respect their time by being organized: have clear deadlines, provide all necessary information upfront, and consolidate questions whenever possible.

Be mindful of meeting lengths, too—focus on the agenda, and don’t be afraid to wrap things up early if you’re done. And remember, responsiveness goes both ways. Answer their emails or calls promptly to show that you value their time just as much as your own.

Tip #7: It’s a Two-Way Street: Embrace Client Feedback

The best client relationships aren’t static. Just like SEO itself, it’s about continuous improvement. Make a habit of asking for feedback. This could be a formal survey, a quick check-in email, or even scheduling a call to discuss their experience.

And don’t just listen for praise; truly dig into their suggestions. Is there a process that feels clunky from their side? Do they wish they had more visibility into a certain aspect of the campaign? Wherever possible, take their feedback and turn it into actionable improvements.  This shows you’re not just invested in getting results but in creating a smooth, valuable experience for them throughout the partnership.

Tip #8: Collaborate With To-Do Lists

Want to make your client’s life easier (and keep projects on track)? Give them a glimpse behind the curtain. A simple shared to-do list, whether it’s within your project management tool or a sharable document, offers several benefits. It gives your clients clarity on what’s happening and minimizes unnecessary communication.

They can easily leave notes or flag potential roadblocks. Plus, it reinforces your commitment to collaboration and helps them feel like an active part of the team. Just be sure to keep the list focused and updated regularly to avoid the workflow becoming overwhelming.

Tip #9: Keep Records of Your Work

Just as important as outlining upcoming tasks, a detailed log of past actions, whether it’s optimizations made or outreach done, saves you serious headaches down the line. Need to revisit a strategy that worked a few months ago? Want to easily onboard a new team member to a client’s project? It’s all there.

Clear documentation isn’t just for you, either. When a client asks, “What have you been working on?” you can give a specific, data-backed answer—a major trust booster.

Tip #10: Streamline Your Workflow with Customer Relationship (CRM) Tools

CRM tools are your agency’s best friend. A good CRM system centralizes all your client information, communication, and project management, saving you time and reducing the risk of things falling through the cracks.

Here are my favorites:

Hubspot

Think of HubSpot as your agency’s command center. It brings all your client data—contact info, past campaigns, even their specific pain points—into a single, organized system. No more frantic searches through spreadsheets or endless email chains. Hubspot’s automation features are a lifesaver.

Zoho CRM

Zoho CRM is highly adaptable to the way your agency works. Need a custom field to track specific SEO metrics? Want to set up a unique workflow for onboarding new clients? Zoho lets you tailor the system to match your exact needs. Its reporting and analytics are where it really shines. Easily generate reports that showcase those hard-earned SEO wins, from keyword rankings to website traffic growth.

Insightly

If you crave a streamlined workflow and hate getting bogged down in complicated software, Insightly is a breath of fresh air. It’s designed with busy agencies in mind. Think of it as your project management powerhouse. Easily break down SEO campaigns into tasks and assign them to team members with clear deadlines.

Capsule

If the idea of complex CRMs makes you break out in a cold sweat, Capsule CRM is your antidote. It focuses on the essentials of client relationship management without overwhelming you with bells and whistles. Think of it as your digital Rolodex on steroids. It keeps all your client contact info organized, tracks past interactions, and helps you stay on top of follow-ups.

Nimble

If social media is a key component of your clients’ SEO strategy, Nimble is worth a serious look. It pulls in contact data from platforms like LinkedIn and Twitter, giving you a deeper understanding of your clients and their networks. Nimble makes it easy to track social conversations, engage with potential leads, and nurture relationships—all from within the CRM.

Conclusion and Next Steps

Remember, client management is an investment in your agency’s future. Happier clients stick around longer, provide amazing referrals, and become true partners in fueling your growth.

Feeling overwhelmed by keeping all these plates spinning? Hey, hello, it’s us, Loganix, and we’re here to help. We offer seamless white-label client management solutions that save you time and build rock-solid partnerships.

🚀 Head over to our white-label services page to see how we can become a valuable extension of your team. 🚀

Hand off the toughest tasks in SEO, PPC, and content without compromising quality

Explore Services

Written by Adam Steele on April 17, 2024

COO and Product Director at Loganix. Recovering SEO, now focused on the understanding how Loganix can make the work-lives of SEO and agency folks more enjoyable, and profitable. Writing from beautiful Vancouver, British Columbia.