ALP 278: What to do when agency employees continue to over-service clients
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Show Notes
In this episode, Chip and Gini focus on the issue of employees over-servicing clients. They discuss the reasons behind over-servicing, including fear of client dissatisfaction and insufficient initial project scopes.
The hosts emphasize the importance of educating employees on the long-term negative impacts, both on agency profitability and client relationships. They advocate for involving employees in strategic planning and scoping processes to ensure accurate budgeting and foster accountability.
Chip and Gini also highlight the benefits of regular communication and collaboration with team members to prevent recurring problems and enhance overall agency efficiency. [read the transcript]
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