12 costly mistakes HubSpot agencies make

Could you be making any of these classic mistakes? Are you constantly stressed and somehow still clamoring for cash every month? It’s not your fault; the traditional web design process is broken. With a few simple tweaks, you could be on your way to seeing happier clients and more sustainable cash flow.

Ready to boost your revenue and growth? Keep reading to learn which hurdles to kick to the curb.

Costly mistake #1: Saying yes to every client request  

Are you a people pleaser? It can be hard to learn to say no but remember that being customer-focused also means being super clear about expectations. Of course, you want happy clients. But, if you agree to everything they ask for, they may become frustrated by the extended timeline or added cost. Instead, work with them to set priorities and remind them of your agreed-upon goals. Ask them where the item in question fits on their current list of priorities and what they would be willing to replace it with. You'll help them reevaluate while keeping the project on track and within budget.

Costly mistake #2: Focusing on deliverables

But, I thought it was important to set expectations? It is! However, it’s impossible to predict what types of changes will have the most impact 3 or 4 months from now. Avoid listing specific deliverables too far in advance. Instead, evaluate the data from your client's initial launchpad site, and stay flexible so you can improve results continuously over time.

Costly mistake #3: Not using website building blocks

Want to cut down on turnaround time? Use a consistent collection of modules for common website elements (text, images, or video blocks) that you can easily customize for each client. Find a theme that you love, and you’ll be creating web pages from scratch in minutes.

Costly mistake #4: Overpromising on web design timelines 

Even though using a theme can significantly cut down on design time, don’t forget to factor in flex days for any inevitable changes or unknowns. Plus, you’ll want to leave room for any upcoming holidays or vacations. After all, your team is made of people. They'll need a little R&R when they’re busting their butts for your agency.

Costly mistake #5: having one team member per client

Speaking of people, don’t make the risky mistake of having only one point of contact working on a client project. If that contact leaves the agency, the client could too. Yikes! Make sure you’re nurturing a relationship between your client and the agency as a whole. 

Costly mistake #6: No commissions for your service team  

Gone are the days when commissions were just for sales. Did you know that the odds of upselling existing clients is 60- 70% (compared with 5 - 20% for new prospects)? Is it savvy to encourage your team to promote products and add-ons to current customers? I think YES!

Costly mistake #7: Not tailoring your service template

Remember that every client has different needs and goals. Have a process you can use as a starting point, then try customizing it by asking questions like: 

• What do you love doing or want to do more? 
• What do you dislike doing or want to do less?
• What’s your ideal communication style, channel, and frequency?
• Do you have any favorite systems?
• Are there any other key players you'd like us to involve?
  
  

Costly mistake #8: Being one of many in a sea of agencies 

Speaking of tailoring, don’t neglect what makes you unique as an agency. Want to rethink your differentiator? Look past your competitors and industry and consider what else you can do to offer value. I highly recommend Blue Ocean Strategy as an insightful resource to explore this further.

Costly mistake #9: Using client block off dates

Avoid putting one client on hold for a full day or week while prioritizing another client’s wish list.  Yes, you want to make focused progress, but this can leave too much room for miscommunication, especially if you’re juggling multiple clients. Try pulling evenly from each client’s wish list during any given workweek to keep all your projects moving along steadily.

Costly mistake #10: Scheduling back-to-back meetings

Too many big meetings (like reporting summits) in a given week could pull you away from the actual design work and set you up for missed deadlines or disappointed clients. Try staggering these to give yourself space to pick away at your other projects.

Costly mistake #11: Too much detail in reports  

Is too much detail even a thing? Yes, if it’s eating up a significant chunk of your time. Start with simple visuals to make sure you and your client are on the same page about the story your numbers tell. If your client wants to get a more granular view, you can wisely invest the time at that point.  

Costly mistake #12: Neglecting your own marketing

Finally, remember to keep working on your business and not get stuck working in it. Avoiding the 11 previously mentioned mistakes will help free up your time and energy to pour more resources into your growing agency.

Now, Go get your goals

Imagine how you’ll feel when you have more control over your process and project scope, happier clients, and more predictable revenue? That end goal is totally within your reach. All you have to do is take action. Pick one of the traps listed above and change up your approach. You’ll be so glad you did. I’m rooting for you!