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55% of brand executives and marketers are considering switching their agency more than ever before.
“Agency did not understand our business,” “Dissatisfaction with strategic approach,” and “Dissatisfaction with value and delivery,” are some of the top reasons why brands end their agency relationships.
So, how can agencies win back client trust?
Award-winning web design agency Urban Geko’s Managing Director Reza Widjaja has the answer.
It lies in developing a collaborative process where agencies bring their strategic expertise and deeply integrate the client’s unique vision and goals into every step of the project.
Who Is Reza Widjaja?
Reza leverages his extensive experience and passion for innovation to streamline projects and bridge the gap between designers, developers, and clients. With over 20 years in the industry, he helps translate client visions into reality, ensuring every detail aligns with goals. Reza is committed to ongoing training and building strong industry connections to stay at the forefront of trends and best practices.
How well an agency understands each clients’ unique challenges and goals before beginning a project can make a huge difference in the effectiveness and impact of the outcome.
Reza shares that Urban Geko takes the time to truly understand each client's unique objectives before diving into a project.
The process begins with a deep-dive conversation where it listens carefully to the client’s needs, aspirations, and any hurdles they might be facing.
“Think of it as a brainstorming session with a side of detective work — we dig into what makes your brand tick and what keeps you up at night. We don’t just scratch the surface; we dig deeper to uncover the core of your brand’s story and objectives.
This helps us tailor our approach to fit your specific needs and craft a strategy that’s as unique as our client’s business. Our goal is to make sure that when we start a project, we're not just meeting expectations but exceeding them,” he explains.
Performing a competitive analysis is also key to identifying a brand’s strengths and weaknesses as well as identifying market gaps.
Watch our video to find out how to identify your rivals and create a powerful competitor matrix:
Understanding a brand’s vision and challenges upfront allows Urban Geko to ensure that its solutions are innovative and perfectly aligned with the client’s goals.
It also helps map out a strategic path that sets clients up for long-term success.
“Sometimes, that means taking a step back to fix underlying issues before we move forward with a plan.
It’s a collaborative, hands-on approach designed to ensure we’re not just delivering a service — we’re building a true partnership that delivers results and drives your business forward,” he adds.
Building Long-Term Client Relationships
A collaborative approach is just one step agencies should employ to build and nurture long-term client relationships.
Reza says that Urban Geko always prioritizes open, honest communication throughout every project, ensuring that expectations are clear and met.
“Integrity is fundamental to us. When we commit to something, we follow through, delivering on time and as promised. But our commitment doesn’t end with the design phase.
We offer ongoing services like website maintenance and internet marketing, which means we're continually engaged in enhancing your digital presence,” he shares.
He believes that their clients appreciate that they’re not just a service provider but a reliable partner in their success.
By combining exceptional service, innovative designs, and a dedication to staying ahead of industry trends, they build partnerships based on trust, reliability, and creativity.
But how can an agency truly maintain clear and consistent communication with clients throughout the branding process?
“Clear and consistent communication starts with one simple thing: listening.
Truly understanding our clients is crucial to creating designs that resonate with their brand and vision. Without that foundation, even the most beautiful designs won’t hit the mark for their marketing goals,” Reza answers.
He highlights that it is important to always keep the lines of communication wide open even for regular check-ins, feedback loops, or just being available whenever the client needs something.
An agency should not only focus on designing but partnering with a client to create something amazing, he believes.
In a previous podcast, DesignRush talked to Billups Global Chief Strategy Officer, Dr. Stephanie Gutnik who discussed the biggest mistakes brands make when hiring an agency, emphasizing clear communication and alignment.
Watch the video to find out more:
Client feedback is another important puzzle piece in promoting a healthier agency-client relationship.
Reza believes that an agency should make it easy for clients to share their thoughts throughout the projects.
“Whether we’re working on a print design or a website, our clients have full access to the process.
We encourage constant feedback and keep an open line of communication, ensuring that your vision is reflected in the final product.
We're flexible, responsive, and always ready to make adjustments that reflect your vision,” he says.
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Reza also shares that Urban Geko had a few clients who were eager to take the reins and design right alongside them — almost like they were looking over the agency’s shoulder, directing every detail.
However, he says that while they always welcome client input and collaboration, they also gently remind them that the agency is the expert for a reason.
“Our job is to ensure the design not only looks great but also functions effectively for their business goals.
At the end of the day, it’s about balance. We respect their vision, but we also know what works and what doesn’t.
If we can’t stand behind a design because it’s not effective, we won’t move forward. It’s not about just executing production; it’s about using our creativity and expertise to deliver something that truly benefits their company,” he points out.
Turning Challenges into Opportunities
Maintaining strong client relationships is not a breeze.
Hence, I was curious to hear from Reza how Urban Geko overcomes this challenge.
He believes that maintaining strong client relationships sometimes comes with its own set of challenges, especially when dealing with medium- to large-sized businesses.
“One of the hurdles we face is the shifting of key contacts within a company. When someone leaves for a new opportunity or is reassigned, we often have to reengage with a new point of contact who may have a different vision or plan.
While this can be a bit of a curveball, we handle it with our signature blend of warmth and professionalism,” he explains.
He adds that Urban Geko is adept at pitching its ongoing work and demonstrating the value it’s brought to the table, showcasing its flexibility and commitment to client success.
“On the bright side, these changes sometimes lead to positive outcomes.
Former contacts who move on to new roles often return to us for their new company’s marketing initiatives, proving that our work not only leaves a lasting impression but also opens doors for future collaborations,” he adds.
While client transitions can be a challenge, they also highlight the strength and adaptability of Urban Geko’s client relationships, ensuring it continues to deliver excellent results no matter who it is working with.
Developing Informed, Lasting Connections for Future Success
Reza says that Urban Geko’s high client retention rate is driven by its exceptional customer service, integrity, and innovative designs.
However, the agency is also dedicated to constantly evolving and enhancing its client relationship strategies to offer even more value through its full-service branding.
“We’re currently crafting a strategy to boost the value we deliver to our clients, making sure every interaction is both meaningful and impactful.
One key aspect of this evolution is making it easier for potential clients to research us and make informed decisions,” he notes.
Recently, the agency launched a new website designed to be highly informative and engaging, featuring a variety of showcased projects that provide a clear picture of its capabilities and past successes.
Urban Geko’s Website | Source: Urban Geko
“By improving how clients explore our work and connect with us, we aim to streamline their decision-making process and build stronger, more informed partnerships.
Our goal is to continue delivering exceptional results while making the journey to work with us as smooth and rewarding as possible. After all, great relationships start with clear communication and a touch of creativity,” Reza concludes.
Building strong client relationships requires deep client understanding, open communication, and adaptability.
Just like Urban Geko, all agencies should rely on a collaborative approach that balances client input with design expertise to deliver impactful, lasting results.
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