Over servicing webinar slides with notes
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It’s common for agencies to over service their client accounts, in this webinar we explore why this happens and suggest ways that this can be minimised. With years of experience working with agencies to manage this, we will share survey results and offer top tips on how best to get paid for the work you deliver.
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Over servicing webinar slides with notes
- 1. PRESENTER: FRANKIE GLAISTER How to reduce over-servicing FGLAISTER@THEAGENCYWORKS.CO.UK 01455 553246 WWW.THEAGENCYWORKS.CO.UK
- 2. Who are we?
- 3. Notes From previous slide • THE AGENCY WORKS • WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK • WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND HOW TO IMPLEMENT SYNERGIST TAILORED FOR AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND THE SYSTEM TO REDUCE THINGS SUCH AS OVER- SERVICING. • SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN POINTS.
- 4. • WHY ARE AGENCIES OVER-SERVICING? • HOW CAN OVER-SERVICING BE REDUCED? TODAYS TOPICS
- 5. • WHY ARE AGENCIES OVER-SERVICING? TODAYS TOPIC NO1
- 7. Notes From previous slide • FOOD GROUP – A linked in group for like minded individuals to discuss issues and challenges they face within their agencies. This one report shows results from our quarterly survey that was completed by over 70 agencies in the UK. And you can see that over- servicing is still from last quarter to this one, the main challenge. And the 2nd main challenge is is increasing their profits- these two go hand in hand. • Food for thought: Should the term over-servicing actually be adopted to under recovery.
- 8. Inaccurate estimating Spending too much time on a job Human Error Using a different resource Client moves the goal posts Agency not selling enough hours 6 MAIN REASONS FOR OVER- SERVICING
- 9. Notes From previous slide 1. Inaccurate estimating – Agencies not having a different estimate to the quote, and also not giving a true reflection of how long work will take and who is needed to complete it. 2. Staff do not have clarity on the estimated number of hours so they spend too much time on a job– when using tools like the calendar bookings, this will reduce that risk 3. Human Error – This one cannot really be helped, it happens from time to time but if you are estimating and recording time accurately you will be able to identify if it happens too much. 4. Using Different Resource – It may be that a junior is taking a lot longer than a senior on a task. So the time estimated should be considered for different resource. 5. Clients Moves goal posts – First question is who is paying for this? This may be where you can step in and move the estimate and tell them how much longer you will need and what resource you have available. Presenting them with accurate evidence. Also looking at patterns, with different jobs, clients, resource. 6. Hours available VS hours sold within an agency is KEY to keep track of. A simple calculation of how many resource, how many chargeable hours and non chargeable hours for each per month. All together compared with the estimates turning into live jobs. Are we selling enough to keep our resource busy. Otherwise they will spend too much time on a job because they have nothing else to do in a hurry. Which could turn into them spending non chargeable time on jobs.
- 10. • HOW CAN OVER-SERVICING BE REDUCED? TODAYS TOPIC NO2
- 11. - Your Estimate is an internal budget of the Time, Materials and Purchases required to deliver the brief that’s been requested. TIME: How many hours do I need to spend on this? MATERIALS: Do I need to use any stock/consumable items? PURCHASES: Do I need to order anything externally from one of our Suppliers? - It’s only ever seen by you, not by your Client/Prospect. This should ALWAYS be a true, honest and accurate reflection of what you plan to deliver
- 12. Notes From previous slide • Here you need to work out, how many hours do we need in which phases, when do we need to do it and who do we need to complete the work. • To make your resource management and capacity plans even more accurate, the correct dates should be allocated to each phase. • Your estimate should always be an INTERNAL ACCURATE costing and based on the clients brief not budget! This should not be manipulated because these hours are a true reflection of what’s needed so what then will run into the studio. • If you do not want to manipulate your quote based on the budget a client may have provided (client facing doc) then offer them a lesser version or inform them you can’t go any lower!
- 13. - Your Quotation is how you commercialise your Estimated figures and portray a Selling Price to your Prospect/Client. - Using Rate Cards and Purchase Mark-ups, Synergist will calculate your Recommended Charge Quotation. - Any manipulation to wording or figures should be done here, before sending over to your Prospect/Client. - The overall aim is to ensure your Quotation is of a value that you’re happy sell at, and your Prospect/Client is happy to buy at.
- 14. Notes From previous slide • Quote is your EXTERNAL client facing document where if needed, the value can be manipulated. Whether that is adding or reducing value. • Example of where you may add value: If the client sent a million amendments on a previous job that wasn’t taken into consideration in the estimate, which made the job go way over. • Example of where you may reduce value: To win new business
- 16. Notes From previous slide • Another challenge comes from inaccurate scheduling of resource, by giving them a job,task,number of hours estimated they have clarity on what needs to be done and when by using a tool like this that feeds the hours from the estimate. But following a process like this whether it be verbally in a meeting, on excel, on a white board…… this will make the hours given to the studio strict and accurate form the internal estimate. To get the best out of them. • The management will be happier and the studio, because they will have visibility on what’s expected.
- 18. Notes From previous slide • Keeping track of time that is recorded against a job. Daily time recording, so if a job is going over budget the handler has visibility. • Also recording notes with the time. • This will also allow you to look at the est VS act and maybe update the estimates for jobs dependent on the actuals!! This will make the estimating even more accurate because you will see patterns and be able to see whether, the estimate is inaccurate, spending too much time on the job, client has moved the goals posts…. Etc… (6 reasons for over-servicing)
- 20. Notes From previous slide • Track how many hours are being sold against how many you have available. • If there aren’t enough being sold, look at departments that are lacking, and also look at how many they have in their pipeline to see if they can push some more through, potentially with a discount. Otherwise those spare hours will be spent over-servicing on other jobs.
- 21. 1.How to get this nailed down and why. Estimate accurately and honestly Schedule hours from the estimate Always record time against jobs Report on your EST VS ACT to spot patterns and make the estimate more accurate Have all features integrated TOP TIPS
- 22. Notes From previous slide • Have all features integrated, use your estimate and Gantt charts to drive the capacity plans and then use the estimated hours to schedule. • Whether you are using a system, a number of tools, excel. Having all of these talking to each other will make the process a lot smoother, and reduce things such as over-servicing occurring.
- 23. Giving the visibility to make more informed business decisions Improved organisation & stability within a business Happier staff Happier clients Happier management WHAT ARE THE BENEFITS OF USING THE RIGHT TOOLS AND ACTIONS?
Notes de l'éditeur
- THE AGENCY WORKS WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND HOW TO IMPLEMENT SYNERGIST TAILORED FOR AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND THE SYSTEM TO REDUCE THINGS SUCH AS OVER-SERVICING. SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN POINTS.
- THE AGENCY WORKS WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND HOW TO IMPLEMENT SYNERGIST TAILORED FOR AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND THE SYSTEM TO REDUCE THINGS SUCH AS OVER-SERVICING. SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN POINTS.
- FOOD GROUP – A linked in group for like minded individuals to discuss issues and challenges they face within their agencies. This one report shows results from our quarterly survey that was completed by over 70 agencies in the UK. And you can see that over-servicing is still from last quarter to this one, the main challenge. And the 2nd main challenge is is increasing their profits- these two go hand in hand. Should the term over-servicing actually be adopted to under recovery.
- THE AGENCY WORKS WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND HOW TO IMPLEMENT SYNERGIST TAILORED FOR AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND THE SYSTEM TO REDUCE THINGS SUCH AS OVER-SERVICING. SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN POINTS.
- Inaccurate estimating – Agencies not having a different estimate to the quote, and also not giving a true reflection of how long work will take and who is needed to complete it. Staff do not have clarity on the estimated number of hours so they spend too much time on a job– when using tools like the calendar bookings, this will reduce that risk Human Error – This one cannot really be helped, it happens from time to time but if you are estimating and recording time accurately you will be able to identify if it happens too much. Using Different Resource – It may be that a junior is taking a lot longer than a senior on a task. So the time estimated should be considered for different resource. Clients Moves goal posts – First question is who is paying for this? This may be where you can step in and move the estimate and tell them how much longer you will need and what resource you have available. Presenting them with accurate evidence. Also looking at patterns, with different jobs, clients, resource. Hours available VS hours sold within an agency is KEY to keep track of. A simple calculation of how many resource, how many chargeable hours and non chargeable hours for each per month. All together compared with the estimates turning into live jobs. Are we selling enough to keep our resource busy. Otherwise they will spend too much time on a job because they have nothing else to do in a hurry. Which could turn into them spending non chargeable time on jobs.
- THE AGENCY WORKS WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND HOW TO IMPLEMENT SYNERGIST TAILORED FOR AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND THE SYSTEM TO REDUCE THINGS SUCH AS OVER-SERVICING. SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN POINTS.
- Here you need to work out, how many hours do we need in which phases, when do we need to do it and who do we need to complete the work. To make your resource management and capacity plans even more accurate, the correct dates should be allocated to each phase. Your estimate should always be an INTERNAL ACCURATE costing and based on the clients brief not budget! This should not be manipulated because these hours are a true reflection of what’s needed so what then will run into the studio. If you do not want to manipulate your quote based on the budget a client may have provided (client facing doc) then offer them a lesser version or inform them you can’t go any lower!
- THE AGENCY WORKS WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND HOW TO IMPLEMENT SYNERGIST TAILORED FOR AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND THE SYSTEM TO REDUCE THINGS SUCH AS OVER-SERVICING. SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN POINTS.
- Quote is your EXTERNAL client facing document where if needed, the value can be manipulated. Whether that is adding or reducing value. Example of where you may add value: If the client sent a million amendments on a previous job that wasn’t taken into consideration in the estimate, which made the job go way over. Example of where you may reduce value: To win new business
- THE AGENCY WORKS WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND HOW TO IMPLEMENT SYNERGIST TAILORED FOR AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND THE SYSTEM TO REDUCE THINGS SUCH AS OVER-SERVICING. SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN POINTS.
- Another challenge comes from inaccurate scheduling of resource, by giving them a job,task,number of hours estimated they have clarity on what needs to be done and when by using a tool like this that feeds the hours from the estimate. But following a process like this whether it be verbally in a meeting, on excel, on a white board…… this will make the hours given to the studio strict and accurate form the internal estimate. To get the best out of them. The management will be happier and the studio, because they will have visibility on what’s expected.
- THE AGENCY WORKS WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND HOW TO IMPLEMENT SYNERGIST TAILORED FOR AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND THE SYSTEM TO REDUCE THINGS SUCH AS OVER-SERVICING. SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN POINTS.
- Keeping track of time that is recorded against a job. Daily time recording, so if a job is going over budget the handler has visibility. Also recording notes with the time. This will also allow you to look at the est VS act and maybe update the estimates for jobs dependent on the actuals!! This will make the estimating even more accurate because you will see patterns and be able to see whether, the estimate is inaccurate, spending too much time on the job, client has moved the goals posts…. Etc… (6 reasons for over-servicing)
- THE AGENCY WORKS WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND HOW TO IMPLEMENT SYNERGIST TAILORED FOR AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND THE SYSTEM TO REDUCE THINGS SUCH AS OVER-SERVICING. SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN POINTS.
- Track how many hours are being sold against how many you have available. If there aren’t enough being sold, look at departments that are lacking, and also look at how many they have in their pipeline to see if they can push some more through, potentially with a discount. Otherwise those spare hours will be spent over-servicing on other jobs.
- THE AGENCY WORKS WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND HOW TO IMPLEMENT SYNERGIST TAILORED FOR AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND THE SYSTEM TO REDUCE THINGS SUCH AS OVER-SERVICING. SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN POINTS.
- 1.Estimate accurately 2.Schedule hours from estimate 3.Report on capacity 4.Set accurate dates 5.Have all features integrated, so use estimate and Gantt charts to drive the capacity plans and then use the estimated hours to schedule. Whether you are using a system, a number of tools, excel. Having all of these talking to each other will make the process a lot smoother, and reduce things such as over-servicing occurring.
- THE AGENCY WORKS WE WORK WITH OVER 500 AGENCIES ALL OVER THE UK WE HOLD A WEALTH OF KNOWLEDGE NOT ONLY AROUND HOW TO IMPLEMENT SYNERGIST TAILORED FOR AGENCIES BUT BUSINESS PROCESS TECHNIQUES BEHIND THE SYSTEM TO REDUCE THINGS SUCH AS OVER-SERVICING. SYNERGIST IS NOT A BUY OVER THE COUNTER SYSTEM YOUR GETTING ON-GOING SUPPORT AND TIPS TO HELP ACHIEVE YOUR BUSINESS GOALS AND REDUCE PAIN POINTS.