Are agencies really delivering the service their clients deserve with Remeny Royle Armitage

In this episode, Remeny Royle and Robert Craven pull back the curtain on the all-too-common pitfalls in agency-client relationships.Remeny helps agency owners and professional services to understand what their clients truly think of them. By listening to their clients, she can help proactively turn clients into advocates.From poor communication and lacklustre onboarding to a surprising disconnect between agencies’ self-perception and clients’ real experiences, they explore why so many agencies fall short… and what it takes to stand out.Remeny and Robert share candid stories and practical insights, emphasising the power of proactive engagement, personalised service, and truly understanding the client journey.They champion the idea of treating every client like a VIP… what Robert refers to as the "celebrity service" approach… backed by thoughtful gestures, robust processes, and genuine human connection.Whether you’re an agency leader or a client looking for better partnership, this episode is packed with actionable advice on mapping the customer journey, improving communication, and building relationships that last.Discover how small touches and a focus on the human side of business can transform agency service and why it’s the key to happier clients and greater success.We covered a lot:Poor Agency ServiceCommunication BreakdownLack of OnboardingImportance of Client UnderstandingBuilding RelationshipsProactive EngagementThe Value of Human TouchClient Perception of Agency ServicesAddressing Client ConcernsProfitability and Customer ServiceCustomer Journey MappingThe "Celebrity Service" Approach.Tune in and find out how to take your agency service from average to extraordinary.