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Most agencies have a weekly status call with each client. Most of those calls exist to answer one question: where are we? If the client can answer that question themselves, you can cancel the call.
What the status call is really for#
Listen to a typical status call and it covers three things: what's been done, what's waiting on whom, and what's next. All three are facts that already exist somewhere – in your project plan, your inbox and your team's heads.
The call exists because those facts aren't visible to the client. Make them visible, and the call has nothing left to do.
Make status visible#
A client portal with a project timeline does most of this. It shows milestones, what's been delivered, what's waiting for the client and what's coming next. Clients can check it whenever they like, which is usually more often than once a week.
Replace the call with a note#
Some clients like a regular touchpoint, and that's fine. Replace the call with a short written update: three bullet points on what changed this week, sent at the same time every week.
It takes ten minutes to write and two to read. The call took an hour for everyone on it.
Keep calls for decisions#
Cancelling status calls doesn't mean talking less. It means talking about the things that need talking about: direction, problems and decisions. Those calls are shorter, more useful and much easier to schedule when they aren't competing with a weekly meeting nobody needs.
Clients often worry at first that fewer calls means less attention. The written update fixes that: it shows, every week, that someone is thinking about their project.
Try it with one client for a month. Most agencies who do never go back.
