The document discusses how outsourcing companies can build trust with clients. It notes that trust is a key challenge for outsourcers due to initial doubts from clients and lack of in-person interactions. The document outlines three phases for building trust: engagement, health, and sickness. For each phase, it provides tips, such as overcommunicating issues, being flexible, and never getting defensive. It also notes some past mistakes made by the company, such as not having backup contacts and unrecognizable branding.

1. Daniel Corin Stig, CEO @ White Label Agency
Build trust and grow your client base:
Key lessons for outsourcing companies

2. Who
Am I?

4. We are the invisible
back-office for digital
agencies.

5. We code custom
WordPress sites, for
whatever they design.

6. Inside our walls
Account Managers DevelopersTech Support Quality Assurance

7. In color

8. The trust problem

9. Why trust is a key challenge
01. Start from doubt
02. No second chances

10. Outsourcers need to work harder
Local company Outsourcing company
Meetings Face-to-face Mostly emails & calls
Culture & language Similar Different
Panic button Knock on their door May disappear
Reputation Word-of-mouth Maybe online reviews

11. 3 phases of building trust

12. 03
In sickness
01
Engagement
02
In health
Phases of the relationship

13. A. Show that you understand their needs
B. Qualify them too
C. A call is better than an email
D. Make them feel prioritized
E. Show references, if you have them
F. Brand yourself
01 Engagement
03
In sickness
01
Engagement
02
In health

14. A. Overcommunicate
B. Be honest
C. Push back
D. Do a little extra
E. Ask them if they’re satisfied
F. Deliver quality stuff
02 In health
03
In sickness
01
Engagement
02
In health

15. A. Avoid negative surprises
B. Get on the phone (or plane)
C. Have multiple points of contact
D. Be flexible with solutions
E. Never get defensive toward the client
F. Give back the money you don’t fully deserve
03 In sickness
03
In sickness
01
Engagement
02
In health

16. What not to do

17. Our mistakes
To be made…
Just kidding.

18. 01. No backup person
02. Unrecognizable brand
03. Didn’t ask partners for feedback
04. Sales people who couldn’t answer technical questions
05. Didn’t reply until we had an answer
06. ....
Our mistakes (a few of them)

19. 03
In sickness
01
Engagement
02
In health
That’s all folks

20. Thank you!