Jon, it sounds like you provide client services.
What are some lessons learned about scaling those services once you find a good rhythm?
Thanks for giving it an easier title. I'll try that one out and see how it goes.
I don't scale the way you're thinking I do. What I run, firm/consulting wise, is VERY different from the norm. If it weren't just me at the helm then I bet I could run it like any other firm and list out services and pricing and all of that stuff.
But what I do is unique. See, every "gig" or "campaign" that I'm commissioned for, if I choose to take it on or not (I've rejected plenty, sometimes its just too bat shit crazy for even me to take on, regardless of how much is being offered!), is 100% unique for that specific client.
Think one use only.
I keep it very simple. The potential client gives me a goal they want to achieve from this campaign. A simple end result goal. If they want to add lil details and notes, by all means, they can do so but on a different page.
See, in order to accomplish the mission, so the client gets to the goal portion, you need to keep that absolutely fucking simple as humanly possible. Otherwise things get complicated, quickly. And you do not want that to fuck shit up for you, because it will.
Now, by campaign or gig, I'm not referring to an advertising campaign or how to sell this or that.. its almost always something of a much higher caliber in a realm not often associated with what you may be used to seeing.
So here is an example based off of a real world client with a real goal campaign that I helped them achieve:
The client is a defense contractor that happens to be a manufacturer of high grade armor piercing bullets. These bullets are meant for combat zones, not hunting or range folk.
Their goal for this campaign is that they want everyone in the war zone region to be using their ammunition. Friend or foe, they do not care. But they can only sell to friend.
Fine. This, although it has major ethical and moral issues tied to it, I've had the lawyers sign off on it, agreeing it isn't illegal, and I am not liable nor will I run into any legal issues nor will the client, etc etc. Great.
They give me a timeline/deadline projection, realistically. But usually clients don't, they just want it done, because its something they just don't know how to ask their current PR or marketing guys to do.
So here I am, an internet guy. Wtf do I know about these bullets? Only that they do a damn good job at penetrating body armor (why someone needs that is fuckin crazy in its own right = but I don't let personal beliefs, nor ethics or morals get involved). Research shows that this bullet can be used in 90% of the small arms used in that specific region during this specific conflict.
Okay great. So we gather all sorts of other intel and data, and try to forecast how long combat will last in this region, how many of our forces and allied forces are there, at what levels, along with when we pull out, how much cash will the rebels or natives have, and will they keep trying to buy the clients' bullets (once friendlies are out of the region, its typical that the nation will be added to a "yes its okay for you to buy bullets from these corps now" list.. if not, then the client is advised against it and that they may want to reconsider their goal and position.. etc.)
Okay, so we get the green light.
So what I do is devise a whole bunch of clever ways to simultaneously work together in persuading and influencing the friendlies and allies to not only increase their orders of these wonderfully deadly bullets, but to also get them into the lore of awe in the enemies eyes, hearts and minds too. You want these bullets to go from just being regular boring but deadly bullets to becoming the JAY-Z LOOK AT ME I'M A FUCKING PIMP OF ALL PIMPS bullets.
And without going into any detail, I go about engineering a campaign that carries this out, using both online and offline tactics and radical new techniques either dreamed up by me or by some of the other very few folk that do this kinda work, without ever being there myself (sometimes it calls for it, but very rarely, and my days of wanting to be at combat zones are long over now). Also, the trick here is to do so, carry this out, without any of the friendlies or anyone else knowing that they are 1- Being persuaded 2- Being influenced. -- Its not as easy as one may think. Advertising on that level, within that small frame point, without showing anyone a single advertisement or just saying "hey, fuckhead, buy more of these now!" is tricky stuff. But its one hell of a challenge, and that's what I really enjoy most.
Once the campaign is deemed successful... EVERY SINGLE PART of that operation, from my side, is tossed out, deleted, etc. You see, to ensure absolute success for this time and the next, everything needs to be built and modeled from scratch each and every time. Sometimes things go wrong, not often, but sometimes they also exceed expectations, and when you get crazy evil requests like that, over-exceeding expectations can be bad for everyone, not just you.
Something like this would cost well into the seven-eight figure range, depending on how much the client stands to profit and other variables like time, and effort, sensitivity, factors that make zero sense to anyone but the client, etc.mark. For services rendered. Not including budget and all sorts of other wonderfully complex fees that always add up quickly.
So yeah.. this is an area I really like and I also REALLY think I was meant to focus on. Unfortunately, it takes a long time to build up, and I have to put a lot of effort into it, myself. I have yet to meet someone else that can handle this for me or with me. There are a few others that dabble in this, but they
Note: This was merely an example. I have provided services similar to this to a defense contracting firm in a combat zone, but they weren't selling anything. It was way tougher than this. But it worked out wonderfully for them!
So yeah... how should I scale my operations for Client Services on this one?
PS- Anyone from the internet marketing industry that doesn't think they can use what they've learned in this industry and apply it to others, is an imbecile. I'm certainly not inviting you to play with me in this realm, but don't be so obtuse on the topic, its annoying.