Boost Client Satisfaction: The Role of BAs in Your AgencyBoost Client Satisfaction: The Role of BAs in Your Agency
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I stopped losing clients after we hired one person who never touched Figma. Here's what a BA actually does for an agency.
Most agencies lose deals after delivery.
Client got exactly what they asked for. Client isn't happy. Agency does a "round two" for free. Sound familiar?
Here's why it keeps happening — and how we stopped it:
Clients describe symptoms, not problems: "We need a redesign." No. You need more conversions. Those are different projects with different solutions.
Stop opening Figma before you open a conversation: Every pixel drawn without clarity is a pixel you'll redraw later. A BA buys back that time upfront.
The brief is never the real brief: What the client wrote. What the client meant. What the client actually needs. Three different things. A BA finds all three.
Scope creep starts before the contract: Not in week three. Not when the client "adds one small thing." It starts when the wrong question goes unasked at kickoff.
Assumptions kill projects: Write them down. Align on them. Every assumption left unsaid becomes a revision round later.
Execution is a commodity: Any agency can build. Not every agency understands what to build. That gap is where you win or lose the client.
A BA doesn't slow you down: They stop you from running fast in the wrong direction. That's not a cost. That's your margin.
Most agencies skip discovery and call it efficiency.
Then wonder why clients don't come back.
Hire the person who asks the hard questions first.
Ps. Save this before your next client kickoff 💾
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Creatives on Contra have earned over $150M and we are just getting started