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What’s Vermilion’s blueprint for a remarkable client-agency relationship?

Susan Aust /

2 min read

Susan Touchette Aust, Partner and head of Client Service at Vermilion, reveals her marketing agency’s approach to building meaningful client relationships.

New to marketing agency relationships? Choosing a new agency and wondering what kind of partners they’ll be after the pitch? Curious about Vermilion’s approach? Let’s remove some of the mystery around how we partner.

Cultivating strong partnerships goes beyond managing deadlines and deliverables. At its core, it’s about building trust, communication, and creating space for great work to thrive. As a full-service marketing agency, we’ve crafted a practical yet impactful, time-tested approach to Vermilion client service. 

We Go All In

From day one, we make sure every client knows: you’re Batman, we’re Robin. We dive deep into your organization’s purpose and values to understand them inside and out. Our job is to listen, stay engaged, and anticipate your needs just like Robin has Batman’s back on every mission. It’s about teamwork, not egos, as we work together to drive meaningful results. 

We Keep it Real

Transparency isn’t a buzzword for us. We’ve got confidentiality covered, so don’t hold back. Be honest. Share your goals and dreams, your fears and pain points, and everything in between. We’re always in your corner. And the more we understand what makes your business tick and what you’re up against, the better we can craft solutions that resonate and work.

We See Trust as a Two-Way Street

We get it. Partnering with an agency is a leap of faith. That’s why we prioritize open communication and candor every step of the way. Trust is the foundation of any great relationship, especially between an agency and its clients. When there’s trust, you’re more willing to take risks and push boundaries. And let’s face it, great work often requires leaps. At Vermilion, we strive for a partnership where ideas flow freely and smart risks feel natural. By staying transparent and having each other’s backs, we cultivate a space that fosters remarkable work. That’s what drives us every day.

We Stay Fueled by Feedback

Your expertise and insights are invaluable. Love what we’re doing? Tell us. If something doesn’t feel right, speak up. Keeping an open dialogue ensures we stay aligned and elevates our work together. Strategies and goals evolve, and we’re always here to strengthen the work as it grows.

We Communicate Your Way

You’re our priority, and that means communicating in the way that works best for you—whether that’s video calls, in person, email, Slack, or a good old-fashioned phone call. Finding the right form(s) of communication can help you feel more comfortable, making it easier to open up, and as a result, motivating us to do more.

We Budget Mindfully

Your budget is our budget. We keep a close eye on our resources, utilize competitive and fair rates, and we’re always upfront about potential shifts. By understanding each other’s constraints, we can navigate any curveballs with grace. Be upfront with what you can spend and what you can’t. We’re experienced at recommending informed, tested ways to stretch your dollar, and it saves time if we’re both upfront about what that means.

Building meaningful client-agency partnerships takes time, energy, and intention—but it’s always worth it. Find a team that loves what they do, and focus on forging genuine connections. When you do, you’ll see just how impactful—and fun—the partnership can be.

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