Exceptional client service is something that small agencies are often known for. With today's economy pushing more companies to tighten their budgets, small firms are finding that quality client service is keeping business strong. An agency that is considered more of a partner than a vendor becomes a client's asset. 

A key reason that clients believe that they get better service from a small firm is that there is more one-on-one activity, and less work delegated to junior employees. Additionally, smaller firms tend to be more responsive with less bureaucratic red tape. A call to a principal is returned by a principal. 

Good PR firms learn the client's business, inside and out. They take a personal interest in the client's challenges and manage communications from a stronger knowledge base. When a company hires a PR firm, they are investing in both expertise and relationships that the firm has in the media. Those relationships are built by displaying and communicating a deep understanding of key industry facts and trends. 

Another factor is the greater interest level of the agency towards the client's goals and needs. It isn't enough to just know the business; the agency must also understand the inner challenges and desires, creating more of a partnership type of trust. This can be crucial when a crisis erupts or a key message needs to be communicated properly. 

Finally, a smaller company is more nimble, able to zig and zag with market conditions, media scrutiny, and changes in company goals, etc. There are fewer filters to pass through to get a new agenda up and running immediately than can be found in a larger group. 

Key points: 

• Smaller firms can provide clients with regular access to senior staffers 

• In times of crisis, companies can rely on their agency partners for accessibility and focus 

• Firms can put more focus on clients if they have a smaller roster of them