Similar to being in a relationship, client service requires a certain level of love and attention to ensure a healthy and thriving partnership and a positive experience for all. Here are five (5) tips to making sure you stay on top of your client A-game:
Never. Stop. Courting.: Whether the client has been with the agency for 10 years or 10 days, it is imperative to regularly show them just how important they are to the agency. Showing your appreciation can be as simple as asking non-work-related questions (“how are your kids?”), taking them to lunch or coffee from time-to-time, or sending thank you notes or emails.
Propose New Ideas: By engaging your client with out-of-the-box ideas or fresh ways to introduce or update a campaign, you’ll gain their trust as someone who doesn’t just settle for the norm and always has their best interest in mind. Although not every new idea is a good one, the client will feel better knowing that they are always on your mind.
Give Your Time & Attention: By spending time with your client and finding commonalities — whether over the phone or through face-to-face meetings — you will establish credibility as a confidant, ally, and trusted advisor.
Use Your Intuition: To understand your client, you need to anticipate their needs, wants, and desires. Do your best and take the time required to become immersed in their line of work. By taking an interest in their interests, you will have an easier time communicating and serving them better.
Don’t Be Afraid To Push Back: Nothing is ever perfect and from time to time, boundaries may need to be put in place in order to set realistic expectations and also ensure that you don’t tire of each other. As an account executive, you have a unique perspective being an outside observer looking in on the client’s organization, so use this to your advantage in helping direct a new creative approach for a boundary-pushing campaign.
Just like a personal relationship, successful client relationships also take work, sacrifice, and some TLC. And if the client is happy, you will be, too. It’s a win-win.