- First, listen, then ask.
Take the time to get to know the client, who the main stakeholders are, how they operate, how they would like to work with you, their business environment, and their job roles.
- Understand your client’s business goals.
Delivering outstanding results for your client without clearly understanding their objectives and company goals is impossible.
- Provide an excellent onboarding experience.
Onboarding is vital for success. This is about setting the parameters for the rest of the client-agency relationship. If you create the right atmosphere early on and listen to the client’s wants, needs, and objectives, you will have a happy client who is excited to work with you.
- Earn their trust.
This is down to the basics of always doing the simple things right and being a safe pair of hands, which builds their confidence in you.
- Exceed Expectations.
Effective account management always strives to go the extra mile regarding service and delivery. As account handlers, we should question the brief and offer value through alternative and enhanced solutions.
- Get on the road.
Sometimes, we are all guilty of relying on email. Nobody wants lengthy essays in their inbox; it’s far more beneficial for both sides to engage face-to-face and talk in person. Don’t just do this when things go wrong. Do it regularly and get to know them when things are going well. Spending face-to-face time with clients is invaluable for building long-term and trusted relationships.
- Be flexible.
The Process is fundamental, but don’t always live by the rules. Use your judgement, especially if the client needs extra help. Finding a shared solution to a client’s problem will help create a genuine working partnership based on trust.
- Do regular client business reviews.
What are we doing well? What do we need to improve on? Does the strategy need revising, adapting or finetuning? What are the competitors doing? What are significant market trends? Is the client happy with the team?
- Be Transparent
Clients want to know precisely what is happening, when, and what they are paying for. Schedule reports and meetings so that you are sharing regular results.
- Integrity is everything.
Be truthful, always. Follow through. If you make a mistake (everybody does), own up. These small tips are crucial to maintaining solid relationships and building trust. Develop a reputation for integrity and let that be the anchor for all your successful relationships in life and business.
Great business is about great relationships.
Collette Symonds
Director