New PR professionals and even some of us old pros, often have trouble managing clients and keeping them happy. Of course, there are some things you can’t control and other things that make your client unhappy that are just screw ups. But there are some simple basics for client management that will keep you and your client symbiotic.
- Be Responsive— There is nothing a client hates more than sending an email or leaving a message and not getting a response for several hours or even days. We’re all busy, so if you don’t have time to respond fully to the client’s question or request, just let them know that you got it and give them a timeframe for when you will get back to them.
- Be Honest— The agency-client relationship is just like any other meaningful relationship; it’s based on trust. If youre client can’t trust you, then they won’t want to do business with you. It’s imperative that you always be upfront and honest with your clients.
- Deliver Bad News Early and Often— Along the same lines of being honest, it’s also important to be really upfront with clients. The worst situation you can put yourself in with a client is to blindside them with bad news. If you find out that something is going wrong, you need to inform your client right away. Now that doesn’t mean you shouldn’t deliver the message in a way that softens the blow or try to put a positive spin on it, but it will be much worse to wait and see how things play out before telling your client—or even worse than that, having them find out on their own.
- Listen— The worst thing you can do is not listen to your client. They are constantly telling you things that will help you provide better service to them. It may be buried in a conversation or email, but if you’re on the lookout you can constantly finds ways to improve how you interact with them and what you deliver.
- Don’t Get Too Comfortable— It’s great to have a friendly relationship with your client. More than that, it’s encouraged. I once had a boss tell me that if I client likes you they’re less likely to fire you. It seems silly—it should be based on merit and quality of work, not a popularity contest—but it’s true. That said, don’t get too comfortable. They are a client and not a friend; you need to be sure not to cross that thin gray line.
A couple major client don’ts (based on real incidences)
- Don’t ever send a client email with the words “Yo” or “Snap” in it
- Don’t drink too much in front of a client…ever
- Don’t tell a client about your irritable bowel syndrome
- Don’t complain about how much you get paid
- Don’t gossip about your boss or co-workers
- Don’t gossip about their boss or co-workers
- Never, ever talk about politics or religion
Have a funny anecdote about a client snafoo or a real-life experience you’d like to share? Feel free to comment. We’d love to hear from you.
No related posts.
{ 0 comments… add one now }