My primary responsibly is pretty simple, deliver the best value to our clients. Previously in my career, I may have taken a backseat role to client interactions or certain account management activities. Now, I’m a face of the agency. Client value, happiness and retention are always top of mind.
There are times when our agency’s clientele grows and it’s important not to forget the clients you already have. This may sound crazy, but it can definitely happen in the process of meeting the new client, learning their product offerings or services and developing content for them. It’s important not to forget the clients who have remained loyal for years.
It’s my job to make sure all of our clients feel like your only client. Here’s some things I’ve learned and best practices over the years.
Constantly identify new opportunities to serve clients better through fresh and innovative approaches that also help meet their goals. It’s also important to make knowledge available to all team members. It creates multiple perspectives and ideas as well as more collaboration and connection.
Build relationships and invest in your clients. I always take notes on clients so I can remember kids’ names, babies, anniversaries. It’s important to add a personal touch, sending cards or flowers to celebrate or support your clients. This is probably one of my favorite parts of the job. Also, learn personalities and preferred styles of receiving information.
Sometimes, the best ideas are the ones that keep me up at night. I want our clients at REVERED to know that we care about their account and we are always thinking about them and new opportunities for success. I make sure to email them back right away. There have been many times when clients have said, “Go to Sleep!” Then I know I’m doing my job.
It’s important to find out what makes them stand out. In order to do this, take the time to learn about your clients’ offerings through videos, demos, presentations and other internal assets so you’re ready to be at the same level of expertise as they are. We want everything from their brains into ours.
From using time tracking and project management software to knowing your team’s peak productivity periods, REVERED’s ingrained processes keeps our team on task and on schedule—making us have a pretty damn good track record of making deadlines.
Everyone has had that tricky client, I try to see it as an opportunity to put my marketing knowledge into practice. It’s also a chance to adjust a campaign’s course, if necessary. Failures are opportunities, too. Each day’s activities are new opportunities for education, view them as chances to get better.
When communicating on behalf of your team, it’s always “we.” Sending emails, phone calls, REVERED is a collective team.
It is never good to have clients surprised by their own success, opportunities, unexpected developments, pivots in projects and challenges.
That said, knowing when to interject a comment or position is a crucial skill. I think it’s a good thing to tell your Client what you really think. However, know when to shut up too.
Your clients (and boss) were smart enough to hire you. They also know the most about their organization, the problems and challenges, and opportunities ahead. Learn from them, even if it isn’t what you would do. I’ve learned ALOT from our clients over the years.
Running projects and accounts for a creative agency is my passion. I’m a wannabe creative with a marketing brain so I like to surround myself with smart people. Luckily, I’ve found a leadership team that pushes me at REVERED, always challenging me and making me do things that I didn’t think I could to reach my full potential.
Over the past 10 years, that has led to a more confident version of myself as well as knowledge of how to build to my own brand. How do I want to be perceived by internal teams and clients? Some things that I’ve learned that plays into that: