No matter what your business, the basics of quality client relations are the same. Admittedly, these are not necessarily novel ideas. But unfortunately, they’re not always applied.
The following are the actions and attributes we believe are important for healthy, effective client relationships – and the way we commit to doing business each and every day.
- Strong Communications
When working with our clients, we find it’s best to be fully informed; that is, as much as you want to be. Some clients need regular updates to be comfortable with communications plans; others prefer to just see results. As we consider ourselves part of your team, it’s important to meld into your workflow to make the process seamless and smoother.
- Strategic Understanding
We hate to waste time. That’s why we frontload our process, learning as much as we can about a client up front to create a strategic messaging strategy to fuel ongoing, dynamic communication. Our clients find this invaluable, especially when they see that they have grown beyond what they once were – but often are still communicating.
As “hired hands,” we ultimately will do what you want. As a trusted, collaborative partner, however, we will never waiver in first giving you our advice on the best and most cost-effective ways to reach your marketing and communication goals.
In an era of “fake” almost everything, trust can be difficult to earn. For almost 15 years now, we’ve managed to achieve it, however, matching our goals with client needs, meeting deadlines, delivering consistently high-quality work and instilling confidence.
We believe collaboration with our clients is essential to success; both our success and the success of our clients. Your input and guidance fuels our success and provides synergies throughout every engagement.
We always encourage our clients to be perfectly honest with us, as it’s difficult to address issues we are unaware of, and false claims could be made that make matters worse. Such trusted full disclosure can be painful, but it can save a great deal of time, resources, embarrassment and even more serious consequences.
- Mutual Openness
Wait! Isn’t this the same thing as “transparency” above? Not quite. Though often used interchangeably, there is a subtle but important difference. Transparency is a clear view of the present in order to adapt to a reality or improve it. Openness is about human interaction and receptivity to things different from the traditional or one’s own. In our business, that means never saying, “we’ve always done it this way.” New ideas and ways to do things come along every day! Some are even worth becoming the new norm. That’s why we urge clients to join us in keeping minds open to the new and different.
Fairness in this context means treating people with a standard of performance that is consistent, and giving clients fair value for their hard earned money. Fairness is concerned with actions, processes and consequences that are morally right, honorable and equitable.
These are big words here. They’re also a vanishing art in some places. Loyalty, respect and courtesy are vital to creating relationships that are healthy and an atmosphere that inspires creative thought.
- Managing expectations
In past times, some clients expected a banner headline for the simplest action. Today, it’s a million hits for a pithy quote. Neither was, nor is, likely to happen. When expectations are not effectively managed, it can result in disruption to a strategic plan. That’s why we always will share what you can reasonably expect at each stage, building on it to create a cohesive communications whole that can be every bit as good as that highly coveted “splash.”
If all the above seems obvious – good! It means you put these principles in place at your shop, as well. It also means that you are exactly the kind of client that fuels our enthusiasm for what we do. Thank you to our existing clients who inspire us every day and a hardy welcome to those who wish to join our fold.
We welcome the opportunity to learn more about your marketing challenges and share our capabilities. Give us call any time at 941.544.2765.