Guest Commentator: Dave Heit, Accounts Manager, Roe/Berry & Homer @Berryandhomer1
What are some of your best practices as it comes to building dynamic client relationships and translating clients’ creative visions into reality?
Building solid relationships with your clients is key to any successful business. Understanding your clients’ creative visions and ensuring a successful project is crucial to forming a long-term relationship. Sometimes their specific vision isn’t possible. Always have an alternative- make concessions or explore alternatives collectively, to find workable solutions. Listening, asking questions, and communicating progress and/or setbacks go a long way. Don’t delay in providing updates- good, bad, or indifferent. You and your client are a team; when you work together, great things can be accomplished. Most of my clients I’d consider friends, and we both benefit from the relationship- they don’t have to stress over the portion of the projects I’m handling and can focus on other work, and I get repeat business and plenty of referrals.
These are my core best practices:
Legwork
When I get a referral or go after a specific client, I go to their website and look at their business model and previous projects before I even respond. How can I help them? What area or areas cross over to my expertise? This approach makes that first conversation much more engaging; most clients will respect the effort, and you’ll feel more confident. Even better if you compile similar projects you’ve handled and email them over.
Communicate Effectively
When you can explain what you are supplying in knowledgeable detail, it minimizes confusion, misinterpretation, and unhappy clients. This can be avoided simply with good communication.
Honesty
It goes without saying, never lie. This is a dealbreaker and relationship killer. If you can’t hit a deadline, say it upfront or as soon as you’re aware. If a project doesn’t fit with your company’s strengths, turn it down (with an explanation). Better to lose a client’s job today than all their future ones. Most important here is always to do what you say you will do; people will respect you for it.
Prompt Response
No one likes waiting for an answer to a question or request. Respond as quickly as possible. If you don’t have an answer right then, respond that you’ve received their inquiry and are working on it. Keep them updated if you need additional time. This approach is an easy way to become a client’s go-to person.
Be Better
I try to do more than what is required. I’ll jump through hoops when a client is in need. Update clients when new products are released or provide helpful tips. Answer calls and respond to emails outside of regular business hours. Spend the extra hour doing research or working on a project when everyone else has gone home. Keep evolving and become an invaluable asset to your client.
Success has a way of finding those that strive for greatness.
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