5 Ways to Make Your Clients Love You
Written by Lisa Raffaele
It is undeniable that many of the same traits one acquires to make them a good communicator can also be applied to making your clients love you. Things like trust, respect and knowing who you are talking to are all ways to let your client know you’ve taken the time to get to know them, thus creating a positive relationship, something that is essential for several reasons including success!
Happy client, happy everything!
From an agency perspective, if a client is happy they are more open to a variety of things, including: accommodating budget adjustments, managing tight deadlines, and the likelihood of them retaining your services go up exponentially. We are in the people business after all. And plus, as with media, people want to work with people they know, like and trust – it’s that simple. Without clients, well let’s just say, there is no work.
Here are 5 ways to get your client to love you:
Trust takes time, but without a strong foundation of trust between you and your client a successful working relationship, or success in general just isn’t possible. A great way to build trust with your client is to show them you understand them and their brand/product. By taking the time to get to know them and re-iterate what they stand for, you will reinforce that you are there to succeed with them.
Don’t wait for them to give you directions. Bring them fresh, new ideas and opportunities, over and above things laid out in your original proposal. Things change daily, hourly, and even by the minute, that’s the beauty of news and our industry. If an opportunity arises for you to justifiably insert your client into the conversation, let them know. Sometimes it’s these opportunities or last minute “light bulbs” of ideas that spark great results. If you are just sticking to a script, you’ll miss these opportunities and the chance to make a great impression with your client.
A no brainer really, but it’s important to remember that this is true for EVERY aspect of PR, especially on the client side. Be diligent on keeping your client up-to-date on your success, process and any feedback – good and bad. Having an open dialogue with them will let them know they are always top of mind and will help with building trust. Also, take the time to ask them if they have any questions on your work, strategy and the results you’ve generated. Don’t be afraid to ask for feedback, positive or negative. All constructive criticism can be positive, and it will help you learn more about your client and what success means for them.
Also, it’s important to note that although emails are a great way to handle your client’s day to day needs, picking up the phone and even scheduling regular face-to face meetings are key to maintaining a strong, positive work relationship.