My clients, my rules

An agency’s most vital asset is its clients. Without them, we couldn’t survive. When clients are happy, they help us grow – not only by continuing to do business with us, but also by recommending us to others. Not surprisingly, I consider customer service to be a crucial part of my job. But whether you’re…

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An agency’s most vital asset is its clients. Without them, we couldn’t survive.

When clients are happy, they help us grow – not only by continuing to do business with us, but also by recommending us to others.

Not surprisingly, I consider customer service to be a crucial part of my job.

But whether you’re customer-facing or not, spreading the ethos of great customer service throughout your organisation pays dividends.

Just look at the success of retailer John Lewis, where ‘going the extra mile’ is the norm, rather than the exception.

In my role, I like to live by a few basic but golden rules:

·       Listen and then ask questions; concentrate on what the client is really saying 

·       Pay close attention to their words, tone of voice and body language. Never assume that you intuitively know what they want

·       Communicate regularly so that you are aware of problems or needs. Encourage and welcome suggestions about how you could improve

·       Make clients feel important and appreciated. Always remember your manners – ‘please’ and ‘thank you’ only take a second but mean a lot

·       Over-deliver. Think of ways to stand out above your competition and show the client you really care

I’d love to hear what works for you.

Author: Claire Hickman

Claire Hickman

Account Manager Claire always gets the job done. She’s also a crafty devil - you might be surprised what she can make out of socks and old rulers.

The size of your budget is not the problem

The size of your budget is not the problem.*

*Within reason. There’s no shortage of opinion about the current state of our industry. Creatives; account people; planners, technologists: we all talk about media fragmentation; marketing clutter; the power of ideas; the role of technology, and the reach of social networks. Whatever our different views, one topic seems to frustrate and unite us most: the…

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Want vs need

What we want vs. what we need

Whenever I see a creative brief and it already has the delivery mechanism (DM, online, press, whatever) filled in before the proposition has been decided, I know we’re deep into ‘want’ territory. It may not be what the client needs, but it’s what she’s asked for. That’s just one example, but it sheds an uncomfortable…

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Author: Rod Hirsch

Rod Hirsch

Copywriter Rod has been practicing his craft “for longer than I care to remember”. Longer than he can remember, more like…