Account Management: is it an art or a science? I’m here to tell you that it’s a little bit of both. The key to maintaining client relationships is good customer service, and there are many aspects to customer service that one must master in order to produce a satisfied client. Here are a few key tips and best practices to help make you hone your account management skills:
Know your clients’ businesses
Understand their brand, their marketing objectives and goals. Always be aware of what their competitors are doing.
Think like a brand person
Help your clients meet their needs by providing strategic thinking as an approach to solving their problems.
When attempting to come up with marketing solutions for your client, don’t always go for the tried and true. Brainstorm with your team and be innovative.
When your client contacts you, respond to them immediately. You may not always have an immediate answer to their questions, but you can let them know you are looking into it and will get back to them within a certain time frame. If you are not available to help them at the moment they need you, appoint someone from your team who will be available to address the client’s questions/concerns while you are unavailable.
Develop a relationship with your client
Be friendly! Smile and ask about the kids or the dog. Show them you are interested. Remember, people want to work with others that they get along with, rather than those they dislike.
Know where your pertinent information is stored and perform your work in a timely fashion and with accuracy.
Reach out to your clients even when they are not reaching out to you. Forward them interesting articles that you think they may enjoy or may be pertinent to their business.
Be proud (in a good way!)
Take pride in yourself and your work. Believe that the service you provide to your client is valuable.
Manage your clients’ expectations. If there are problems, discuss them and be honest! If you make a mistake, admit it and offer solutions.
Under promise and over deliver!
You shouldn’t promise a client something you know can’t be done. However, that doesn’t mean you shouldn’t shoot to accomplish it, or something close to it.
Master these customer service techniques and you’ll produce satisfied (and profitable) clients.