"We're speaking the same language, but you don't understand a word I'm saying." (Timeline, 2003)
Have you ever experienced a time when you felt there was a "disconnect" between yourself and your client - a time when you were talking rationally and succinctly, yet your words failed to hit their mark?
Moments of disconnect could be the fault of either yourself or your client, and could stem from reasons such as:
Effective communication is vital in account management, so you need to ensure you and your client are speaking the same language in order to achieve your project goals and grow the relationship.
It is inevitable that you will have the occasional disconnect with your clients - that's normal and part of learning how each client ticks. However, if disconnect happens repeatedly this is a symptom of a deeper problem that needs to be addressed.
By working through some of the possible causes of disconnect you'll be able to get to the root of the problem and repair it as soon as possible. Disconnect leads to frustration, which leads to more disconnect and more frustration, and a client will only tolerate this downward spiral for so long.
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Keeping clients happy will lead to repeat business and word-of-mouth referrals. Keeping suppliers happy could mean sharper pricing and improved turnaround times. Keeping your team happy will allow you to move work around your agency quickly and without fuss. And, most of all, it will mean people will like working with you, which should open more doors than you could ever imagine.
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