CLIENT LOVE is all about interaction with your clients. We'll deconstruct the concept of "client service", and help show you what that means in your everyday work life.
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Account management - your USP
Great client service will drive all essential agency results such as sales, profits, and overall growth.
B2B, B2C, P2P, and H2H
Clients are clients, right? Pretty much, except when one of your clients is a 'B2B' client and one is a 'B2C' client. Why is the difference important?
Divorcing a loyal client
How do you say goodbye to a loyal client who has given no reason to earn your disfavour?
Handling your client's "little" changes
You always do all you can to accommodate your client's change requests, so what is it that irks you when you are asked for yet another "little" change?
How to work with clients who micro-manage
If your client is a born and bred micro-manager there is little you can do, but often you have more control over the situation than you'd think.
Is advertising a magic wand?
Clients engage agencies to make a difference in their business. What is your client expecting advertising to do for them, and is that expectation realistic?
Saying sorry, even when it's not your fault
There will be many times in your account management career when you will need to apologise to your clients. Here's how to take the sting out of saying sorry.
Should you be available 24/7?
There are many compelling reasons to make yourself available at any hour your client requires, but is that the best solution?
When a client complains
Here's how to handle the truckload of complaints you will experience over the course of your career.
When your client lacks expertise
In the ideal world all clients would be masters of their own universe and know their industry back to front. Unfortunately the reality is often quite different.
If you liked these articles, you'll LOVE 'How to Wrestle an Octopus: an agency account manager's guide to pretty much everything'!
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