Client Service
Published on Mar 12, 2016
No Description
MORE DECKS TO EXPLORE
PRESENTATION OUTLINE
Client Service
More than just going for drinks
- From Toronto office
- Future teams model, was on client services team
- Enjoyed discussing client service initiatives
- Wanted to share with the office here
- Future teams model, was on client services team
- Enjoyed discussing client service initiatives
- Wanted to share with the office here
Photo by Kaensu
Future teams
For those of you who aren't familiar, this is a truncated version of the future teams model. It basically has all of our specialties and sectors in a circle, and in the middle is the CRM and client service team.
- While this office isn't in a future team model exactly, this is where the general client service concept came from. But...just because you're not designated a CRM doesn't mean you shouldn't be thinking about client service.
- While this office isn't in a future team model exactly, this is where the general client service concept came from. But...just because you're not designated a CRM doesn't mean you shouldn't be thinking about client service.
Are you involved in client service? Do you...
- Interact with a client?
- Lead a piece of business?
- Draft emails for review?
- You are playing a role in client service
Photo by Genista
Would you be happy if you were an Edelman SV client?
- In front of you there's a piece of paper. I'd like you to write down if you'd be happy as an Edelman SV client. Why or why not?
- Ask for responses
- Ask for responses
Photo by Juliana Coutinho
What sets Edelman apart?
- Next question - what sets Edelman apart from other agencies? Our clients likely work with multiple vendors, and they may do a lot of what we pride ourselves on here too. They're responsive, they send article flags etc. What do we do that's different?
- Ask for responses
- Ask for responses
Photo by mela.de.gypsie
What do you think client service is?
Photo by theqspeaks
Client service to me means...
- Doing what's right for the client
- Understanding the business
- Demonstrating operational excellence
- Managing expectations
- Being a trusted advisor and motivator
- Focusing on relationships and client satisfaction
- Earning the business every day
Client service to me is a philosophy because it's how we run our businesses fundamentally.
I've listed a few things here that I think of when I hear client service.
Client service to me means:
1. And that's not just doing everything they say or ask
2. Some people say you should know the business more than the client does. I'm not convinced that's possible, but you should definitely understand their needs and industry in depth.
3. Do your work really well. Everything we deliver should be perfect, without errors. Think about how much your clients pay per hour for your work.
4. Makes us a good partner. If we can deliver what we say we will and give smart counsel, that's going to go far.
5. Ultimate goal: First person your client calls.
6. Building relationships can't be overstated. If your clients really like you and you're doing good work, then you're probably not going to get fired. Clients are people and appreciate being treated as one.
7. We shouldn't rest on our laurels. We should prove why they need to work with us daily.
I've listed a few things here that I think of when I hear client service.
Client service to me means:
1. And that's not just doing everything they say or ask
2. Some people say you should know the business more than the client does. I'm not convinced that's possible, but you should definitely understand their needs and industry in depth.
3. Do your work really well. Everything we deliver should be perfect, without errors. Think about how much your clients pay per hour for your work.
4. Makes us a good partner. If we can deliver what we say we will and give smart counsel, that's going to go far.
5. Ultimate goal: First person your client calls.
6. Building relationships can't be overstated. If your clients really like you and you're doing good work, then you're probably not going to get fired. Clients are people and appreciate being treated as one.
7. We shouldn't rest on our laurels. We should prove why they need to work with us daily.
Photo by Neal.
Client service means... (T/F).
- Trying to always say yes
- Overservicing
- Having hard conversations
- Being BFFs
- Giving your clients gifts
Photo by Isaac Torrontera
Some of your client service tips
- Send a quick and thoughtful card/send a gift around life events
- Learn and celebrate their birthdays
- Listen first, then respond
- Make your small talk count, get to know them
- Let them vent
- Anticipate client needs
At this point I wanted to show how some of you area already taking client service to heart. Last week I asked you to share some of your tips and they ranged quite a bit. Here are a few that I thought were great, but they all were awesome and you should check them out.
Photo by seanmcgrath
client delight b-storm
- Why client delight?
- What are some ways we can drive client delight? Think creatively!
- What do we need to succeed? What barriers exist to achieving client delight?
- What can we do on our day of action for our clients? Think cheap and cheerful!
Photo by kevin dooley
Client service plan
Delivering the best for clients
What are your plans?
Photo by Sebastian Niedlich (Grabthar)
Stump the panel
Photo by Kennisland
