As an agency, establishing strong relationships with clients is crucial for success. Regular and open communication serves as the foundation for building these relationships. Client calls, whether held weekly or bi-weekly, play a pivotal role in staying aligned with objectives and Key Performance Indicators (KPIs) outlined in the contract. In this blog post, we will explore the importance of client calls and provide practical tips for handling them with finesse.
Why Speak with Clients:
Keeping up with contractual obligations:
As a service provider, it is essential to stay updated on the contractual obligations with our clients. Regular client calls ensure that we are meeting these obligations and addressing any concerns or issues promptly.
Influencing client PR strategy:
Through ongoing communication, we can gain a deep understanding of our client‘s PR strategy. Over time, this knowledge allows us to provide valuable insights and recommendations to enhance their PR efforts.
Reviewing media opportunities and upcoming content:
Client calls serve as an opportunity to discuss media opportunities and upcoming content. By staying informed about their plans, we can align our efforts and provide appropriate support.
Mutual accountability:
Client calls offer a platform for both parties to hold each other accountable for deliverables. By discussing progress, challenges, and achievements, we foster a sense of shared responsibility and maintain a productive working relationship.
Brainstorming ideas:
Collaborative brainstorming during client calls fuels creativity and innovation. By sharing ideas and exploring possibilities together, we can generate new approaches and strategies to meet client objectives.
Relationship building:
While delivering on KPIs is crucial, maintaining a pleasant and friendly relationship with clients greatly contributes to their satisfaction and loyalty. By being professional and personable, we foster a positive environment that promotes client retention.
Navigating the Client Call
Practice proper etiquette:
Arrive a few minutes early to the call whenever possible. Begin with a pleasant and friendly conversation to establish a positive atmosphere. When the client is speaking, demonstrate active engagement and remove any distractions to ensure you’re fully present.
Respond honestly:
If you are unsure of an answer, it’s better to admit it than provide incorrect information. Simply say, “Can I get back to you on that?” Honesty and integrity build trust with clients.
Take comprehensive notes:
Assign one person, or encourage everyone involved, to take notes during the call. Comprehensive notetaking ensures that no details are missed and provides valuable information for future reference or recaps.
Recap and follow-up:
After the call, ensure that both parties have a clear understanding of the tasks and objectives to be achieved before the next meeting. Recap the main points discussed and promptly send any agreed-upon action items or agenda notes to the client.
Conclusion:
Client calls are invaluable for maintaining strong agency-client relationships and achieving shared objectives. By preparing thoroughly, practicing active listening, and fostering open communication, you can confidently handle client calls and contribute to the success of your agency. Remember, client calls are an opportunity to showcase your hard work, learn from experienced account leads, and continuously improve your skills as a PR professional. Embrace each call with confidence and remember that there is nothing to fear.
