Today at a meeting at Square One we got into a conversation about how difficult it is for young account people to say No to their client(s). The discussion context was about how people in our industry sign up for workshops that would benefit them personally and their client's business as well, and then don't show up at the workshop or event because "the client called with a crisis."
To me, a person who for years not only jumped when the client called but also asked how high, I can empathize. But not sympathize.
As I learned the hard way (isn't that the way one learns?), a strong, lasting client/agency relationship is truly built on mutual respect. I learned (the hard way) that if you tell your client that you are not going to be available for a particular day or time, and ask them to put that on their calendar as a reminder, your client will respect your needs. Then, if there really is a crisis, either have someone who covers for you while you're off, or have a plan for emergency communication. (As you and I have learned - the hard way - those crises are often not really crises.)
Mutual respect goes a long way to keeping a relationship on track. As a 42 year veteran of our industry, and a marriage that has lasted that long, I can attest to mutual respect being the basis for great relationships. So, to those account service people who haven't quite learned the art of asking for it, here's my advice.
1. Have the courage to tell your client when you need "time away," for whatever reason - personal, vacation, or business. Your asking demonstrates the respect you have earned for the good service you have given.
2. Always have someone who will "cover" for you in times of client need or crisis.
3. Realize that you are, from time to time, expendable. And that's a good thing. It means your client not only respects you, but also your associates.
Now...go out there an - Get A Life!
Wednesday, August 09, 2006
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1 comments:
Just today, someone said to me that they didn't like doing account service, because they didn't like having to say "yes" and be nice to the client all the time. If that is all you are doing, you aren't doing your job very well. You can only have a relationship if you are willing to say no when you need to, disagree, provide another point of view, come to the rescue when you can, but also keep your client from doing something silly. If you are just being nice and saying "yes" you are a waitress. If you are having true conversations, respect for each other's time, and providing added value, you are a consultant. Which would you rather be?
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