Public Relations comes under the servicing sector. The most important and the toughness role if service sector industry is Delighting Clients. PR firms service their clients in various fields, sectors and council them about how they can create a positive brand reputation. There are some basics of client servicing, which if followed properly can establish a great relationship between the client and the agency. So, we are going to look at certain aspects that we have to take care of while communicating with the client and how effectively we can communicate with them ultimately delighting clients
To Maintain quality over quantity – It is very important to look over quality, as to what value a firm is adding to the clients business.
Communicate often and early – It is important to keep clients updated regularly and to take their inputs, feedback on various things on a regular basis.
Always be Proactive – We should not wait for the client to give up inputs, it’s always better to reach out beforehand.
To provide a timely recap – After every discussion, it is very important to provide the recap as to what clients need to send us and what we need to update them on.
Always set an Agenda for the meeting – It is crucial to have an agenda before heading towards any discussion or meeting with the client, it will keep things easier beforehand and save time.
Communication should be error free – While drafting any document and sending it to the client, it is always good to proof-read to check for grammatically, before sending for approval to the client.
Competitor Analysis – Keep clients updated about what their competitors are doing and what they can do to be ahead of the competition.
Ask more questions – It is good to ask about more and more information from the client, to understand their background, business really well to help them with great ideas.
Don’t default for another client – If one client is better than the other, it shouldn’t make another any less.
Meet deadlines – Meeting and adhering to deadlines shows the seriousness to the client, that you are interested, delay in delivering indicates carelessness and irresponsible behavior.
Exceed Expectations – Grab the opportunity, if something comes up good, even if the client does not know and show your excellence. It always contributes towards establishing a good relationship.
Interesting Read: How To Prevent Customer Dissatisfaction?
Apart from these, there are several other Strategies for PR Professionals to Delighting Clients. We always have to be responsible towards clients and pay attention to their every detail. If needed we should use internal resources to deliver the best results and tap the network of many talents to get their guidance. We should consume as much news as possible and get invested in getting educated about their industry. We should know what makes our agency unique/different and why a client should choose us over others. So, client servicing basically has three pillars, i.e. servicing the client, selling to the client and solving for the client.
– Chhavi Mittal
Chhavi is a student of School Of COmmunications and REputations (SCoRe) – Class of 2022 – Spring Batch. She is from Jaipur. She has done her bachelors from Manipal University Jaipur. She can be reached on Twitter as @chhavimittal15 and on LinkedIn as Chhavi Mittal
