How to ensure your clients are happy with the service you’re providing…
If your role is an account manager, you need to be the hub of all client information. Your role is to ensure the client is being fed information about their account at all times, if they need something, you should have it, if you don’t, you’re not doing your job.
It may sound crude, but the most important individuals in your business are the clients, as they are the ones putting food on the table. So, with that in mind, here are my top tips on how to ensure your clients are happy…
- Keep them in the loop. Clients want to be aware of updates on their accounts, but not harassed. Weekly and monthly updates along with meetings when necessary are a good way to ensure your clients are updated. Being there for calls, E-mails, texts with fast response time will also ensure your clients are happy.
- Face to face contact. It’s all very well sending emails and speaking on the phone, but your client is paying for you. They want to see you and be able to discuss their account in person, be available for them.
- Filing, I know it sounds boring but it’s necessary. An account manager needs to be organised, you need to know where those meeting minutes are from a meeting last year. Ensuring correct notes are taken, filing information on an online system as well as hard copies is essential if you’re to be the best at what you do. The aim of this is to ensure you have the information ready for due diligence going forward.
- Let them feel like part of the family. Depending on the nature of the business you work in, this can be difficult. However, inviting a client out for lunch or a coffee just for a catch-up aside from business is the best way to show them you care more than just about their business. A business relationship always works better when you actually know and get on personally with the person you’re sitting in front of, then it doesn’t feel like business.
Jordan is the first port of call for all internal communications, ensuring everyone here in your sales team has your briefings and the key information they need to progress. He gathers the stats and evidence to report on your campaign progress and outcomes.