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Category Archive for 'Client service'

The first rule of Pitch Club is that you most definitely DO want potential clients to talk about your presentation afterwards. And they’re more likely to do so if they can actually remember what you said. We’ve all been there. You attend a presentation. Someone who didn’t attend asks you to paraphrase later the same […]

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For dramatic effect in this post I’m going to say that there have been two attitudinal moments of truth in my career to date. The first was learning and embracing the art of delegation. The second was dropping the lead agency mentality that had been instilled in me after 18 years in advertising agencies. These […]

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A client apologised for the internal politics of their organisation the other day. But it really wasn’t a problem. Because the nature, the source and the implications of those politics were being explained in detail at the outset of a project. Politics are only ever a problem when they are undisclosed, unexpected and appear late […]

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Three little words. Not those three little words. These three little words. “You’re the experts.” When a client says these words and means them, they might as well have said “I love you”. They might as well have said “I love you” because “you’re the experts” has a powerful emotive effect on a good agency. […]

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A sure sign of a strong client relationship is if you find yourself being described as a “good listener”. It is an attribute to which clients attach great value. That’s because there’s more to good listening than meets the ear. Good listening is as much about the culture of the organisation as it is about […]

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90% Tigger, 10% Eeyore. I reckon that’s about the optimal makeup for a digital agency bod. I like Tigger’s can-do attitude and his natural willingness to do then learn. “Mobile apps? Woo hoo! That’s what Tiggers do best!” “Innovative mash-ups? Oh boy oh boy! That’s what Tiggers do the best!” In fact whatever suggestion Little […]

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For anyone who bought what I wrote about not selling, this is a more narrowly focused follow-up about the implications of a not selling philosophy for the presentation of ideas to clients. On the one hand how do you satisfy the pressure from the agency to sell do the idea justice? And on the other […]

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Nobody likes being sold to. Being sold to reduces that chances that you’ll actually buy. So creative teams that urge account people to “sell” their ideas are misguided as well as patronising. When it comes to helping great work see the light of day, the role of smart account management is to avoid selling at […]

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Professional golfers are more likely to hit a hole-in-one than mere mortals. But it’s still a relatively rare occurrence. Because there are so many things that can prevent a hole-in-one from happening. It requires skill and luck. In fact a hole-in-one is a minor golfing miracle. Great creative work that sees the light of day […]

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My mother is a very bright, competent, entrepreneurial woman. But, when I was younger, she used to embarrass me in shops by acting all helpless in order to get served more quickly. She’d stand in the middle of a department store holding the item that she wanted help with in an outstretched hand, and assume […]

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