When working at an advertising company, you have to comprehend the importance of your clients. Of course, it is not the only job that requires interaction with other people (e.g., your clients), but it’s the one that is defined by the projects of their clients.
So, it’s of paramount importance not only to get along with those clients but also build a relationship with respect and excellent communication that at the end of the day will benefit both sides.
So below you will find our tips that have helped us build a healthy communication with our clients.
1. Follow the 2–24–0 rule
Internally as a company, we follow this practice to avoid dealing with all our clients all at once since if that happens, the quality of our work declines. So, we prioritize in order to prevent possible “burnouts”.
So basically the 2–24–0 rule is all about time. For example, if a client sends you an email with a request, you have to inform him within 2 hours that you have seen that email, and that you will respond extensively later.
Then you have 24 hours to talk with your team and decide whether that request is doable and if yes when the client should expect the results. After you receive that information, you let your client know the cost, the time of delivery, etc.
Finally, the 0. Τhat means that you have to deliver when you said you would. Delays, of course, can occur, but we would advise against them since they can hurt your credibility.
2. Be honest with your communication
Don’t hide necessary information from your client. Problems and misunderstandings can arise at any moment, but the important thing is to deal with them appropriately and offer a specific solution to each problem. And while there isn’t a universally right or wrong way to deal with these situations, there are some things that you should avoid. For example, if a deadline approaches and you don’t have the deliverables ready, don’t lie and assure them that everything is fine and on schedule. Inform the client about the delay. They will understand.
3. Define scope of work, deliverables, project timeline & payment terms
So, a little tip here. Before signing with a client make sure that both of you are completely aligned with the goals of the project and the deliverables. Also, it seems obvious, but make sure that you sign a contract apart from verbal reassurance, in order to avoid unpleasant situations like altered deliverables and missed deadlines, that would be time-consuming and nerve-racking.
4. Go the extra mile
We all have that one client who we care about and who is kind, cooperative, understands what you tell him, but also stands his ground when something isn’t suitable for his company. And for those clients, we go the extra mile. We are being extra creative, we do more than what we have agreed on, we try to understand their point of view. Why? Because those clients make our day.
But the ugly truth is that this workflow should be done for all our clients. It’s the professional thing to do.
Professionalism in such a competitive market can extend or reduce your active years.
All in all, good communication with your clients is essential not only for your company but also for your well-being. It’s what will make you ideal to work with and give you the edge over your competition.
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We are jetdrops, a digital agency with people who among other things value meaningful conversation. We would love to work together on your next project! Reach out to us at firstname.lastname@example.org.