10 Ways to Show Clients You Really Care

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You won the business. Now what?

As Don Draper said in Mad Men, “The day you sign a client is the day you start losing him.” Although that’s a pessimistic view of the world, it is not too far from the truth. The honeymoon may end quickly and, especially if you’re working for a client who is seeking fast, rapid growth delighting him or her can prove tough.

So, how do you show that client that you’re fully invested in the relationship?

1) Treat it as a relationship — not just a project. 

2) Do your homework. Learn as much as you can about the client from the beginning.

3) Develop shared objectives. Make sure you’re working against the same deadlines and outcomes. If you have disagreements, deal with them quickly and professionally. Do not let issues fester.

4) Listen. At all stages of your working relationship, build a deep understanding of the client’s pain points and goals.

5) “Gift” an extra hour or two of time. Or, go above and beyond to meet a deadline.

6) Share intelligence about trends in the industry. Business owners don’t always have the time to attend conferences or read. Helping them stay one step ahead establishes you and your agency as a thought leader. Make introductions to other businesses that could create collaborative opportunities.

7) Provide insights about competitors. Remember, clients don’t just want to hear what others are doing that they aren’t— but use that competitive intelligence to create creative opportunities for your client to differentiate.

8) Check in. That sounds pretty basic, but some agencies and companies just sit back and wait for a client to call them with a request. Be proactive (but not annoying).

9) Give them a shout-out. Whether it’s on your website or your company e-newsletter, press release, or social media, show your client that you respect and are proud of the work you’re doing together. Be sure to get clearance first, however, as some clients don’t want their competitors to know what they’re up to.

10) What about good old fashioned gifts? It all depends on the client. Most clients would rather see results than flowers and chocolates, but if you have an occasion to celebrate, taking the team out for a fun evening or sending something commemorative will be appreciated. If you know your client and the company culture well, you’ll know what will be considered meaningful.

Do these 10 things and do a consistently great client-focused job and you’ll be looking forward to many months ahead…and success for both your company and theirs.

Claim Your Listing

Clients look for agencies that deliver great results AND are great to work with. Make sure prospective clients can easily find you—and read glowing reviews about you.   on the UpCity site.  It’ll open up a whole new stream of prospects—companies looking for the best in local and national digital savvy.

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Nancy A Shenker

Nancy A. Shenker is a marketing innovator, brand builder, writer, and speaker, with both client- and agency-side experience. Over the course of her 40-year business and marketing career, she has been a C-level marketing executive, an entrepreneur, and a mentor to hundreds of small businesses at all stages. Founder of theONswitch marketing(R), Shenker was formerly a senior executive for major consumer and business brands, including Citibank, MasterCard, and Reed Exhibitions. Shenker has written four books, and publishes a women’s entrepreneur community called sheBOOM, as well as A.I. website Embrace the Machine(R) and travel and lifestyle website BleisureLiving(R). She writes a column for Inc.com called Bots & Bodies, covering the human aspects of technology and speaks about digital marketing, transformation, and women’s career paths at national conferences.

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