Communicating with the client

Mark HetheringtonSenior Lecturer – Communication and English

Overview

Client meetings / client contact Client relationship The first meeting and beyond… Q and A session

Clients

What (arguably) is the most important thing you should consider before working with clients do you think?

Prepare…

‘Success depends upon previous preparation, and without such preparation there is sure to be failure’.

Skills to pay the bills…

What do employers look for in a prospective employee?

Communication skillsTeamworkAttention to detailKnowledge

Client Meetings/Contact

Important part of the Graded Unit and your responsibility.

An initial face to face meeting is crucial.But remember clients are busy people.Establish a preferred method of regular

contact other than face to face meetings at the first meeting – options?

Must be professional at all times.

What can ‘professional’ mean?

Stereotypes?

Client Meetings / Contact

Contact should happen fairly frequently – constant contact is needed.

You should update your client regularly - at least once a week.

Clarify what you need from each other – RECORDING!

The Client Relationship

To love, honour…and obey? Create a long & happy client relationship. Client loyalty - build a strong relationship from

the outset. Return on Investment (ROI) - understand their

business, good service and ethic Think about the long game as well as the

present…

The Client Relationship

The first meeting - do your homework and prepare thoroughly.

Go the extra mile to prove that you understand their business and your ‘business’.

Be professional, not a ‘bunch of students doing a project’.

Work them out as individuals too - what kind of people are they? Assess this as quickly as you can.

You must be enthusiastic and passionate - even if they are not.

Remember:

Under promise & over deliver!

The Client Relationship

Cement the relationship:

Show them you mean business and can do the job. Negotiate the project aims/objectives/outcomes. Be realistic about what you can do - do not promise

what you can’t deliver - set realistic expectations. ‘Paperwork’ sent in advance, record of meets

forwarded to client within two days.

The Client Relationship

Stay one step ahead:

No-one indispensable.Complacency is your worst enemy.Never slack on quality and results.Show you are really serious about

their business.

The Client Relationship

Don’t get so immersed in their business that you lose objectivity - remember you are the Media specialists - they need something from you!

Two way street.You should be given on-going

feedback. Results, results, results - ultimately that

is what the client will look for.

Honesty IS the best policy

Be proactive & honest: Nip problems in the bud - do not let them fester and

grow Be upfront (and apologetic if necessary). Don’t be defensive. Think through solutions to issues. Be flexible and willing to help. But don’t be frightened to stand your ground when it

counts. You need to earn respect.

First Meeting

Create an ‘agenda’ and include the client. You could send a list of questions, or a request for

information, to the client before the meeting. Plan how you are going to get to the meeting – where is

the office – leave yourself plenty of time! Never be late. Make a good, enthusiastic first impression - and

maintain it.

First Meeting ct’d

Think about the Mechanics – what you need to do in the meeting.Negotiate the brief.Clarify issues/questions.

Recording – how?Getting what you’ve discussed to the

client - how and when (it should be a quick turn around - within two days).

First Meeting

Future client meetings should be discussed.

Your work schedule should be negotiated with the client - remember this isn’t the only Unit you are doing.

Clarify (budgetary) issues.Discuss what facilities are

available/needed?

Keep the momentum going

Think about your strategy for future meetings

Think about your Graded Unit obligationsRecording is very importantWhere’s the evidence?!?

Any questions?