The Basics of Client Management
Reading Time: ~2 Mins | Written By: Chris Penner
When it comes to managing clients, there are a few key things to have in your toolbelt. These tools apply to managing clients in a variety of roles, including as a sales person, marketing account manager, project manager, and more.
1. Clear Communication
Clear communication is of the utmost importance for managing clients. Here are some key principles for clear communication:
Be concise without sacrificing key pieces of information: In other words, you want to ensure you are not sending long, drawn out messages to your client so that the key aspects of your message get lost in the shuffle. Say what needs to be said in order to deliver the message clearly.
Structure your messages for clarity: No one likes reading paragraphs with action items sandwiched amongst sentences. Break your messages down with clear headings, and utilize bullets to ensure key messages are not missed.
Use plain language: Don’t use jargon your client is not going to understand. Ensure you simplify, or adjust the language and terms you’re using to ensure they get the message.
2. Set Clear Expectations
Client and service provider relationships will almost always be better if clear expectations are established, communicated and understood by both parties from the outset. Before you establish these expectations, ensure you have done a thorough job of onboarding your client. This includes getting a full understanding of what their needs and goals are, and determining exactly what you need to do in order to help fulfill their needs and achieve those goals. From there, clearly outline for your client what the project goals are, what you’ll be doing to achieve them, and in what time frame.
A key step in this is to ensure you get written confirmation from your client that they understand and agree with the set of expectations.
3. Make Sure They Know You’re on Their Team
Sometimes clients can think of their service providers as an expensive add-on that is always trying to upsell them. This is easier said than done, but it is crucial to make sure your client knows you are on their team. Ensuring you are taking care of points 1 and 2 above are great first steps.
Beyond those points, find opportunities to show your genuine interest in their business. For example, you can set up Google Alerts for news related to the industry they are in. From time to time you might share one of those articles with them and ask them how it might affect their business. This shows the client you have bought in to learning more about them so you can do the best work possible for their business.
Client management will vary based on the industry you’re in and your job, but following these 3 basic principles will set you up for success.
