Leading clients is a contact sport. It’s one of the phrases that stuck with me after I first heard it while at Account Executive College. You must be in the trenches every day with your clients in order to properly lead them. Being in the trenches, for me at least, means being in front of clients consistently, while proactively offering them strategic counsel.
Doing these simple things will help maintain accountability in your agency/client relationships. What is accountability you ask? Let me get technical with you for a minute.
In leadership roles, accountability is defined as the acknowledgment and assumption of responsibility for actions, products, decisions, and policies including the administration, governance, and implementation within the scope of the role or employment position.
Whew, that’s a mouthful.
I’m going to try and simplify that for you. Below are my five easy ways to maintain accountability with your client:
Make sure you can deliver: Quick wins are a good way to prove your value early on in the client relationship. But, as you are banging out quick wins, you have to be working on the long-term strategy and goals that ultimately won you the account. You have to properly strategize to ensure that you can deliver upon your promises. Then once you have delivered, further prove your worth by providing the client data and analytics.
Never wait: Clients look to you for guidance, for support and to be the idea person. So, don’t ever wait for the client to propose ideas, or say “I hope you can help us with this.” You must consistently push and motivate your clients. Sometimes motivation can come in the form of simply keeping them on task and holding them to deadlines. Hitting goals and deadlines together only increases your worth in their eyes.
Take responsibility: A true leader of clients will always take responsibility during both good times and bad. You should always take responsibility for the final product and give credit to all involved who made it happen on your team. Accountability runs both ways and therefore if you make mistakes along the way, or a campaign fails to hit its goals, you must take responsibility in those cases as well. This openness will go a long way in solidifying your role as a trusted partner.
Refuse to do mediocre work: Don’t ever accept a client’s proposal or idea just because it “came from the client.” Never agree to do any project or campaign at the client’s whim if the concept or idea is mediocre. The quickest way to compromise your agency’s integrity is to do mediocre work, just because it is work you can bill to the client. The client will respect your honesty and integrity if you discuss with them why you only will do quality work and settle for nothing less.
Be transparent: Transparency is key in every aspect of the agency/client relationship. In fact, it is a major part in making the four previous elements of accountability listed happen successfully. Transparency leads to trust and trust leads to lasting partnerships that will lead to major wins for both the client and the agency.
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This blog was originally posted for Verge Pipe Media.