According to a 2011 study conducted by the Huffington Post, Client Service is one of the top 10 most stressful jobs in the world. In fact, it sits at No. 6.  Here is a list of ‘dos’ and ‘don’ts’ to assist you on the journey to being a great Client Service Manager. 

There are many, but I’m going to start with just 10:

1. Be on time

Yes, this may appear obvious, but you’d be surprised at the number of people who arrive late for meetings. 

Always be at least 10 minutes early – it looks professional and shows that you are interested in your client’s business.

If you’re going to be late, or are stuck in traffic, let the client know before the meeting is due to start.

2. Write notes

These are known as contact reports and are important because you can’t remember everything. 

Make a note of all in attendance and where they fit in, either for the client or for your Agency. Take business cards if there are any handed out.

3. Always respect your client

Never put the client down, to anyone, no matter how much you dislike them. It will invariably end up being heard by somebody who should not hear about it. 

Always remain professional about your business no matter how frustrated you may feel.

4. Do not get into a master-servant relationship

It is detrimental to yourself and to your agency. At all times let your client know that they engaged your agency’s services for a reason and that you work with your client, not for them. You are their chosen partner in business.

5. Dress the part

Again, you’ll be surprised at the number of Client Service personnel who do not dress for the occasion.

If unsure, always dress up. Look and see what your client wears. Shorts and slops do not look professional in banking services. 

By dressing the part you look professional even if you feel a little nervous. Appearances do count. If necessary, keep a set of smarter clothes in your car, just in case.

6. Understand your client’s business

What do they do? What are their business challenges? If you don’t understand, ask. Who are their competitors? If FMCG, go and visit the stores and see what their products are. 

Ask the client to share their strategy documents with your agency. Read up. Nobody expects you to know everything, but learn a little more each week. 

7. Make friends with the traffic department

Robocop is your best friend and will therefore help you out on a frantic deadline. 

Ask how you can assist in putting together a better brief or scheduling work with decent deadlines.

Do not fight with Traffic, it will make your life miserable.

8. Write timing plans

This will help with Traffic and managing your client’s expectations. 

Be sure to advise your client that if they are late to revert, according to the timing plan, it may have a larger knock-on effect in terms of re-scheduling work. 

Manage expectations on both sides. Let Traffic know that the client is going to be late in approving work, this will assist Traffic and keep you in the good books.

9. Keep your client in the loop

If your client requests something with an unreasonable deadline, don’t simply say, “We can’t”.

Explain the creative processes and why the agency needs certain time frames to do good work. Many clients have no understanding of these processes. If necessary take them on an induction of your agency. 

Ask what is chasing the unreasonable deadline and you may be able to come to a compromise.

10. Always get a written brief from your client

This gives the client an opportunity to clarify their thoughts and gives you a checklist to work from when delivering the work. 

Great briefs help you and your creative team to deliver to your client’s expectations. 

Always ask your client for their thoughts. They may be thinking blue and you’re assuming that their thinking green.

What tips would you add to help someone starting out in Client Service?