As part of the Account team at a small ad agency, we tend to wear a lot of hats. Whether it is helping out with a creative idea, proof reading, copy writing or analyzing campaign results, our job description is an ever-changing chameleon of advertising duties. But our most important job is the relationship with our clients.

Establishing a rapport with a client and making that client feel comfortable dealing with you is crucial. When you are working with a client, you are the face of the company. You are representing everyone in your office, from the president of the company to the receptionist. Once a solid relationship is established with a client, it must be maintained, which is true for any relationship that hopes to be long-term.

It is sometimes very difficult for the client to realize that we are working with them and have their best interest in mind. It’s not just about putting together a few new ad layouts and spending dollars. Our job goes deeper than that, we want to be a part of the team. We strive to be the marketing arm of our client’s company, helping them every step of the way.

Some key things to remember:
a)  Be friendly – when answering the office phone, greeting a client at the office, or working with your client on a daily basis. This will make your client feel comfortable when trying to reach you or anyone else in the office because it is a friendly environment. The client should not feel like they are bothering us or hesitate to pick up the phone. When coming into the office they should feel welcome and at ease.

b)  Listen to your client – always hear what the client has to say at first, even if it is negative. Negative news can be hard to handle and hard not to take  personally. Remain positive, and stay focused on the task at hand. Listen to the client’s needs and make sure they are met with your own personality thrown into it. A client might not understand all the design factors that come into play so it’s good to be open with your client about new ideas WHILE STILL making sure their needs are met.

c)      Be reliable – do what you say you are going to do. Clients will respect and admire a quick turn-around on a project. This is not to say do a rush job, never sacrifice the quality of work to get something done. This means to deliver the project when you say you are going to. Hold true to your deadlines. Make your deadlines accurate. Clients will be impressed if you deliver ahead of time. They will feel important because you are focusing on their project and it’s on the top of your mind to complete. Clients will be assured that you are going to get a project done when you say it will be done. Not only is this good for your client but good for your piece of mind. Get it finished and move onto the next goal at hand.

Remember, you want to develop business relationships that form into life-long partnerships with your clients and both parties will benefit from respectful, friendly interaction.