Winning at Client Service
Have you ever worked with an agency you know to be talented and capable of executing great work, but something just isn’t clicking in the chemistry department?
When clients bring on a PR agency as a strategic partner, they are committing to a long-term relationship that requires daily collaboration. There must be a level of trust in place for the account to run efficiently and effectively—and for it to be an enjoyable experience in the process. In the nest, we build that trust through a combination of authenticity, expertise, empathy and urgency.
Here are four mantras our team practices to ensure clients have the best possible experience when partnering with Crowe PR.
Be Real. Authenticity is one of our core values, so we prioritize being honest, forthright and transparent with each other, our clients and the media. We believe that clients should never be in the dark, and that direct and open communication is the best way to keep a high-functioning, collaborative team on the same page.
Stay Focused. Our ultimate goal is to positively impact our clients’ business. To do so, we bring our A-game each day—in every effort and interaction. Whether it’s a weekly status call, a brainstorm about a new strategic initiative, or a conversation with a reporter, we’re eager to convey our expertise, passion and enthusiasm for our clients’ business!
Put Yourself in the Client’s Shoes. At Crowe PR, we are fortunate to have some of the best clients in the world. Our clients view us as an extension of their staff, and we deeply honor the privilege of having such close working relationships. We understand that clients often face internal pressures and performance benchmarks that we are not always privy to as their agency partner. We keep this top-of-mind and regularly take a step back to consider what defines success for our client – internally within their organization and externally among their customers.
Hustle Often, Hustle Hard. As a strategic partner to our clients, we are responsible for creating and sustaining momentum as well as a steady flow of good company news on their behalf. This requires that we operate with a daily sense of urgency, but what’s also important to us is that we demonstrate that sense of urgency with a touch of grace. We respect our clients’ time, workload and constraints, so our clients can count on us to keep a close watch on strategy, deadlines and long-term planning. When the time comes, we are also masters of the friendly follow-up, proactively and politely nudging clients if efforts appear to be off-course or falling behind.
These are just four of our many practices that ensure we provide an amazing client experience. Are you a current or prospective client? We’d love to meet you sometime soon for coffee or happy hour!
At the end of the day, what we create together with our clients is exciting, challenging and something to be celebrated as a team.
By Margaret Warner, Managing Director