THE ART OF CLIENT

SERVICE

DEFINE SUCCESSWe all face challenges when it comes to clients and their associated projects.

The success of our business however relies on happy clients. Even if a project faces challenges; if we have a good client relationship it will carry us through to an extent.

Can you think of some examples of what makes a project successful?

Statistics

Unhappy and indifferent clients — or worse, angry or disappointed clients — result in a high rate of client churn and a bad reputation for our brand. For an agency, one unhealthy relationship can poison its overall well-being.

80% of companies/agencies felt they delivered a “superior experience” to their customers, yet only 8% of their customers agreed.

Happy and loyal clients provide stability and referrals.

THE AM ROLE IN SALES AT RAWNETHere is an indication as to how great client service influences the projects that are bought in Rawnet for everyone to be part of!

This shows the split between projects sold with existing customers, vs new.

2015

TOTAL SALES £3.2m

AMs SALES

ALL CLIENTS MATTERAs discussed a lot of what equals success is down to keeping the client happy and ensuring they trust us.

It’s important that not only the Account Manager has a good relationship with the client but equally as important is the relationship we all (collectively) have with their brand.

There are some key elements that people buy into. Essentially the main thing to remember is that people buy into people just as much as they buy into the product or solution.

HOW CAN WE ALL GIVE GREAT CUSTOMER SERVICE?

What makes you like or trust an agency?

Clients take risks with people they trustBut how is trust built?

Great work doesn’t shield rawnet from client or project lossWe all know, that we can lose clients due to many factors; a bad project experience, poor customer service, price, missed deadlines, lack of understanding of their business, etc.

In our case we would say it’s never down to a lack of talent.

So why doesn’t our work overshadow any other factors?

Keeping things freshYou are going to be doing the best work you have EVER done here at Rawnet and the easiest way to do this is through existing clients trusting us to do cool stuff.

Think about what you were working on this time last year, in comparison to now? Imagine how cool the stuff you will be working on next year will be!

Happier clients leads to better projects, which leads to more trust and in turn leads to working on much bigger and exciting projects. At Rawnet we have all the people and tools we need to be right up there, we just need everyone to really engage with amazing client service.

Existing clients are worth 4-10 times the original project cost.

Developing strategy is a team sportIt’s EVERYONE’S responsibility to care about client happiness.

Being multi-lingual - providing a full service - split out roles at Rawnet - we need everyone to be involved.

Put clients first, keep them front of mind, we’re not robots!! Think about why you’re doing this, who it’s for etc.

What ways do you think you could improve on when it comes to client service?

Our job is to know the clientSo ask us!!

Collaboration between us and the clientCliche but extension of client’s marketing teams.

A great relationship leads to great work which benefits us all.

Thanks again for yesterday/Monday eve- we all agreed it was a great kick-off and one of most efficient agency meetings!- Ascendia

It Really Does Make A Difference

I was impressed by how quickly the team were able to come back to me, how quickly they were able to turn creatives round and the final scope of logo designs they provided before we settled on the current logo was great.- MACMILLAN CANCER

SUPPORT

Rawnet have been invaluable with their help and support. They are really good at getting results with a small budget and focusing on the things that matter.- SELF-ADHESIVE

We really appreciate all the work the whole team have put into the project; it’s going to make such a difference to our company.- Premium Tours

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