Hello,
I’m Amber, and I’m Smith’s new Account Manager.
I began my career working alongside Oli back in 2013, ever since then we have kept in touch and it’s so exciting to finally be able to work together again. Smith is surrounded by talented, knowledgeable creatives and I’m so pleased to be a part of the team. There’s always a positive energy buzzing around the office and this translates through to the production of high quality work. There are many exciting things to come in 2022 and beyond!
Smith is successfully ending the year with a crisp rebrand, alongside some fresh faces. As I am one of the fresh faces, I’d like to take the opportunity to not only introduce myself, but share some knowledge. Therefore, I’ve written down some handy tips which I find useful for managing clients and projects. As we’re approaching Christmas, (let’s face it, we can’t get enough of the festivities at the moment), Scrap the 12 days of Christmas, here are my 12 handy account management tips!
12 Handy tips for managing clients and projects:
- Agree who is the point of contact for each project
At the start of a project have an open dialogue about who will be the point of contact. From here the client will feel reassured on who to reach out to for help or advice. It will instil trust from the get go. - Be transparent with your processors
Let your clients know how you work and what they can expect from you. This knowledge will help with expectations. - Be clear on deliverable dates (and make sure you stick to them!)
Setting out a plan and sticking to it is so important for client confidence. Make sure you plan your time wisely. In our imperfect world, issues arise and deadlines sometimes need to change, but make sure that your communication is clear, coherent and justified. - Always be adaptable to your clients situation
Whilst your practices may be the same, your clients will be in all different situations and may have never worked with an agency before. Therefore you have to adapt and accept their environments, be helpful and knowledgeable. - Always be one step ahead
You’re at an advantage from the start because you have experience in managing projects. The client will immediately feel supported and their confidence in you will start to build. - Have awareness of yourself
It’s important to conduct yourself in a way which means your client will have confidence in you. But your behaviour needs to show more than that, it needs to show you are authentic, enthusiastic and engaging. - Plan and schedule time to review and reflect on projects
Noone ever likes to rush, when we do rush we often make mistakes which can be costly and can make your company look unprofessional. After creating a presentation for example, put time aside for proof reading or reflection. A fresh pair of eyes can work wonders here. - Always fill in your timesheet
Those darn timesheets! Whilst some see them as a little painful, they are vital in assessing your finances. Measuring the time against your estimated fees gives a clear picture if you are undercharging or coming in on budget. It also gives room to reflect on areas which may need more considered time. - Understand your client
One major downfall can be a lack of understanding, therefore it is vital to understand the dynamics of a company, inside and out. What do they do? Who are their target audience? Who are their clients? It’s always helpful to look at the whole picture, don’t get too focused on one task, having a wider knowledge base can often help your client’s end goal. - Be Collaborative
Establish yourself as a valuable partner to your clients. Rather than working alone, work with them to develop strategies for achieving their goals. Take a collaborative approach frequently discussing what specific actions you can take for them and carefully listening to their feedback and directions. - Ask for feedback
We will never improve, unless we reflect on our service. Are we doing a good job? Are there areas which need improvement? What are we doing well? Gaining a client’s experience can be so beneficial to yourself and your company. - Go that extra mile
Service the hell out of your clients! Always make sure energy is put into supporting your clients, from the start of the project through to the end…and beyond! It’s important to retain your clients and you only do this through providing outstanding service.