How to Build and Manage Strong Client Relationships - The Muse

How to Build and Manage Strong Client Relationships - The MuseHow to Build and Manage Strong Client RelationshipsIf youve ever been in a client-facing position- and I bet if youre reading this you have- its pretty easy to differentiate between a good client relationship and a not-so-good one. Good client relationships make you feel like a true partner to your client. They trust and listen to you, and you feel good about the work you do for them. As a result, your relationship builds and expands into bigger and better things, either through longevity, additional projects or business, or the biggest compliment- referrals to other clients.But building a strong relationship goes beyond delivering on what your contract says, although thats of course crucial. Here are some tips to help you wow your clients every day and further boost your reputation as a strong partner. 1. Really Get to Know How They WorkIn sports, theres a term for this KYP, meaning know your partnel. Coaches spend hours dissecting their upcoming opponents plays, patterns, strengths, and weaknesses to design an effective game plan. The same goes for client relationships Know what youre walking into so you can present yourself and your work effectively. When you first make contact with a client, do your research on the company, team, past projects (if applicable), and the individual client contacts. This way, you go into your initial conversations with confidence, enthusiasm, and easy material to use to create a great first impression. For example, it never hurts to reference coverage of their new product in The Wall Street Journal, mention how fun their latest company retreat looked on Instagram, or discuss your mutual LinkedIn connections.Part of getting to know your client is also about learning to speak their language. That may mean picking up industry-specific jargon if necessary, or reading the room to understand the appropriate tone and level of professionalism. It also means feeling out (or j ust straight up asking) what the best form of communication is. Do they prefer chatting by email, by phone, or in person? Do they tend to write longer messages or keep things short and sweet?A great way to get to know your client from the start is to have a kick-off meeting in person. Going on-site gives you the opportunity to get a feel for the amtsstube culture and how their team communicates. If you cant go in person, suggest holding a video conference to get face time. Because while you can do all the research possible on someone, getting to know them organically is how youll truly learn to work with them effectively- and avoid giving off stalker-like vibes.2. Check in FrequentlySet regular check-ins (maybe every few days, once a week, or once every couple weeks) with your client during a project, and stay organized and respect one anothers time by creating agendas. Check-in meetings should include project updates (even if the update is business as usual), and also time to walk through any pain points or questions that need to be addressed.When youre in the neighborhood, it also never hurts to ask to stop by for a quick hello, a tour of the office, or a chance grab lunch (taking into consideration their busy schedule). Particularly if you work with clients in different states or parts of the country and youre traveling for business, make the time to see as many clients in the area as possible. This can be especially helpful after finishing a project as a way to acknowledge and even celebrate work well done, and can create a more casual space to ask for and engage in feedback (more on that below). 3. Ask for FeedbackGetting feedback isnt just for wrapping up finished projects. You should always be consistently and deliberately asking your client how you can improve the way you work together. When you finish onboarding them, for example, give them a quick call to ask for feedback on how it went, what they liked about the process, and if there was anything th at was challenging or could have been done differently. Not only do you show interest in their opinion and happiness, but you also learn valuable information for future clients you may onboard.Its also important to state the obvious- tell your client upfront you are open to, and encourage, any and all feedback they have. Creating an open relationship where feedback is respected and shared freely sets a foundation for successful long-term partnerships.Dont be afraid to ask for feedback from people outside your direct contacts either by asking questions like, How did the rest of the team react to X? or What was the general consensus in your department about Y?And its never too late to follow up- in fact, in some cases you may want to check in a while after the fact to see how the results panned out. For example, after youve finished a print job, check in a month later to see how the distribution went and how the materials were received, and if they noticed anything that they hadnt tho ught of at the time of completion.The most important part? Make sure to actually take their feedback seriously and implement any changes that need to be made. If you cant necessarily fix or alter something, be honest and upfront about your limitations and offer instead to pass it along to other people who may be able to help.4. Set Expectations and DeliverIt probably doesnt need to be said, but Im going to anyway Do what you say youre going to do, and deliver on what you promise a client. And dont just meet expectations- exceed them with incredible communication, energy, and results. Simple as that. You can follow through by setting realistic expectations with your client from the start, from what youre going to actually deliver to how youre going to deliver it to how youre going to keep in contact throughout the relationship. This means understanding your own capabilities and timelines, and being honest with yourself if you have any limitations. Then, be explicit with your client a bout what that all looks like from the start- both in person or on the phone as well as in writing via email or a formal document. Lets also not forget a key ingredient to delivering and exceeding expectations- your attitude Never underestimate the power of a calm, cool, collected, and positive attitude to instill confidence in your client. And a quick tip I carry with me from a summer job working at a luxury hotel You can hear a smile over the phone.5. Create AccountabilityGreat, were all on the same page about delivering. But what about your client? What are they responsible for? Partnership is a two-way street, and the best partners hold each other accountable. So its perfectly acceptable (and frankly crucial) to set clear expectations for your client. What deadlines do they need to meet? How should they communicate with you, and when are they allowed to contact you- are non-working hours off-limits? What specific tasks do they own in each process?behauptung should be set (and pu t into writing) from the very beginning of your relationship, and reaffirmed in each new stage you enter together.An easy way to do this is to set timelines and strategies you both agree feel manageable and realistic for your respective workloads. Just as you need to be held accountable, when your client doesnt hold up their end of the bargain, dont be afraid to advocate for yourself, your team, and your work. This of course can be done in a constructive and respectful way. For example, if your client isnt getting back to you with necessary feedback on a project, you can send the following emailHi Name,Im following up on the feedback were waiting for to move forward to phase two of the design project.When we belastung spoke, we agreed you would provide feedback within a week of receiving design drafts. Does this timeline still work for you? If we need to adjust or extend the deadline let me know since well also need to readjust our overall project timeline, as were not comfortable m oving forward until we get the okay from you. Let me know if you would like to jump on a call and we can strategize any changes we need to make.Thanks,Your NameConfronting a client to hold them accountable can be incredibly intimidating. But doing so actually makes them respect you more. When you take control of the relationship, you show organization, initiative, and confidence- all qualities of a great tafelgeschirr specialist. And it leaves little room for mistakes, unexpected emotions, or the blame game should something fall through the cracks.6. Embrace Your Role as the ExpertTrust is another key ingredient to a strong client relationship- and its easily earned when you show yourself to be exceptionally qualified and self-assured in your craft. Becoming the expert in the eyes of your client is really about more than just delivering on what you promised. Its done through showing you have broad industry knowledge that informs how you do your work. For example, if youre a recruite r facilitating the hiring of an executive assistant for a startup, you might inform the client of the recruiting landscape and industry standards for compensation so they can create a competitive package for candidates.Another great way to show youre an expert is to be an ongoing, reliable resource for them to ask questions and learn from you. This can be as simple as sending over an article you thought they might find interesting, or recommending an event they might like to attend, or connecting them with another expert in the space.And sometimes being an expert means saying no- for example, when you cant deliver what they need or you need to push back when their expectations arent aligned or are unrealistic. Lets continue with the recruiting example. Maybe your clients expectations of experience and skill set of a candidate are not aligned with the compensation theyre willing to offer. Its then your role to push back and educate them on what type of candidate they can expect for t heir price point. Even if it feels uncomfortable to do, itll be much worse to let them continue on and ultimately fail in hiring someone.7. Be a Stellar CommunicatorCommunication plays a pivotal role in building strong relationships with anyone, but especially with clients. And while we encourage leaning on the personal touch that face-to-face or phone conversations can provide, most of your communication will probably be done via email. So its important to know how to effectively interact online.Always write emails that are clear and concise. This means not rambling or providing information thats irrelevant, and keeping things short and to the point with a clear purpose or call to action. Also make sure the important stuff is close to the top (if not highlighted) so it cant be missed. And this may be another it goes without saying moment, but dont forget to edit your emails for spelling and grammar- simple mistakes can have your client questioning your attention to detail or level of professionalism. One last note about email communication Its always best practice after any conversation with your client to recap what you understand the takeaways to be in an email. It ensures you know what needs to be done, leaves no room for confusion or surprises, and holds you both accountable. 8. Own Your Mistakes (and Be Solutions-Oriented)Mistakes and mishaps are bound to happen- the key is how you bounce back from them.That means addressing the issues right away (and apologizing if youre at fault), communicating clearly whats going on, coming up with real, thoughtful solutions to what went wrong, and following through on those solutions.For example, lets say youre a publicist, and somehow your team misses the early-bird registration deadline to confirm a booth at the biggest tradeshow of the year for your client. As soon as you realize the mistake, regroup with your team, strategize a solution, and tell the client. It might sound something like this I wanted to update y ou on our progress. We had an internal miscommunication and missed the booth registration deadline to lock in the cost we originally discussed, and now the cost is X. We know this is unacceptable, and sincerely apologize. We want you to know weve made some changes internally so this wont happen again, and we will incur the cost difference to register for a booth so you wont see any changes to the budget.(If youre looking for more advice, check out this article on apologizing to a client and this one on backtracking on a promise you made.)9. Be YourselfRemember You were hired because your boss, company, and client believed you were the right person for the job. So embrace that. Plus, people tend to catch on when you arent being yourself. When you operate with authenticity, people know what to expect from you in terms of communication and the type of support you can provide, and it allows you to create actual connections that last in the long term. 10. Dont Just Be All BusinessYes, yo u were hired to complete work of some sort, and a huge part of a successful client relationship is about getting that work done- and well. But strong client relationships that grow and withstand setbacks are built on genuine connection, not just transactions. Its all in the small details- like offering recommendations on places to visit for an upcoming vacation and then remembering to check in to see how that trip went. Or acknowledging accomplishments that have nothing to do with your work together, like their recent versetzung or a speaking engagement they participated in. Or sending them a card over the holidays or when they have a baby. Clients are people first and foremost. When you treat them as such- and not just as vehicles to hit your goals or make money- you instantly make yourself stand out from the pack.I cant tell you that following these tips to a T will guarantee that all your clients stick around for the long haul. Even the best client managers lose out on key relati onships for reasons outside of their control- like budgeting issues or priority shifts. But good client managers also recognize that delivering is about more than just hanging on to a client- its about maintaining a positive reputation that encourages people to maybe return one day or spread the word to others. Thats what makes these actions worthwhile.

6 Tips for Working Wwith Coworkers You Dont Like

6 Tips for Working Wwith Coworkers You Dont Like6 Tips for Working Wwith Coworkers You Dont LikeWork would be totally awesome if you could always work with people that you like. These are the people who you not only respect in the workplace but are happy to socialize with outside of work, too. Wouldnt that be a dream come true? Well, maybe, and maybe not. Some people like to keep a complete separation between their work and their social life, otherbeis are comfortable inviting their coworkers to share their social time. But everyone wants to have a nice place to go to work. A nice place to work is defined by the people working there and the workplace practices and environment. Unfortunately, you cant always zupflmmel the people with whom you work. So sometimes you get stuck working with a coworker you not only dont click with but who is a person whom you actively dislike, or even think you hate. How do you survive this situation? (Sure, you can always get a new job and quit, but its silly to give up a job that you like in an organization that is otherwise good because of one colleague you dislike or are learning to hate.)So, what can you do instead of quitting? Here are six tips for getting along with even the most annoying people you dislike. Document the Disliked Coworkers Bad Behavior Mia used to work with a woman that she couldnt stand. At first, she thought it welches just her own pettiness. She was pretty and smart and rapidly climbing the company ladder. Was she just jealous? Mia convinced herself that that was the case- she didnt like her because she was just petty and jealous. Now, that is a reason to cause you to dislike a coworker, but in this case, it turns out that wasnt the real reason. When she lied to asenior person in another department about workMia had done, she realized that her coworker was simply a horrible person. At that point, she was able to see that she wasnt the only person the coworker had happily sacrificed to make herself look better. Once Mia learned this about her, she understood that her unconscious mind had picked up on the coworkers sleazy character before she could see it clearly in action. But, Mia still had to work with her. They were peers, so she had no hire/fire power over the coworker. Mia otherwise loved her job and wanted to stay in it. So, she actively changed her interactions with the coworker. Knowing that she had no trouble lying about any conversations, Mia stopped speaking to her face to face and communicated via email so that every interaction was documented. While the supposed colleague remained a rotten person, she never did anything overtly to hinder Mias career again. She knew she wasnt going to get away with that behavior again. Identify Whether Youre Actually the Problem Sometimes the reason you dont like a coworker is that the person has the same bad habits that you do. When they reflect back at you, you dont like it. Sometimes, you dislike a coworker because that person i s always criticizing you or telling you what to do. Ask yourself if her complaints are valid. For example, when your schreibstube enemy says, Are you going to get that report done on time? is she picky and naggy or have you finished the report late for the past three months? If its the latter, you can fix your relationship by fixing your own behavior. Since the only behavior you have any control over is your own, this is good to know. Try to Learn About the Coworker You Dont Like You give people you know and like the benefit of the doubt far more often than you give it to strangers. When you learn what causes your coworker to tick, you might like her better. For instance, your coworker who is crabby all of the time might just have gone through a terrible divorce where she lost custody of her children. Understandably, shes not happy at the moment. Maybe management passed her over for promotions three times in a row. Maybe she has a deep and abiding love for cats and just wants to talk about them. Anything is possible and it doesnt make the person even nicer, but it makes you see where shes coming from. And that can help you learn to like the coworker you think you dont like. Be the Adult in the Room When you were in elementary school, teachers expected you to get along with everyone, no matter what. If you could do that when you were seven, why cant you do it at 37? The answer is that you can. You dont have to become best friends- you do need to be polite. You need to do your job. Help other people. Dont respond to pettiness and bad behavior. Just act nicely and professionally all of the time. Professionalism can be contagious. Never, Ever Gossip About the Coworker You Dislike When you have a coworker you dislike, the temptation to talk about her with the coworkers you do like is sometimes overwhelming. Its fun to sit at work and talk about horrible Helga and the way she chews her food or uses Comic Sans in her emails. Ask yourself, what good will t his do? Will it help your relationship with Helga? No. Will it make you a stronger candidate for promotion? No. Will it make your department more productive? Of course not. Dont gossip. Dont complain. Just be nice. Treat the coworker you dont like with professionalism and respect. Seek Help With the Disliked Coworker If your coworker causes actual problems with your work, talk to your manager. Ask your HR manager for tips about how to get along with your coworker. They really are there to help and many times, its possible for a manager to rearrange assignments so that you dont have to constantly interact with a coworker you dont like. This is a last-ditch resort, but it can work. All and all, remember that work is work and not loving every aspect of your job doesnt mean its a bad job or that your coworkers are bad people. It means that your life is pretty darn normal. - - - - - - - - - - - - Suzanne Lucas is a freelance journalist specializing in Human Resources. Suzannes work has been featured on notes publications including Forbes, CBS, Business Insider and Yahoo.

The 12 Days of Job Hunting

The 12 Days of Job HuntingThe 12 Days of Job HuntingThe 12 Days of Job HuntingIncrease your chances of landing your dream job in just 12 days with these daily job-search tips.Tis the season for career reflection. Are you happy in your current job or is it time to consider your next move?Change makes most people uncomfortable, but the 21st-century job market isnt built on the same stability enjoyed by our grandparents. While re-entering the job market may feel more intimidating than staring down the Grinch, try some of these tips designed to fill your career stocking with interview requests instead of coal.On the 1st day of job hunting, my career coach said to meUpdate your resume with your most current details. Tailor the content of your resume to jobs youre seeking and eliminate irrelevant information. Theres no need to include references or a line that says References available upon request. When youre called for that interview, take a copy, or two, of your resume along with you.Ti p Always have a resume ready to send, even if youre elend currently seeking a new job. Keep it updated just in case a dream-job opportunity finds its way into your email or a conversation with a friend.Bonus Tip Keep your references list updated with names and contact information and remember to ask kompetenz references for permission to use them as references.On the 2nd day of job hunting, my career coach said to meBe prepared Create a designated email to use specifically for your job search. Update your voicemail message to include your name, so that hiring managers and HR personnel know theyve contacted the correct person.Tip Create a professional email address using your name is always good. Keep the crazydanceremail.com address for personal use.On the 3rd day of job hunting, my career coach said to meThe big job sites such asMonster are good resources to use but dont neglect smaller, niche sites that more closely match your industry or skill set. Look for job boards specific to your industry or even geographic location.Tip You can tailor job searches to include daily or weekly digests that send a compilation of job openings via email, which cuts down on broader searching. Now there are apps and websites that specialize in sending job announcements.On the 4th day of job hunting, my career coach said to meCheck out companies for whom youd like to work and make a list. Visit their employment pages weekly or every two weeks to look for new job postings.Tip If you can connect with individuals within the organization and cultivate a relationship, they may provide an inside track to alert you to upcoming job openings and vouch for you to hiring managers, when the time comes to choose interviewees from all the resumes.On the 5th day of job hunting, my career coach said to meNetwork, network, network Reach out to people in your field, former coworkers, friends, family, and acquaintances, when youre looking for a new job. You never know who might provide a good tip or suggestion, know of an opening, or offer to give your resume to someone in their company and vouch for you as a potential job candidate.Leverage social media to network in other creative ways Utilize Facebook and Twitter to broaden your job search resources. You can also monitor hashtags such as TweetMyJobs to discover new opportunities shared by employers and recruiters. To learn more, check out this list of must-follow hashtags for job seekers.Tip Clean up your Facebook profile, since more and more employers look at potential employees pages to learn more about their candidates. Dont include anything you wouldnt want your grandmother to seeOn the 6th day of job hunting, my career coach said to meOver 90% of recruiters use LinkedIn as a primary search tool, so if you dont have an account, make one Spend some time on the site to familiarize yourself with everything it offers, and take advantage of the free services. Reach out and connect with others in your field, join a few organizations that may post articles relevant to your career path, and dont neglect to visit the job boards Click on the following link for more information on setting up your LinkedIn profile.Tip Treat your LinkedIn profile as a living, breathing entitt and update it frequently. Its not meant to be a static work of art. Get something published? Announce it on your profile Guest speaker for a group? Announce itOn the 7th day of job hunting, my career coach said to meDont neglect the cover letter, which provides the sneak preview of coming attractions. Start with a template that includes the basics, but then customize it for each lage. Show what you can do for the company by incorporating words and phrases from the job description. Showcase your strengths in areas of paramount importance to the role. Include a few key achievements from your resume. Above all, make yourself irresistible.Tip Personalize the letter and salutation whenever possible. Look online for a contacts name, and if that proves fruitless, call the companys HR and ask for the name of whoevers in charge of hiring.Bonus Tip Focus on quality, not quantity. If youre sending out 50 job applications a week but getting no results, refocus on finding and applying for jobs that more closely match your experiences and background. Youll save yourself a lot of frustration.On the 8th day of job hunting, my career coach said to meCreate a blog. If youre seeking jobs that require excellent communication skills and top-notch expertise in a particular industry and you have those in spades blog about it Include the link on your resume, and direct hiring managers to that site when you meet.Tip Research other blogs about similar topics and then seek a different angle to provide an innovative way that shares your expertise. Make a list of topics you think are important but no ones mentioned and write about themOn the 9th day of job hunting, my career coach said to meLearn how to talk about yourself. Prepare a n elevator pitch in which you can clearly and concisely communicate your skills. Talk about how these skills relate to the industries and roles that interest you.Tip You never know when you might have an opportunity to pitch yourself in line at the grocery store, while waiting for your kids to finish a dance lesson, or while chatting with a friend-of-a-friend at a party. Dont be afraid to advocate for yourself whenever and wherever an opportunity arises.On the 10th day of job hunting, my career coach said to meCreate a contact database and update it regularly. Include employers youve contacted, the date you sent your resume and cover letter, whether you made contact with a person (and the persons name), people you talked to, and notes about the contacts. Update this list regularly.Tip Carry a notebook (or use your smartphone) to jot down any opportunities you hear about or impressions you dont want to forget right after youve left an interview.On the 11th day of job hunting, my c areer coach said to meCongratulations You got the interview. Research the company so that you have a good idea about what it does and how it works and how you can contribute to its success. Dont, however, come across as an obsessed fan. Its also a good idea to stay current on issues and developments in your industry by reading trade journals, professional publications, company websites, etc., which will help you to talk knowledgeably at an interview about whats happening in your field.Tip Create a list of questions to ask the interviewer that show your interest in the company. Dont include questions about salary but do ask questions about the companys short-term goals for the position, i.e., what do you see this position achieving in a month? Six months? A year?On the 12th day of job hunting, my career coach said to meWrite and send thank-you notes within a day after your interview. Address the interviewer directly, and reiterate if you think youre a good fit for the position th e key skills and talents you can bring that you know make you a perfect match.Tip You can use a thank-you template to start, but make sure to personalize each note so that theyre original to the position(s) for which you interviewed.