Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Inbound to #32 | The Essentials of Client Communication


Published on

This deck focuses on tips, tricks, and best practices to help you build better relationships with your clients. It will go over the tools we use to facilitate client communication on a daily basis, as well as a dive into the power of influence.

Published in: Marketing
  • Login to see the comments

  • Be the first to like this

Inbound to #32 | The Essentials of Client Communication

  1. 1. Client Communication January 21, 2016
  2. 2. Let’s get some information from you! ● Who is in the role as ‘the client’? ● Who here works or answers to a client? ● Have you ever had a client communication go badly?
  3. 3. Let’s face it, we all experience good and bad communication whether as or with a client. ➢ By prepping yourself with tools for success, you can become a more effective communicator.
  4. 4. The goal for today’s talk is to highlight some of the main areas of importance for communication: 1) Preferred Tools 2) The Balancing Act 3) Workshop / Story Sharing
  5. 5. TOOLS 5
  6. 6. Top tool recommendations from the PBS team Teamwork Slack Trello Google Alerts HubSpot
  7. 7. TOOL #1: Teamwork ➢ A project management tool that allows for collaboration and transparency within teams and clients.
  8. 8. TOOL #2: Slack ➢ A multi-platform messaging app that integrates connection, collaboration, and file sharing. ➢ It helps to reduce email noise during your work day.
  9. 9. TOOL #3: Trello ➢ A free, flexible, organizational tool that lets you keep everything in one location. ➢ To do, email threads, notes, and more.
  10. 10. TOOL #4: Google Alerts ➢ Google alerts allow you track news updates and stories for you clients, their competitors, their industry, or anything else that you want to stay up to date on.
  11. 11. TOOL #5: HubSpot ➢ An inbound marketing and sales platform that helps companies attract visitors, convert leads, and close customers.
  12. 12. The Power of Influence
  13. 13. How to successfully navigate getting things done while you are in-the-middle ● Balance between client and internal team ● Feel empowered to make requests ● Reading between the lines ● Maintaining positivity
  14. 14. Balance between client and internal team ➢ Knowing when to advocate for each side ➢ Always avoid over-promising ➢ When to stand your ground ➢ If everything is urgent, nothing really is
  15. 15. Feel empowered to make requests ➢ You’re only as good as your word ➢ Setting clear objectives and expectations ➢ The “follow-up” ➢ You are the internal client representative
  16. 16. Reading between the lines ➢ The power in the unsaid ➢ Finding meaning in non- verbal cues ➢ Uncovering non-verbal cues when not face to face ➢ Connecting the dots...the “follow-up” ➢ Don’t be afraid to ask
  17. 17. Maintaining positivity ➢ Authority vs. Positivity ➢ Focusing on the solution not the problem ➢ Yes, you said something but I didn’t hear you ➢ A little positivity goes a LONG way
  18. 18. WORKSHOP Breakdowns in Communication 18
  19. 19. We all have had an experience of bad client communication or an epic save, whether as a client or with one...
  20. 20. Example #1: ➢ A client had a bad experience at a restaurant ➢ They take to Facebook to complain. ➢ The owner responds to them and insults them ➢ An ongoing battle ensues...
  21. 21. Example #2: ➢ A business dinner with a client. The account manager, coughs while drinking tea and sprays tea on the client ➢ Brainstorming session with friends on how to recover ➢ The account manager delivers a scuba mask and snorkel to the client joking it’s for their next meeting
  22. 22. Share your client ‘horror’ or ‘magical save’ stories in teams ● Discuss your experience as a client or with a client, but keep it anonymous ● Choose the ‘winner’ of the group ● Share your story & outcome ● Would anyone have dealt with this differently?
  23. 23. So what were some of the common themes? ● Miscommunication/Misunderstanding ● Assume (= “Ass” of “u” & “me”) ● Humour ● Timing ● ‘Trust your gut’
  24. 24. Q&A 25
  25. 25. Estimating time/risks on projects. (Dan - BRPS spreadsheet) Measure the intangibles! (High, Medium, Low) ➢ Confidence Level ○ Scope ○ Solution ➢ Risk Level ○ New Tech ○ Outsourced ○ Executive Support ○ Complexity
  26. 26. Any questions for the team?
  27. 27. Thank You! Any questions?
  28. 28. Appendix
  29. 29. Tools ● Trello ○ Todoist ● Google Alerts ○ Talkwalker ● HubSpot ○ Marketo ● Teamwork ○ Basecamp ○ Wrike ● Slack ○ Hipchat Here are a list of the tools we’ve discussed and their largest competitors. Please click the links below to learn more about each of them and how they may be able to help either yourself or you