Field Notes Inside an Integrated Communications Agency

After a client meeting last week, our client contact pulled me aside, fixed me with a hard stare and said, "I just want to tell you one thing."

"Oh, boy," I thought.  "This might not be good."  

She said, "Your team is incredibly responsive. They are really on top of things. I just wanted you to know that whenever we've got to get something done, we think of you first."

The next day, I called our client. I wanted to know if there was anything else behind her comment. Nothing like trying to milk a compliment for everything it's worth.

She said, "I just notice that some clients seem to be pulling back on service. I was wondering if your agency's strategy in this downturn is to intensify service."

Actually, yes. We say that the best way to keep clients -- downturn, upturn or no-turn -- is to meet their needs and solve their problems with as little disruption to them as possible.

It was a good reminder.  Clients notice when you pay attention to them.  So pay attention!