July 20, 2018

Client Relationships, Setting Expectations & More

Strengthening client relationships through mindfulness, mastering the principles of client services, and understanding client-service essentials are just a few of the topics touched on in this week’s Top 5 Fridays. Needless to say, our Client Services duo had a lot of client-related topics on their minds this week, which is (obviously) the way it should be!

Kirsten, one of Blackstone's client relationships experts, writes down notes into her notebook during a meeting.

So, sit back, relax, and take a quick look at some of the articles that we selected for Travis and Kisten’s most recent turn at the Top 5. If you haven’t noticed yet, there’s always something new to learn from these two!

1. Mindfulness helps Headspring foster an effective client services team
“I firmly believe that effective client management is based on mindfulness, so right there’s a good setup for why I found this article intriguing. While I’m not familiar with Headspring as a company (or at least I wasn’t), it’s interesting to see how the importance of mindfulness is so thoroughly ingrained into their various training programs and initiatives. I like that.”
-Travis Triplett, Director of Accounts

2. 16 Customer Service Skills that Every Employee Needs
“Whether you call them clients or customers the point here is still true: there are always essential skills that everyone has to have if you want to keep moving forward. From attentiveness to time management, I feel like I’ve learned how to hone and apply each of these skills in my time here at Blackstone. Of course it’s a constant learning process, and it’s also a constant challenge, but that means you’re constantly pushing yourself to do better every single day.”
-Kirsten Weinsheimer, Client Coordinator

3. 5 Tips To Strengthen Client Relationships
“Not surprisingly, it’s all-too-common for agencies to prioritize gaining new business, obtaining new sales, and allocating new sources of income…but that’s a big mistake when you neglect your existing relationships to do so. I’ve said it roughly a thousand times before, but nurturing the relationships you already have is absolutely critical if you want to ensure your organization’s success. With that said, here’s another article to back me up on that point.”
-Travis Triplett, Director of Accounts

4. 8 Tips To Set The Right Expectations With A New Client
“Every client is different, and with all those differences come all sorts of unique challenges. There’s no one sureway to address them all, but setting up clear expectations at the start of any engagement is a great way to manage expectations and keep everyone satisfied. After all, at the end of the day your end goal is the client’s satisfaction!”
-Kirsten Weinsheimer, Client Coordinator

5. The 5 Key Principles of Client Service with Robert Solomon
“Great insights from the even greater Robert Solomon, a truly provocative thinker who also authored The Art of Client Service—essential reading material for anyone working in the client services industry.”
-Travis Triplett, Director of Accounts