3 pillars of constructing a rock-solid consumer relationship


PR client relationships matter.

Sarah Riley is a vice chairman at Methodology Communications.

PR individuals are within the enterprise of creating, nurturing and sustaining relationships –however no relationship is extra necessary than these we have now with our shoppers. The advantages of stellar consumer relationships are twofold: seamless communication makes for higher outcomes, elevated effectivity and sincere conversations. Equally as necessary: it’s good to benefit from the folks that you simply work with every single day, and really feel that they’ve positioned their belief in you. 

Our business brings excessive highs, like celebratory cheers after a fantastic piece of protection hits, and low lows, like commiserating when an unique falls by way of. Each are bettered by a strong basis between company and consumer.

Right here’s the best way to get there. 



Set up real connections 

Establishing belief with a brand new consumer is desk stakes, however growing a working relationship that feels pure, constructive, and good is one thing else. It’s not simply small discuss throughout the first 5 minutes of a name. It’s sending sweets after they get promoted, commiserating a few delayed product launch and discovering methods to trauma bond by way of an all-day and all-consuming disaster. 

Once you’re fortunate, it’s additionally laughing over two, possibly three, glasses of wine after it’s throughout. The goal right here is to instill confidence that you simply’re united by the identical aim: serving to them and their firm achieve success. 

Study what a consumer needs, what a consumer wants

One other surefire method to set up an excellent working relationship? Make your shoppers’ life simpler. Our aim ought to be to present them one thing (analysis, month-to-month priorities, messaging – something!) that they’ll use, not one thing they should do one thing else with to be in a position to make use of. Take into consideration one thing as mundane as a advice you give in response to an inbound request from a reporter. You may say “This publication is respectable, it’s price doing in our ebook,” or you could possibly embrace the UVM, the final time your consumer related with that publication, a flag a few protection space they’ve been dipping into currently, and a drafted notice they’ll move alongside to execs that outlines the ROI for the chance. 

Ask your self: How can I make their day, week and life simpler? How can I make them look good to their boss? How can I encourage them in the direction of making one thing greater and higher than they imagined? Name it concierge service, white-glove service… simply search for methods to shock and delight. 

Uncover the best way to fail collectively, then develop from it

After I’m coaching interns new to PR, I inform them to at all times anticipate the sudden. We’ve all discovered over time that regardless of our strongest efforts and best-laid plans, disappointments are inevitable. We’ve been the bearer of dangerous information, however we don’t want to cover our disappointment with smoke and mirrors. We can inform our shoppers that we’re as upset as they’re that we didn’t land inclusion in an article we labored actually exhausting to get featured in. That we all know their exhausting work feels fruitless, and that we will do what’s potential to create one other alternative – even when we will’t at all times assure it.

A real associate shares in joint failures as a lot as successes, and the way we reply to these failures is equally necessary as how a lot effort we put into avoiding them. Once you’ve established a strong relationship with shoppers, this received’t come throughout as excuses or lip service as a result of it will likely be real. 

By doing all of those properly, you’ll not solely be an excellent company associate, however an asset to your shoppers as people for all times. The world of PR and advertising is more and more small and consistently transferring. A consumer at the moment could possibly be a colleague tomorrow, and even an advocate for you and your company after they transfer to a brand new firm that might be wonderful to work with. You by no means know the place individuals are going to finish up, so nurturing each relationship you may is in everybody’s finest curiosity. 



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