We’ve had another great week at The Creative Company! We landed several new clients this Summer which is always good. Revenues are up year over year and the team at Creative Company is strong and growing.
Landing a new account is always filled with a rush of adrenaline but when knowledge is thin, disappointments can run deep. When everything is new, nothing has been tried and true. It needs to be tested.
This is why we have the wedding night manual. The wedding night manual is a reminder to all of us about how to make sure that every new client becomes a long term client. Although we’re joking around a little with the catchy phrase, it really is that important to us to get it right.
The Wedding Night Manual
1) Put the right people on the team.
2) Create clear assignments.
3) Commit to your own personal role in the client’s success.
4) Create clear agreements with the client. Always put every conversation in writing as well.
5) Present all new ideas IN PERSON – not via email.
6) Make sure we have “flight insurance” – should anyone on the client’s team leave – make sure you know more than one person on the client side. Connect with them on Linked In.
7) Set realistic client expectations and timelines.
8) Don’t allow yourself or anyone here to fall into the ASAP mode. Instead, lets do the ASAR role – AS SOON AS REALISTIC.
9) Meet with the client face to face regularly. Schedule it now.
10) Start with baby steps – accomplish them – then move on to something bigger. Progress is VERY MOTIVATING for both sides. Show progress.
11) Aggressively probe for red flags and immediately act on them. Periodically, ask the client if they are satisfied with the work and if they have any questions about procedures, charges, or programs.
12) LISTEN to what isn’t being said too.
13) Deliver more than expected as often as you can.
14) Allow no surprises – communicate well.
If you can think of any others we should add to the list, by all means, share it here!