» To help people understand, manage and exceed client expectations

This 2 day workshop is highly interactive involving a series of role play exercises that combine multiple scenarios and challenges in the course of a day and the life of a project. This workshop will have your clients thinking:

» My agency, my account managers are real heroes.

» They are truly my business partners in the real sense of the meaning.

» They not only do great work, they are great people to work with.

» They come to me with new ideas and business solutions that help me do my job better.

» They know how to build my business in ways that I would never have thought.

» They are a true asset to me and my company.

» I can't imagine what I would do without them.

» Define and gain agreement on the meaning of "Account Management"
› Understanding the POV from the agency
› Understanding the POV from the client
› Defining the overall meaning of "Account Management"

» What does Client expectations mean? What does "managing" client expectations mean? What does "exceeding" client expectations mean?
› Interpreting what the client needs and wants
› Understanding the discovery process for client expectations

» Identify and define the skills and traits needed for stellar ("A+") Account Management around client expectations
› Making strategic insights
› Being results driven
› Financial management strategy
› Handling project management, deadlines, etc.
› Asking & Listening (there are no stupid questions)
› Creating a partnership
› Anticipation

» Identify and define the processes and tools needed to exceed client expectations
› SOW
› Managing client dictates with the team
› Job briefing with teams (meeting management)
› Time documentation
› Accuracy, transparency and ongoing management of estimates & project costs
› Wrapping a job up…it's finished…now what?

» Identify the challenges and the problems that occur during the execution process
› Revision management & miscommunication from the client
› Handling agency mistakes

» What it takes to build a true relationship with your client, not just an "order taker"
› Building trust
› Being a leader
› Being their true partner
› Being proactive
› Understanding their business and the category
› Being a thought-leader
› Bringing solutions, not problems with no answers

» Managing different client personalities and client levels
› What are those personalities?
› Do you manage clients differently because of their title?

» The basics, the obvious, why they are critical…it does matter
› Communicating with meeting reports and e-mail
› Communicating on the phone & in conference calls
› Communication for meetings and presentations
› Utilizing professional manners/dress/behavior
› Being just "good, smart and a delight" to work with

» Download a detailed outline of Remaining the Incumbent Client Management Leadership Training in Adobe Acrobat format

Contact Louws about this workshop.

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