We all know the easiest way to keep a client happy is to give them what they ask for, even if it’s not in scope. The goal here is to keep everyone happy and meet deliverables. The knock-on effect is that the resource plan then needs to be re-evaluated and re-negotiated. Growth is the biggest culprit that impacts the scope of work and can sneak up on you. Scope can derail our best efforts if not managed properly. In my experience, this is usually due to a capacity issue (no rocket science there), but if you delve a bit deeper, you will also find the problem actually starts with the scope of work. One thing that will certainly ruin a good relationship is poor, late or underdelivery. get to know your client/account director/team leader’s B side and use it to make them your friend. Nothing breaks the ice like a mutual interest – we all (well, many of us) have families and relationships, we ride bikes, we drink wine, we work out (well some of you), we paint, we collect stuff. Be genuine about this it will go a long way towards building a relationship and a bond that you can use to level the playing field and connect. So, get to know your key players and their interests. We all have lives outside our day jobs and no matter how passionate we are about our careers, we all strive for balance. People bond with people they can count on and trust, and this builds solid relationships. It topples the levels of trust and the ability to deliver. Having to be a nag bag is no fun for anyone and can put a strain on both parties. So here are my two cents’ worth… People like people who get things doneĪnd this is multi-directional, from both the client and agency perspective.
I’m by no means an expert but believe me when I say that working across multiple African markets and cultures, I do my fair share of relationship building. These relationships are no different to any other relationship I have ever been in they thrive on good old TLC, packed with loads of support and trust. Excellent leadership demands excellent communication skills, particularly when it comes to building the client and stakeholder relationships that are vital to business success.
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