Steven Soares

Client management in its fundamental nature is an art and science, as the approach for managing a client should be proactive as well as structured. For clients to be serviced with the utmost attention, a sales service person needs to be able to apply a structured service model designed specifically to their client’s needs. This model could include monthly meetings, weekly reviews with metrics, or semi-monthly check in calls. The purpose of having structure in serving clients is having the proactive ability of eliminating any confusion of the service being provided as well as any related issues. It ensures you are all on the same page.

I wrote a piece on “creating core principles” which details values that include ownership and being proactive in your day to day activities. In client management, you need to own the service delivery cycle from end to end from an oversight perspective to ensure success. I am not saying that you have to micromanage the process; rather you need to take full ownership of the service that you are providing to your clients.  By designing your service model to your clients, you are also providing the ability to measure your performance against your client’s approval of service. If your clients are please with your service, than that gives you the leverage you need to be successful in taking on more responsibilities, more business, or provide more valued added services to your existing client base. In the end, designing and establishing a model for serving clients is essential for a successful client relationship.