In our last blog post, we discussed two of the four key factors on how to deliver the White Glove Treatment. In today’s blog, we will review the last two, which are making sure that deliverables are on time and the agency-client relationship is being kept at the center of the project. Let’s dive in, shall we?
As you work on your projects and relationships, any progress on items you deliver should be communicated, as that is just as important as meeting deadlines. Keeping your clients in the know and giving them a level of service above and beyond what they expect is crucial.
While you are working to set up a project timeline, it is best to anticipate any opportunity that could present delays and to give yourself some padding on due dates. This way, anything that is held up will be covered by your padding. If there aren’t any delays and you deliver early, you make your team look even more like all-stars to the client (as we sing “All Star” to ourselves by Smashmouth… you’re welcome).
Setting up and delivering projects within your timeline is probably the biggest item to consider when working to build these relationships. Giving your client the White Glove Treatment is showing them they are important to you, their needs are important to you, and their project is just as much your “baby” as it is theirs. If you show clients over and over again that you are equally invested in their projects, they will see your dedication to their relationship.
Taking great strides to ensure that the above is handled with great care will help build the client relationship from a logistics standpoint. Determining the communication preference (what we discussed in our previous blog) helps make the relationship even stronger. When considering the items outlined above, you will also need to determine the client’s level of knowledge to the service in which you are providing. An example would be a client who is having a new website built. You would need to determine their level of knowledge of all things web and determine how you will communicate to them.
A client who is somewhat or highly proficient doesn’t need their communication “watered down” to understand what you are trying to convey and very well may take offense to you doing so. Another client who does need the more real world, easy-to-understand communication would be completely lost with a lot of the technical jargon that accompanies website development.
Ultimately, the goal is to create a relationship that keeps your client coming back to you for all of their wants and needs. If your communication is clear, expectations are agreed upon, deliverables and timelines are set properly and the relationship is kept as a top priority, you will successfully deliver the White Glove Treatment and will be their “go-to” for anything and everything. When it comes to the items you cannot help them with, continue the relationship by guiding them to someone or a service that can. They will remember that in the long-run.