6.5 GENERIC CLIENT INTERFACE
Engagement
Opportunities & Threats
Communication
Difficulties
Essential Module Cross Reference
TOTAL CHECKS & TIPS: 59
REVEALED HERE: 8
Because some modules are closely linked to very similar aspects of the 'Client interface', and inevitably overlap, various suggested protocols have been brought together in this module to avoid unnecessary duplication. This particularly applies to Client Contact Management (6.1), Relationship Management (6.2), Personal Appearance & Manner (6.3) and Personal Conduct & Practice (6.4).
Although the Generic Client Interface is primarily a fundamental process for all Account Managers and senior colleagues, anyone representing the Supplier who has direct contact with the Client (at any level) must be aware of the content to ensure continuity.
Many of the points in this module can also be applied to colleagues representing your own Company as and when appropriate.
A sample of checks and tips is given below and a further 51 are provided when the module is purchased.
Essential cross references to other key-related modules are also given to ensure watertight coverage of the Client.
Engagement
All levels of the Client organisation, including senior managers & Board members, need to be engaged but only by people adequately qualified to do so. Try to do this informally. Have prepared questions about how long they've been in their Company/job/etc, what changes they've seen, how the market has developed, how things will be affected by a change in Government, new legislation, etc. Make reference to any new Client products, PR/marketing news, their Competition, recent press releases & sales orders, latest financial results, etc.
Always be very careful what you say about the Competition, past & present Clients and past & present Employers. Never knock or criticise. Whatever you do say must be accurate and factually correct, not opinionated or subjective. Your Client's son, daughter or wife may be working there, or your Client has just signed a new contract with them or you'll have to work together. How would that make you look and feel?! You might say 'I've heard this or that' but never say it as having first hand experience yourself.
25 more available
Opportunities & Threats
Never do anything that may risk damaging your reputation. Conversely, look for opportunities to improve your own reputation and/or your Company's standing (at any level) or extend your Client knowledge by attending presentations, briefings, meetings, social events, etc. Always be on the look out for where you can score points for your Company. Whenever an issue or tricky situation crops up, ask yourself if there's an opportunity there.
Are there any threats to you, your colleagues or your Company - from anywhere? Some will be obvious like the Competition or a new face (who could be an external consultant or someone from Client head office if you’re not already working there). Threats may also come from the Client at any level (they may be dissatisfied with your work or attitude, or just not like you or are generally 'anti-Supplier').
8 more available
Communication
If you can't get hold of a glossary of the Client's business terms, abbreviations, acronyms, jargon, buzzwords, etc. (which may be provided as part of induction), develop your own glossary over time, copy all colleagues and ensure everyone uses them in the same way as the Client does.
Although Supplier Newsletters are a good way of communicating with Clients on various subjects such as new areas of work & supply, successes & progress, people profiles and social events, be careful that it does not have a set frequency. That monthly bulletin can become a pain when it seems to come around again so quickly and you're scratching around for material which can then adversely affect the quality/value of content and then damage your Company’s image.
10 more available
Difficulties
Difficult Client people need to be highlighted on organisation charts and action plans put in place focussed on winning them round. This can take a very long time and may never be achieved - however, you must try regardless of how difficult it may be or how uncomfortable you may feel. You'll need to adapt accordingly when engaging with these people (and you'll sometimes have to adapt again very quickly when there are different ‘types’ present at the same meeting).
Give bad news as early as possible having first thought through all the implications, consequences and options for the best way forward after considering the different reactions you may get; never forgetting to apologise, empathise, etc.
8 more available
Essential Module Cross Reference - Inputs
Essential Module Cross Reference - Actions
“BE PREPARED FOR OPPORTUNITIES & THREATS ANYTIME, ANYWHERE - THINK LATERALLY, creatively & ‘OUTSIDE THE BOX’ WHENEVER SEEKING SOLUTIONS”
ANOTHER 51 CHECKS & TIPS AVAILABLE
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‘ASPIRE’ (How To Manage Any Client) ™
Account Management & Development
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