In a crowded meeting place I recently overheard a very awkward conversation between a PR company and their client. The conversation went something like this:
PR company: We called this meeting as we are concerned that you haven’t paid your invoices for a few months
Client: that’s because for around six months we have not been happy. We haven’t seen any deliverables for that time. This is the first time we have had a meeting with you in that time.
Obviously this highlights a number of issues it illustrates that in a client/agency relationship it is extremely easy to fall into the trap of assuming:
1. What your clients want
2. How solid the relationship is
Reporting is important – but good communication is so much more than that. Someone in the senior team should always be accessible to a client, and the relationship should get as much attention at all points across time, not just at the beginning. Such as constantly suggesting ideas, having regular face to face planning sessions and being proactive. Sounds easy – but the above shows just how easy it is for things to get out of kilter…
Food for thought!