What do you do if your high-profile client is difficult to communicate with?

La comunicación con nuestros clientes no se puede dejar al azar. Desde el principio debemos tener objetivos claros de comunicación y definir el proceso de la misma con ellos. En la reunión inicial suelo llegar con una propuesta de trabajo en cuanto tiene que ver con retroalimentación, aprobaciones y otros, y definimos de acuerdo a su tiempo y necesidades el proceso. Dejarlo por escrito en un correo electrónico es importante.

Without the client's input, even the crème de la crème in PR can't make magic happen. Dive deep into your client's world. Get the lowdown on their business and objectives to whip up a PR strategy that hits the mark. It's all about walking the client through the process right from the get-go. Next, it all depends on the client's communication style. Some will want to be involved in every step, while for others, seeing just the overall macro picture will suffice. I would say that, in general, the onboarding process takes at least a month or two before the agency can show the first results. Trust is important in this relationship and needs to be worked on.

- Assess the client's communication preferences - Adapt your approach accordingly - Utilize multiple channels for communication - Clearly outline expectations and set regular check-ins - Provide concise updates to keep them informed - Practice active listening and empathy - Address concerns promptly - Maintain professionalism and focus on solutions - Build trust through consistent, transparent communication.

If it's the start of your partnership, try alternate modes and ways of communication. Be transparent in your dealings, and be human in your approach. It might take some time to figure out an approach that works best for you and the client, so don't make the journey solo, take your client with you, so they understand your efforts and direction. Setting healthy boundaries is vital. No client is worth the burnout or disrespect of your team. Rather than momentary wins that leave your team without morale, focus on long term brand building. If you're at the tipping point, make a decision, is the client crucial for your business (and your P&L)? One way to go about it would be fulfilling your existing contract & considering non-renewal in future.

If you're having trouble communicating with a high-profile client, understand the reasons behind it. Adjust your communication style to match theirs and stay in touch regularly. Listen carefully to their concerns and address them promptly. Building trust through clear communication is vital when working with important clients.

Mantener un puente firme de comunicación directa, desarrolar en conjunto una estrategia para mejorar las condiciones de resolución de conflictos y discrepancias, hacerun traje a la medida para seguir colaborando de un manera efectiv a y asertiva.

In PR, reaching high-profile clients often requires indirect approaches. Consider enlisting a mediator from the client’s team to bridge the gap. This insider acts not merely as a messenger but as an ally, interpreting your PR strategies in ways the client appreciates. The ideal mediator understands both the client's vision and the value of PR, can navigate internal dynamics, and is enthusiastic about advocating for you. Establishing trust with this mediator is essential; they should know you support them as they do you. Empower them to act on your behalf while maintaining a direct line to the client for critical decisions.

De eso se trata la comunicación, expresarnos, escuchar y tomar acción, y más aún si este es nuestro campo de oficio. Ante una situación en que nuestro cliente es difícil de contactar o no da respuesta a tiempo, es importante abordarlo y plantear soluciones, evitar que se sienta atacado, mostrarnos empáticos, darle a conocer la situación y cómo afecta en el proceso del trabajo y por ende en los resultados, y como ya lo mencioné, plantear soluciones.

I have learnt from experience that reaction never really gets you anywhere and its critically important how you respond and what you respond to your client. Its important to firstly understand reasons as to why a client is being difficult and accordingly modify your tone and messaging. Texts and emails leave scope for a lot of misinterpretation and as much as possible, resort to communicating through a call or and in-person interaction. Always counter your feedback with a rationale and accurate facts along with recommendations that you suggest to come across as a solutions oriented person who believes in supporting the client rather than just highlighting problems.