As a corporate communicator, you know how important it is to build and maintain a positive reputation with your high-profile clients. They are the ones who can give you referrals, testimonials, and opportunities for growth. But how can you manage your reputation effectively, especially when you face challenges, changes, or crises? Here are some tips to help you.
The first step to managing your reputation with high-profile clients is to understand what they expect from you and your services. Do they want regular updates, reports, feedback, or consultations? Do they have specific goals, preferences, or standards? Do they value creativity, professionalism, or results? By knowing what they want and need, you can tailor your communication style, strategy, and deliverables to meet or exceed their expectations.
A successful client relationship can be compared to a perfect tailor-made dress: The core element of both is the quality, while what makes them successful or well-made is how they adapt to the needs and expectations of the customer (or client). Therefore, I think that understanding client's expectations doesn't mean we have to change the quality of our work, which is the main reason why we've been chosen among others. We rather have to prioritize our actions and communicating them in a way that matches the client's priority scale. For achieving this, it's essential to have at the beginning of the work relationship a transparent conversation about goals, priorities, standards and results.
Building a successful client relationship involves numerous factors, including meeting both visible and latent needs. Companies with a strong reputation and high trust among clients didn't achieve this by chance. When clients discover additional benefits and capabilities of a product that they were unaware of, they transform into unpaid advocates for the company. Therefore, my advice to product creators is always to strive for comprehensive satisfaction, going beyond immediate fulfillment of the client's request. In other words, fulfill the client's expected needs, even those they may not be aware of yet
The second step to managing your reputation with high-profile clients is to communicate proactively and transparently. Don't wait for them to ask you questions, initiate contact, or follow up. Instead, be the one who reaches out, informs, and updates them on your progress, challenges, and achievements. Be honest, clear, and concise in your messages, and avoid jargon, ambiguity, or exaggeration. By communicating proactively and transparently, you can build trust, credibility, and rapport with your high-profile clients.
Proaktivit?t ist das A&O für eine gute Kunden-Kommunikation. Einerlei, ob hochkar?tig oder C-Kunde. Als gute Unterenemenskommunikatoren, sollte man dem Kunden immer 2 Schritte voraus sein und das im positiven Sinn. Jedes Jour Fixe sollte mit neuen Impulsen und Einblicke zu aktuellen Entwicklungen gespickt sein. Nur dann entsteht mehr als nur eine Dienstleisterbeziehung, sondern ein Sparring, dass den Kunden nach jedem Kontakt ein Schritt weiter bringt.
The third step to managing your reputation with high-profile clients is to deliver quality and value. This means that you should always strive to produce high-quality work that meets or exceeds their expectations, deadlines, and budgets. It also means that you should always add value to your work by providing insights, suggestions, or solutions that can help them achieve their goals, solve their problems, or improve their situation. By delivering quality and value, you can demonstrate your expertise, professionalism, and reliability to your high-profile clients.
The fourth step to managing your reputation with high-profile clients is to solicit and act on feedback. Feedback is essential for improving your performance, learning from your mistakes, and enhancing your relationship with your high-profile clients. Don't be afraid to ask them for their opinions, suggestions, or testimonials on your work. Listen to their feedback carefully, thank them for their input, and implement their recommendations if applicable. By soliciting and acting on feedback, you can show your respect, appreciation, and willingness to grow to your high-profile clients.
The fifth step to managing your reputation with high-profile clients is to handle issues and complaints gracefully. No matter how hard you try, you may encounter some difficulties, misunderstandings, or dissatisfaction with your high-profile clients. When this happens, don't panic, ignore, or argue. Instead, acknowledge the issue or complaint, apologize if necessary, and offer a solution or a compromise. By handling issues and complaints gracefully, you can prevent escalation, preserve your reputation, and restore your high-profile clients' confidence.
Probleme und Beschwerden sind gro?artig! Warum? Weil man daraus lernen kann und eine Chance hat, sich mit neuen, kreativen L?sungen zu profilieren. Ich bin kein Fan, das Wort Probleme mit "Herausforderung" zu ersetzen. Viel mehr sollten wir Unternehmenskommunikatoren daran arbeiten, das Wort Problem nicht so zu problematisieren, sondern es genau in diesem positiven Kontext zu sehen und anzupacken.
The sixth and final step to managing your reputation with high-profile clients is to go the extra mile. This means that you should always look for ways to exceed their expectations, delight them, and make them feel valued. For example, you can send them a thank-you note, a gift, or a referral. You can also offer them a discount, a bonus, or a free service. You can also share their success stories, praise their achievements, or endorse their brand. By going the extra mile, you can create loyalty, advocacy, and referrals from your high-profile clients.
Die Extra-Meile sollte auf jeder Jour Fixe Agenda unter dem Punkt, Impulse & Trends stehen. Hier kann man nicht nur dem hochkar?tigen Kunden einen echten Mehrwert, über das t?gliche Doing hinaus bieten.