What is Client Services? Creating Harmony Across Client, Team, and Business

When people think about client services, they often picture someone writing proposals and keeping clients happy (or maybe they think it's mainly long lunches). But in reality, it’s a lot more than that. At its core, it’s about finding a balance where everyone wins – the clients, the team, and the business you work for. It’s not just about good housekeeping; it’s about creating a lasting impact.

I’ve always believed in two guiding principles: the "Golden Triangle" of happy clients, happy teams, and commercial success, and the idea that client services is a lot like being the conductor in an orchestra. I should point out that both of these principles were taught to me by Zoe Kelleher who was my manager for many years and one of the best in the business, I publish with her blessing! Here's what I mean by these ideas and what they mean to me personally...

The Golden Triangle: Happy Clients, Happy Team, and Commercial Success

Think of this as the foundation of everything we do. If one corner of the triangle is neglected, the whole thing eventually collapses. Here’s why each side matters:

1. Happy Clients: It’s not enough to simply "meet expectations." We need to truly understand our clients, anticipate their needs, and deliver solutions that genuinely make a difference. When clients are happy, they don’t just come back – they bring others with them. That’s when we know we’re doing something right.
2. Happy Team: It’s impossible to deliver outstanding work if the team behind it feels burnt out or undervalued. A happy team is one that feels supported, empowered, and motivated to go above and beyond. When people feel good about the work they’re doing and the environment they’re in, it shows in the results.
3. Commercial Success: Let’s be real – we’re here to do great work and grow the business. But the key is doing this in a way that’s sustainable. It’s not just about hitting revenue targets; it’s about delivering value in a way that’s profitable, meaningful, and built to last. When all three elements are working in harmony, everyone benefits.

The hard thing comes when these three points are not in balance. You could have a very happy client because we're doing great work for them, but it's for free for free. Eventually you'll have an unhappy business and likely a team questioning why we're not paid for their valuable work. Equally, you could have a profitable project but a miserable team and a dissatisfied client - again this can't continue so it's your job to try and find the balance again.

The Conductor in the Orchestra: Bringing in the Right Players at the Right Time

Now, let’s talk about what it feels like to actually do this job. Client Services is like being a conductor in an orchestra. You need to know the "music" (the client’s needs, objectives, and pain points) inside and out and then bring in the right experts at the right time to make it all happen. Here’s how I see it:

1. Understanding the Music: Before anything else, you’ve got to get into the client’s world – not just their brief, but the whole picture. What keeps them up at night? What does success look like for them? It’s about digging deeper and really listening, not just to what they say, but to what they mean.
2. Bringing in the Right Players: It’s not a one-person show. Just like an orchestra relies on different instruments to create a symphony, we need a diverse set of skills and perspectives to solve problems. The magic happens when you know exactly who to bring in and when – whether it’s a strategist to shape the vision, a developer to build the solution, or a designer to bring it all to life.
3. Keeping the Tempo: Projects never go exactly as planned, and that’s okay. Part of the job is adapting to change – speeding things up when the moment calls for it, or easing back to make sure we’re getting it right. It’s about guiding the team and keeping everyone in sync, even when things shift.

Why It All Matters

At the end of the day, these principles aren’t just nice-to-haves; they’re the blueprint for doing Client Services well. When we get the balance right – when the clients are thrilled, the team is energized, and the business is thriving – it creates a ripple effect. The impact isn’t just felt in the results we deliver, but in the relationships we build and the experiences we create along the way.

Client services isn’t just a function or a role; it’s a mindset. It’s about bringing together the right people, at the right time, in the right way to achieve something bigger than the sum of its parts. That’s when the magic happens, and that’s why I love what I do.