Recently I have been reflecting on Communiqué PR’s standard of practice and our philosophy around client service. Colleen Moffitt and I feel passionately about the topic and how we apply these standards.

Here is how we describe our client-service ethic:

1. First and foremost, it means having a client-centered perspective, acknowledging the clients’ needs and putting service ahead of self-interest. It’s about partnership and making the client’s life as easy as possible while helping the individual and her company meet key business and communication objectives.

 2. It means delivering quality work as aggressively as possible. At Communiqué PR, this means striving to get work done as soon as possible as opposed to right before it’s needed or due.

 3. Client service means adding value with each interaction. To do this, we have to understand what an individual and the organization values. We have to strive to understand this and even be a step ahead of clients. 

 4. It’s about showing we care about each individual manager or executive. We work to demonstrate that we have a vested interest in the individual’s success. We understand that to achieve client delight and retain business, it is not enough to simply deliver the work. People want to know we care deeply about them.

 5. It’s about sharing how we can help as opposed to saying what we cannot do. Whenever possible, we look for solutions to problems and how we can positively impact the outcome.

6. It’s about establishing shared expectations around when work will be completed, what it will cost, and what results will be achieved. Some examples of how we arrive at shared expectations include:

Suggesting a deadline, but asking the client when he/she needs the work. “If I deliver this to you by ____________, will this meet your needs?” Or “If we secure five articles in these publications ________, will that be considered a win for you?” Or “Would it be helpful if we outlined our thoughts on ___________?”

 7. And finally, it means having an ability to read between the lines on client requests. What is the individual’s underlying need and message? How does he or she feel about the work or working with us on an emotional level?

It is not always easy to apply these principles, but our goal is to provide exceptional service as we harness PR and social media to drive meaningful and measurable results. And we’ll continue to aspire to uphold these standards with each client interaction.

Jennifer