Landing that “Big Fish” client is great, but what do you need to do to keep their business over the long haul? Simple: Keep them happy!
Keeping a client happy is our number one goal in PR. Not only will having a happy client potentially lead to more revenue for your firm, it also leads to a sense of accomplishment and a more positive atmosphere in the office. There’s nothing wrong with that, right?
So how do you go about keeping your client happy? Well, it’s not something that can be done by doing minimal work. Keeping a client happy takes hard work, dedication and the willingness to go above and beyond expectations every day.
There are a few simple things that we can all do on a daily basis to keep our clients happy. This includes:
- Provide counsel that portrays confidence and brings added value
- Set realistic goals and expectations
- Deliver what you say you’re going to do on deadline
But from my experience, above all else, a client’s happiness comes from seeing their company portrayed positively in the media. You can write the greatest PR plan, create the perfect speaking abstract, or develop the most complete awards calendar…but this isn’t what matters in the grand scheme of things. Results matter, and results in the form of positive coverage (whether it’s in print, online, on TV or any other form of media) is job #1 for us as PR professionals.
Each and every day I come into the office I have a game plan. While things may change, the end goal is the same: POSITIVE COVERAGE! So how do you go about making this a reality?
Here are a few daily tips that I always keep in mind to ensure I’m providing my clients with the best opportunities for positive, feature coverage:
A Nose for News…
Not only should you start each day reviewing breaking and trending news stories, you should keep one eye on the news throughout the day. As PR professionals, we should always be looking for opportunities to inject our clients into the conversations that are taking place. New stories break all day long and if you can constantly identify breaking news that provides your clients with opportunities, you’ll continue to score PR wins.
Just the Facts Ma’am…
If you’re going to be successful in any job, you need to have a game plan. In PR, it’s no different. You need to know your facts, know your audience and support your client’s message. When the media asks questions, be prepared to accurately use examples, facts, statistics, quotes, analogies, personal experience and images to help illustrate and emphasize your key messages.
As PR professionals, it is our job to re-work, reuse, and repurpose our clients’ content in new ways to give it fresh life wherever we plan to use it. Today, content is king and you can’t hide behind the excuse that it’s a slow news day. Keep contributed articles, industry perspective and even infographics at your disposal and use them as a way to continuously share insights with the media. Don’t forget that you can also use it by reaching out directly to your targeted audience via your clients’ social media channels such as Facebook, Twitter, LinkedIn etc…
Hit ‘Em Up…
With today’s 24/7 news cycle, PR professionals need to hit up their clients constantly with new ideas, trending stories and potential opportunities to comment on any story that impacts their viewpoint, business or product. By doing so, we can train our clients to realize that news flows minute by minute and there’s always an opportunity to obtain coverage, provide perspective, or add value to the conversation.
Let’s Do Lunch…
Is your client traveling? Are they somewhere where they could meet in-person for coffee or lunch with a journalist or two? This should be a “no-brainer”, but sometimes we overlook the simplest of things. Access and availability of your client can bring added interest from the media. Be sure that you are always synchronizing your proactive media outreach with your client’s travel schedule. By using availability as a reason for an in-person meeting, and securing interviews and potentially on-air television appearances, you’re building stronger relationships.
Did I miss anything? Do you have any other key tips that we should be using on a daily basis? Feel free to leave your thoughts and comments below.