The success of any business selling products or services is heavily dependent on the development and maintenance of strong relationships with clients or customers. This is why account management is so important.
An Account Manager’s skills lie in managing client relations. It is these important relationships that continue to drive the success and results of their organisation. Successful account management means a successful business.
Here are 5 top tips that all Account Managers should follow in order to keep those clients happy and coming back for more:
1. Fulfil your Promises
As an Account Manager it’s important to do what you say you are going to do. If you promise a client that you will have a quote sent over to them by the end of the day then you need to deliver. You can ensure that you are always able to fulfil promises by setting realistic expectations, timelines, budgets, etc.
Clients usually rely on you to provide the deadlines and set the expectations. They are often relatively flexible with their terms, but once the expectations are set they expect you to meet them. Meeting your deadlines and fulfilling your promises will show clients that you are reliable and professional. This will help you to establish a trusting, long-lasting relationship as they will value your service.
2. Be Honest
If there’s a problem, it is ok to admit this to a client as opposed to not keeping them informed. If there is a reason why you are not going to meet a deadline or expectation, then you need to let them know. This is usually better to do over the phone as opposed to sending an email. A client is more likely to value a phone call and you will be able to better communicate the circumstances with feeling.
3. Prioritise their Needs
Your clients should always be your top priority. Try not to let other tasks and responsibilities hog your time when you should be giving it to your clients.
4. Review and Adjust Client Expectations
In order to maintain and keep that great relationship that you have built with your clients, you need to check in on whether they are happy and if they feel that their needs are being met. It is dangerous to assume that they are satisfied with your service, so make sure that you ask them. Their requirements may be changing and you may be able to help further or adjust what you already offer them to meet these requirements.
5. Know Your Stuff
It is really important for Account Managers to be an expert in company products or services. You should be a hub of knowledge for your clients. It is particularly important to know about new products/services and any relevant stats and figures. If your client views you as an expert then they are more likely to trust you and feel reassured that they are making a well-informed decision.
Account management is a role that requires excellent communication and organisational skills. Following the tips above will help you establish strong relationships with your clients. If you can master them, then you are certainly on the right path to being an excellent Account Manager.