Gaetan Staples

It's not always possible to follow up with a client immediately with an answer or deliverable they request. But what you can do is acknowledge it, reassure them that you've seen it and that you'll get back to them by a certain time or date. I hate not knowing whether someone has seen my requests, so I imagine my clients feel the same. Putting a dedicated block in my calendar to action that request ensures I get to it by the agreed deadline.

It may sound overkill, but I have a pre-thought or written answer to every question I anticipate the client will ask depending on any given agenda.

1. 1

   Communication to your colleagues is as important, if not more, than with your client.

2. 2

   Don't be afraid to tell your clients you don't know the answer. You're not expected to be an expert in all areas of marketing - that's what your practice area specialist colleagues are for. Lean on them.

3. 3

   Ensure you have a written audit trail of notes, actions, requests - internally and externally. You never know when you might need to refer back to it (fortunately, Kaizan pretty much does this for you if present on a call).

Not communicate - internally or externally. If something is going to be delayed, let the client know as soon as possible. 9/10 times it won't be an issue - clients are (usually) understanding. A late delivery that you were aware of but had not been communicated to the client is unacceptable. Put yourselves in their shoes and imagine how you'd feel.

I believe a good AD can read the room and tell if a client, colleague or even a supplier is happy or not. The skill is being able to notice it, address it and resolve it before it escalates.

I'm able to be more present in client meetings because I know it's recorded and actions are being noted. It allows me to listen better and offer more value during the meeting.

Knowing that Kaizan has my back if I miss anything in any client meetings!