Just the other day, during one of my weekly Work-in-Progress (WIP) meetings, my Managing Director mentioned to us that it was important to consistently follow up with our clients even if it is just asking them how they are or updating them on what the company has been doing. Normally, updates will be written in contact reports after each meeting with a client. However, she stressed that that wasn't enough and that it is essential to maintaining the relationship with the client and that a phone call is more personal.
I understand, through observation, that some times it may be difficult as one may have many clients that they are looking after and depending on clients, the workloads differ as well. I also realised that it is easier to let a retainer client slide due to complacency however, I do feel that one must always try to make time.
Being able to management is vital in the public relations industry especially for an agency. Be it relationship, time or more importantly crisis management(!).
Clients may want certain things as certain timings and some times, certain client's requirements may clash. Some times, clients may need to make last minute changes while you may be in the midst of doing another client's work.
A good example would be the recent case where a bear-like creature was spotted along Ulu Pandan (link: http://www.channelnewsasia.com/stories/singaporelocalnews/view/1086662/1/.html). The stunt was carried out by the advertising firm of Philips but the crisis management team of the public relations consultancy of Philips had to immediately release apology statements. They were unaware and weren't involved in the stunt and therefore had little time but the onus was on them to manage the crisis.
On a different note, I have been tasked to write a speech! It is an emcee speech for Sanyo's first solar buggy feasibility trial. I love writing speeches as you can write it more informally and personal. A little backgrounder on the solar buggy is retrofitted with solar panels, which will charge the lead acid batteries, resulting in electricity savings. It seems like every one is going eco-friendly these days!
Till the next post (which will also be my last)!
Alicia
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