Once the sales and marketing team has successfully closed the deals with new clients, the ball is now in the account manager’s hands. Account management entails more than just liaising between the client and the company when it comes to requirements and reports.
You are also responsible for strengthening the relationship and building trust through the following:
Never over-promise and under-deliver as this will put you in a very bad light. Be realistic so they can also manage their expectations. To be able to achieve this, consult the team doing the work so you can set objectives clearly and identify the quality of work that you will strive to deliver.
Each of your clients wants to feel that you are giving them priority, so remember that no one size fits all. Hubspot contributor Jami Oetting notes that account managers must never follow a cookie-cutter approach. Hence, you need to learn and familiarise yourself with the clients individually.
Building rapport goes beyond the standard way of communicating. While you want to set boundaries between professional and personal lives, take time to break the ice. Pay attention to the details that they share about themselves and ask questions.
Also, remember them on special occasions like holidays and company anniversaries by sending them bespoke corporate gifts you can buy from vendors such as Novelli.
The thing with empathy is, you have it or you do not. The good news though is that you can develop it through constant practice. The key here is listening and trying to put yourself in the other person’s shoe.
So when your client tells you about a problem happening within their company, let them know that you understand how they feel and encourage them to express themselves.
Landing a deal with a new client gives a certain high, but the excitement must keep on going. You must work on better relationship-building strategies to ensure a more stable business with loyal clients.