Client Services & Digital

 

These department behaviours had to be developed acknowledging both our impact cross-agency as well as cross-companies with clients.

As the external face of the agency, we must be up front with positivity and enthusiasm for our clients and their projects, as well as showing them our commitment and reliability. With great research, preparation and foreseeing potential issues, we strive to get it right first time. Building relationships is at the heart of what we do and we do that by taking the time to listen and get to know our team, our clients and their business, and communicating effectively throughout the process. We are not afraid to challenge others or ourselves, and we hold our hands up when we are wrong, growing and evolving together with each experience.

 
1 Lead with insight.png

  • Be constantly aware of what is happening with clients’ businesses and their teams and listen to their issues.

  • Be thorough in all research and preparation for internal and external meetings throughout the project, from early-stage client kick-off and embarking on a project through to completion and debrief.

  • Make the most of our past learning.

  • Get to know the experts in the agency and be aware who to bring onto a client project.

  • Maintain control over budget, communicate regularly with the team and client and be clear on any impacts on costs.

  • Establish a way to measure the success of the project. 

2 Build teams, remove barriers..png

  • Embrace your pivotal role in delivering a project, ensuring solid and detailed handovers are delivered to all your colleagues across all teams.

  • Be available to answer questions and give support, and to check all handover points.

  • Promote a positive attitude for the project and client and show enthusiasm for the work.

  • Build strong relationships and lasting rapport with clients, adapting your communication skills for different people and scenarios.

3 Create positive impact.png

  • Challenge ourselves and the team to provide the best possible solution to clients every time.

  • Follow established processes and best practices throughout the project lifecycle.

  • Take responsibility for the quality of the team’s work, get it right first time and check work before sending to clients.

  • Be proactive with clients, aiming to pre-empt problems and find solutions.

  • Seek out and show enthusiasm for new client opportunities.

4 Be kind.png

  • Make sure that everyone on the team hears positive feedback from clients and is recognised for their contribution.

  • Build confidence throughout the team to ensure everybody feels comfortable sharing, challenging, contributing, having honest discussions.

  • Be aware of group motivation and energy levels.

  • Be accountable: don’t hide behind mistakes and be ready to apologise if things haven’t gone to plan.