As I begin my new job as an Account Manager, I think it's important to follow a few tips for success:
1. Fulfill promises. Be careful about deadlines you create. Clients are
usually flexible about terms, but consider them set in stone once you
quote them. Deliver what you say you will at the appointed time, whether
through a phone call, email, or in person. Clients value your services
most when you show them you respect deadlines and fulfill promises.
2. Tailor your work to their needs. Don’t let any side priorities interfere with
the attention you give to customers. Keep your focus on them so you can
maintain long-lasting, productive partnerships.
3. Be honest about shortcomings. No company is
perfect, but many account managers buckle at the thought of admitting
weakness to a client. Tell the truth about why you cannot meet every
expectation, as clients will trust you more in the long run. They don’t
expect a business to be flawless, so a clear approach is best. Take
responsibility for any company negatives, as ultimately you represent
the firm as a whole.
4. Avoid backlash from all sides. Unless you are
dealing with the owner of a business, your client has to report to
company higher-ups the same way you do. Keep everyone in the loop so
surprises don’t arise. Inquire about whether your client’s superiors
know of alterations to the developing deal, and inform your company of
progress and changes. Your chances for long-term success are greater
when you update each side of the equation frequently.
5. Review client expectations and adjust where necessary.
You can’t consider account management work finished until you evaluate
every aspect of the deal. In the case of longer partnerships, your job
is to review client expectations on a regular basis and be certain their
focus holds unchanged. Explicit reassurance is best in these cases.
Assumptions may cost you dearly.
