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SlideShare utilise les cookies pour améliorer les fonctionnalités et les performances, et également pour vous montrer des publicités pertinentes. Si vous continuez à naviguer sur ce site, vous acceptez l’utilisation de cookies. Consultez notre Politique de confidentialité et nos Conditions d’utilisation pour en savoir plus.
Discover the Power of the Woo
1.Start by identifying your rockstars: who do you
want to work with and why?
2.Once you’ve identiﬁed your rockstars, it’s time to
3.Remember: customer service starts from the
very ﬁrst sales meeting.
How you respond and engage with potential
customers will tell them a lot about how your
relationship working together will be, so pay
attention to the little things, listen intently, and ask
a lot of questions. Yes, they’re considering working
with you but you’re also considering working
• Always ensure that you’re identifying potential
customers needs and wants, so that in return, you
can make sure that you’re able to give them what
they’re looking for.
• Remember: There is absolutely no harm in admitting
up front that you may not be a good ﬁt and I
guarantee you that they will respect you for it.
• When wooing potential rockstar clients, you’re getting
to know them and in doing so, you’re also making
sure they really are the rockstars you think they are.
This stage can often reveal a wolf in sheep’s
clothing, so don’t lose sleep if it takes a few
calls or meetings before you can truly decide if
you’re both right for each other.
There are a lot of ﬁsh in the sea.
Be the Black Marlin.
Have you ever heard about the Black Marlin?
EVERYONE that’s ever ﬁshed wants to catch a
Be the Black Marlin. Make sure that YOU are
the company everyone wants to work with.
• Regardless of how many chats you’ve had with
potential customers, make sure to continuously
follow-up and check-in.
• When you’ve sealed the deal, make sure to
• Always ensure your new customer feels loved
and appreciated during the onboarding process.
You’re incredibly lucky that these ﬁne folks have
chosen to work with you, so make sure they
know they’re valued and that you (and your
team) are psyched to get started with them.
Here are just a few of our favorite
ways to show the love:
• Send out an email to introduce them to the team. Share a fun
quirk or little known fact about each team member that helps your
rockstars get to know each player they’ll be working with on a
• Immediately (and constantly) shower them with social media love.
• Get the whole team to follow the company and the contacts you’ll
be working with on Twitter, connect with them on LinkedIn.
• Announce your new partnership on your blog!
• Send a handwritten note in the mail to show your thanks and
excitement to work together.
Never Forget About the Daily Delight
It’s all too easy to rock your new customer’s
world in the beginning but get lazy,
comfortable, and passive as you get into the
swing of things. Next thing you know, you’re
rocking the boat.
Don’t rock the boat.
• Long after the ink is dry on the contract, it’s important
to never stop delighting your customers.
• A great way to keep your rockstars is to continue to
make them feel like your only customers, no matter
how many others you’re working with.
• Embrace the daily check-in.
• By ensuring that at least ONE interaction is made with
each client daily, you’re ensuring that they know they’re
top of mine (even if you’ve been heads down on
another client all day.)
What to do When Trouble Calls
Even with rockstar clients, it’s not always going
to be rainbows and sunshine.
In this crazy world of PR, we all have our good
days and our bad. On the bad, delight can be
hard to dish out, but know that even when
trouble calls, the key is to act fast and deal with
the matter at hand in a timely and respectful
Launch or Announcement
a little lack lustre?
Here’s how to have those tough conversations without
jeopardizing your relationship
• It’s OK to admit you’re disappointed too. In fact, it’s highly
recommended. It shows you’re human and you genuinely did
not anticipate failure, but also that you are committed and
• If you were wrong, it’s OK to admit that too. Admitting it can be
the ﬁrst step to salvaging your client relationship.
• Where the team may not have met the client's expectations, a
simple and expected review process should take place to
identify weaknesses and faults.
• If the client genuinely has unrealistic expectations and you've
fallen short of meeting them, then let the team know it wasn't
them, but the client was increasingly demanding.
Fact: trouble will call.
It’s how you handle it and move forward that
Never Let the Honeymoon End
You’ve heard of the honeymoon phase, well this
is applicable in client services too.
Remember how we said not to rock the
This is easily avoidable by remembering to
keep the ﬂame alive and to ensure your clients
know you’re grateful for their loyalty 365 days a
Here are just a few ways to throw some logs
in the ﬁre:
• You may need to rejig your processes for some of your oldest clients
and that’s OK. Work with them carefully to identify what has been
working and what’s not working and devise a new strategy.
• Schedule some FaceTime. For those clients that have been there
through good and bad, make sure to schedule some visits. These
types of meetups are a great way to reconnect and plan for the
• Continue to be their raving fan. Yes, you’re their vendor and it’s your
job to have their back but when it comes to longtime customers,
when you see an opportunity to do something awesome for them
that may fall outside their scope of work, don’t think twice. Do it.
So what’s the moral of the story?
Rockstars aren’t a dime a dozen and everyone
wants to work with them. When you land one,
treat them well.
A rockstar client a day keeps the burnout
away. We promise.
How do you delight your
Tweet us @Onboardly!