Opening the Lines of Client Communication

At CopyPress, we respect our client’s time and know that it can be limited. One of our core values is putting the customer first and with that we need to make sure we’re operating on their schedule. We allow our clients the opportunity to be as hands-on as they want with their campaigns. Many clients relish this and many would rather not be as involved. Either way, feedback is always important to the process and has been proven to be difficult to receive at times. Here’s a few ways to reach out and get noticed.

shutterstock_109454042Email

Now, this is obviously a given but are you using email effectively? Clients do not have a lot of time (hence why they have come to you for your services) so your emails should be short and to the point. Make sure you are using bullets, bold font, dates, etc. If the email involves a lot of moving parts it’s best to send a short summary and then request a quick call to go over it so that both parties are on the same page.

A great tool to keep track of sent emails is boomerang. Boomerang is a plugin for Chrome and Firefox that allows you to schedule emails and reminders. This way you won’t have to worry about keeping track of emails or worry about them going unseen, simply set up a reminder to follow back up within a certain amount of days and you’ll never lose track of an important email again.

Phone

If you’re having trouble reaching the client through email, give them a call. They may be swimming in a large pool of emails and if it’s important enough they will respect that you took the extra step to dial some digits and work everything out.

shutterstock_64744780Instant Messaging

Skype is a great way to communicate quickly. It’s the best tool for a yes or no kind of question and great for clients looking for quick answers. Also try video calls if you want some face-to-face interaction but are too far to meet.

Social Media

Email and phone is the easiest and quickest option but that doesn’t always work. Emails can be left unseen and phone calls can go unanswered, next step? Take to the social world.

Twitter

Following clients on twitter is great not just for communicating but understanding them personally and getting a closer look into their interests within the industry. Acquiring a relationship with them through twitter is effective for many reasons. If you’re having a hard time getting in touch, try sending a tweet. This might get their attention and get them to respond to your inquiry faster than normal.

LinkedIn

Similar to Twitter, LinkedIn is great for connecting professionally with your client base. Try sparking a little friendly reminder—send a message, liking or commenting on an update, or endorsing them for a skill. They might see your name pop up and remember that you’re trying to reach them. It’s worked for me before and is definitely worth a shot.

Meetings

Opening up the lines of communication is always better when you can put a face to a name. Visiting a client in person is a great way to really get to know them and create an open conversation. You can use this time to discuss current projects, create strategies, and find out what future potential opportunities are on the table. Meeting in person will give a good idea of how clients like to communicate best. Clearly you can’t fly out every time you need to have a discussion but understanding their preferred method will open up better communication moving forward.

shutterstock_110279828CRMs

At CopyPress we’ve created software platforms to allow our clients to engage in the process in their own hands on way.

With Connection Seeker, CopyPress Connections clients can place orders, approve or deny potential placement domains and export reporting at any time of any day. When a client denies a potential placement they can provide feedback that will go directly to the connector and client manager. No email necessary.

The Copy Management system allows our content clients to review content right in the software and approve or request revisions of the articles with their own feedback that will go straight to the writer and project manager. This system sends notifications directly to the client once a content campaign is complete so they know it’s time to go into the system to review their articles. The project manager receives the feedback and ensures the revisions are met properly and timely.

If All Else Fails…

If none of the above is doing the trick my final suggestion? Send a singing telegram with the message you’re trying to relay. This isn’t the best method but there’s no doubt your message won’t be overlooked.

About the author

Ryan

Ryan graduated from the University of South Florida with a Bachelor's in Business Marketing in 2010. She has worked at CopyPress since September 2010 and has had many roles which include: Community Manager, Marketing Manager, Connections Manager and presently the Client Manager. Ryan lives in Tampa, Florida with her Fiance, David and her crazy Shiba Inu pup, Brew.