Target Audience: 1-5 years industry experience

Trainer: Richard Wentworth-Ping

Places Available: 30

Description:

Without clients, you don’t have a business. In media agencies, whilst the client’s business may have been won by someone more senior, it is the day to day account team and managers that determine how satisfied the client is with the quality of service they are receiving.

From the media owner side, your clients, whether they are agencies or direct clients are you life blood. They are the ones who decide to brief you and buy your media solutions.

And in both cases, if we think the relationship is all about the quality of our audience numbers or quality of our media strategy and ideas, we’re mistaken. Client service is complex and requires a distinct set of skills. That is what this workshop is all about.

This session therefore looks to build on your existing knowledge and skills and learn from experience to see what else we can do, or do differently, to extend the relationship & build business. Despite much talk about partner relationships, it’s true that many client/agency/media relationships revert to “servant/master”. Being the service provider is never easy; clients are demanding and sometimes wrong, but they are always the ‘Client’...if we don’t continue to learn and work with them well, at the least it becomes a daily struggle; at worst you run the risk of losing their business some day in the future.


Agenda

 What do we want when we’re the client/customer – a look at what it takes to delight and irritate us?

 The key factors that affect client happiness: agency/media owner/client. Assessing your relationships on this level

 Client health check – a simple tool to assess how close you are to your main clients. This can be very enlightening and lead to many quick wins.

 Becoming a “Trusted Advisor”: Building trust with clients– key strategies to build trust with in an on-going relationship.

 Power mapping in your clients: managing multiple levels of influence and authority and deciding who has power, how to get in front of different people.

 Getting under the skin: how to really understand your client’s business: 7 simple actions you can take

 Maximising the relationship: how to increase your business traction on the back of trust and relationship


Ideal preparation work before you turn up on the day of the workshop:


• Have a look at what metrics your company or group has in place to measure client satisfaction. These may range from formal systems such as Navigate/Appraise to very informal discussions during review meetings

• Consider your own experiences as both a consumer or services (retail, banks, telco’s etc) and as a client in the media marketplace and write down three things the annoy you with service providers and three things that impress or delight you

• Think about your own key client relationships and assess how you would like to maximise those relationships. What would you like to be able to do?



Registrations of Interest

Please email lauren@mediafederation.org.au with your interest to attend by Thursday 12th August. We will confirm after registrations have closed on whether you have secured a place.

Members are advised to have received confirmation with direct managers to attend any NGen workshops prior to registrations of interest.

Contact details



lauren@mediafederation.org.au