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Don’t let bad hellos be good byes – how to start off a client relationship

I don’t like admitting it, but I’m quite picky when it comes to investing my time on people.  Especially now that I’m a dad of two young boys, running a business, and volunteering in several different organizations, I really don’t want to spend time on people that I don’t initially click with.  So, for me, personally, the first few steps of a relationship are significant.

I’m not as picky when it comes to business, but it still holds that the first stages are important.  This is definitely true when sourcing a new vendor or employee.  If they don’t initially communicate well or give off a strange vibe, that usually ends it for me.  There are exceptions, of course – there have been talent that initially didn’t correspond well that turned out to be rock stars – but for most part, bad hellos are usually goodbyes.

This is also true when meeting new clients.  We are, of course, much more tolerant with clients, but there are some signs that we look for to ensure that we can maintain a good relationship for what could be several months or even years.

Here are some tips to ensure that a client-agency relationship starts off on the right foot.

Communication – When and How

We don’t expect potential clients to respond quickly or respond at all, but establishing a strong line of communication at the beginning is very important.  Everyone that has worked with Picturelab knows that we respond very promptly.  Thanks to remote working, we’re able to respond to inquiries even late at night.

For time-sensitive or long-term projects, we also establish regular meetings and updates at the beginning instead of taking a schedule-as-we-go approach.

Though we don’t expect our clients to do the same, it’s a sign that the project may not go so well if the client is not responsive or sends confusing messages.  In such cases, we make attempts to clarify any misunderstandings, and in extreme cases, there have been situations where we decide not to take on the project.

Expectations – Clarify and Control

Pricing and other terms and conditions are easily established in contracts, but there are other expectations that we try establish and reinforce even in our initial discovery calls.  Things like method of communication, timing and scope.  Of course, many of these items should be clearly stated in the agreements, but it’s essential to remind the clients early on to avoid misunderstandings at any point later in the process.  This not only makes things easier if any issues come up, but also establishes mutual trust at the beginning.

Document – Best Investment

Put things in writing.  We try and correspond by email as much as possible.  After a phone call or Zoom meeting, it’s policy to follow up with email to summarize the conversation.  Like setting expectations, this helps to avoid issues later on, but establishes the framework and boundaries for the relationship.  It does take some time to do, but it’s worth the investment.

In our experience as a video production company, our client relationships go on for months, and sometimes years.  A big reason our relationships have been so positive is because we did the due diligence at the beginning.

Picturelab is a creative video production company based in the San Francisco Bay Area and an office in Irvine, CA.  Our portfolio includes explainer videos, customer testimonials, corporate communication videos, product demos and commercials.

If you need assistance with video projects for your digital marketing campaigns, contact us at info@picturelab.com.

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