Creative Strategies for Enhancing Client Relationships

Agencies: if your projects are ever "winding down" you've missed a critical part of service delivery. I get this a lot: "Max, help me upsell/cross-sell this client... our project is "winding down" so it's the perfect time to talk about what comes next. No The perfect time to talk about what comes next is at the beginning of the relationship, not the end. If your project is "winding down" it means the client has already thought about what comes next... and they can't wait to get to it. Doesn't matter how good of a job you did. You didn't think ahead so you're not a part of what comes next. Do this instead: Instead of just scoping the project create a phased roadmap for your relationship WITH the client. Include: - the client's business objectives - team roles & expertise that aligns with those objectives - a timeline of projects, services and milestones - budget recommendations & scenarios (good and bad) You'll notice that "wind down" conversations disappear. Instead you'll always be thinking WITH your client about what comes next. When the relationship does finally come to an end you will have seen it coming. Best case scenario you phase out the work and help them bring it in house. Create your roadmap during the sales process, as a paid strategy project, or as part of "onboarding" for whatever project or service you sold. Do it as soon as possible. You'll strengthen your relationship, deliver more value and make more $$. How and when do you plan with your clients? (beyond your current scope) #agency #servicedesign

Companies that nurture leads close 50% more sales. 8 ways to show up when they're not ready to buy  (without sounding salesy) Sales isn't a sprint. It's a marathon that rewards patience. When you chase only quotas, you ironically miss them. The moment you shift from selling to helping,  everything changes. Revenue becomes the byproduct of relationships. Why does this matter now? Nurtured leads spend 47% more than cold contacts. 63% who say "not now" will become customers later. Your competitors are still playing the numbers game. Meanwhile, the relationship-builders quietly dominate. These 8 approaches turn prospects into lifelong clients: 1. Send Curated Insights ➟ Share a relevant article. ➟ Tailor it to their challenge or goal. ➟ Position yourself as a trusted filter. 2. Make Strategic Intros ➟ Introduce them to someone valuable. ➟ Think: peer, mentor, or future hire. ➟ This builds goodwill fast. 3. Offer a Micro Win ➟ Share a helpful tool or mini-audit. ➟ Make it easy to use right now. ➟ No pitch. Just value. 4. Host a Casual Catch-Up ➟ Invite them for virtual coffee. ➟ Ask what’s new in their world. ➟ No pressure, just presence. 5. Surprise with Thoughtfulness ➟ Send a quick voice memo or note. ➟ Simple, human, and memorable. ➟ They won’t forget it. 6. Create a Cliffhanger ➟ Share a teaser insight. ➟ Spark curiosity, not a sales push. ➟ Let them ask for more. 7. Give a Spotlight ➟ Shine a light on their wins. ➟ Celebrate them on LinkedIn. ➟ Make them feel seen. 8. Ask a Great Question ➟ Go beyond small talk. ➟ Ask about their goals or roadblocks. ➟ Start a real conversation. I've seen it time and again in my career: When you help without expecting anything, clients remember you when they're ready. Your mindset becomes your advantage. The sale happens almost as an afterthought. Try just one approach this week. Watch how naturally deals begin to flow. 📌Follow Mo Bunnell for client-growth strategies  that don’t feel like selling. (50%, 47%, 63% Stat source: Forrester Research,  Annuitas Group, Marketo)

4-part framework to ensure your client knows the “why” behind every creative: 1. Start with a robust creative roadmap - Use the Audience / Angle / Offer framework - Map concepts to specific objectives - Create a clear testing structure 2. Reinforce the "why" every time you share something - "We're testing this concept because..." - "This is based on the insight that..." - "This addresses the objection we found in..." 3. Connect everything back to a data-driven insight - Customer reviews - Previous performance - TikTok trends within the category - Competitor analysis 4. Close the loop after the results come in - "This worked because..." - "This didn't work because..." - "Here's what we learned..." - "Here's how we're building on that win..." When you consistently reinforce the “why”, here is what happens: → Faster client approvals → Less nitpicky feedback → Higher retention → More strategic conversations → Better creative performance Anybody have other ideas for reinforcing “why" you’re making each piece of creative?

Effective client management begins with proactive engagement, anticipating needs and potential hurdles. Mastering the art of listening plays a crucial role in this approach, allowing us to gain deep insights into our clients' operations and strategic objectives. Imagine setting the stage at the beginning of a project by discussing with your client: Dependency Exploration: 'Can we discuss any dependencies your team has on this project’s milestones? Understanding these can help us ensure alignment and timely delivery.' Impact Assessment Question: 'Should unforeseen delays occur, what impacts would be most critical to your operations? This will help us prioritize our project management and contingency strategies.' Preventive Planning Query: 'What preemptive steps can we take together to minimize potential disruptions to critical milestones?' Success Criteria Definition: 'How do you define success for this project? Understanding your criteria for success will guide our efforts and help us focus on achieving the specific outcomes you expect.' These discussions are essential for building a roadmap that not only aligns with the client’s expectations but also prepares both sides for potential challenges, reinforcing trust through transparency and commitment. By adopting a listening approach that seeks comprehensive understanding from the onset, we can better manage projects and enhance client satisfaction. Let’s encourage our teams to integrate these listening strategies into their initial client engagements. How have proactive discussions influenced your project outcomes? Share your experiences and insights. #ClientRelationships #AdvancedListening #BusinessStrategy #ProfessionalGrowth

𝐘𝐨𝐮𝐫 𝐂𝐥𝐢𝐞𝐧𝐭𝐬 𝐀𝐫𝐞𝐧'𝐭 𝐉𝐮𝐬𝐭 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬—𝐓𝐡𝐞𝐲'𝐫𝐞 𝐅𝐮𝐭𝐮𝐫𝐞 𝐂𝐨-𝐂𝐫𝐞𝐚𝐭𝐨𝐫𝐬. Building lasting marketing partnerships isn’t about one-off projects; it’s about transforming every engagement into a collaborative journey toward growth. Here's how to turn clients into true partners: 1️⃣ Overdeliver on Value: • Surprise them with insights and extra resources that go beyond the brief. • Offer actionable ideas they didn't even know they needed. 2️⃣ Communicate with Radical Transparency: • Keep clients updated at every stage—no surprises, just honest progress. • Open, clear communication builds trust and solidifies long-term relationships. 3️⃣ Listen First, Act Later: • Understand their unique challenges before pitching solutions. • Tailor your strategies to what they truly need, not just what sounds good. 4️⃣ Show, Don’t Just Tell: • Use real data, case studies, and tangible examples to demonstrate success. • Let the results speak for themselves, turning promises into proven outcomes. 5️⃣ Embrace Their Perspective: • Involve clients in the creative process and welcome their feedback. • When they feel heard and valued, they become invested in your shared success. When you shift from viewing clients as transactions to seeing them as partners, every campaign becomes a joint venture toward innovation and growth. Your insights fuel the conversation. #MarketingStrategy #ClientEngagement #BrandPartnerships

✈️ I used to live on planes. Flying cross-country to be onsite with customers was just part of the job—and I loved it. But the world changed. Offices emptied. Now, many of our customers don’t even have a headquarters to visit. So how do we build real relationships in a remote-first world? Here are some creative, intentional strategies we’re using at ClientSuccess to stay connected in person: ✅ Meet them where they are. Even if there’s no office, there’s always a coffee shop or a lunch spot in their hometown. ✅ Ask if they’re coming to you. They might be visiting your city for vacation, conferences, or family. If so—grab coffee or dinner while they’re around. ✅ Leverage conferences, meetups, and field events. Even if you’re not exhibiting, go. It’s often the best way to see 5–10 customers in one trip. ✅ Piggyback on their team offsites. Many companies still gather their remote teams quarterly. If you catch wind of a team offsite, ask to swing by and join for a session or a meal. ✅ Host small customer dinners. Pick a city where you have 2–3 customers and plan a relaxed evening. It’s efficient and meaningful. ✅ Set up a “customer city tour.” Pick 3–4 cities where your customers cluster, then plan a short in-person visit rotation. (Bonus: make it an annual or bi-annual tradition.) ✅ Attend community events they care about. Sometimes, attending their speaking engagements, user group meetups, or local panels shows support far beyond business. ✅ Invite them to your HQ for a strategy session. Even if it’s just a few people—some will welcome the chance to get out of their home office and collaborate in person. In today’s remote world, in-person connection is more rare—and more valuable. It just takes creativity and intentionality. What’s working for you and your team? 👇 Share your favorite in-person strategies below. #customersuccess #relationshipbuilding #SaaS #remotework #CX #fieldstrategy #customerexperience #clientengagement #postsales

What if your "difficult" client could become your best client? When client relationships get rocky, most of us just want to run away — to fire the client and never look back. But here's a powerful question to ask instead: 💡"What can I change about this dynamic to make it work better for both of us?" This simple shift transforms everything. Instead of asking, "Should I fire this client?" when you're stuck in endless revision cycles, you could instead ask: 🔍 Could a structured review process prevent feedback chaos? 🔍 Would identifying all stakeholders upfront save countless headaches? Or when dealing with that client who treats everything as a rush job, instead of asking, "Why don't they respect my time?" you might ask yourself: 🗓️ Is there a way to create a priority system that works for true emergencies? 🗓️ Could we prevent these fire drills with better planning? Here's why this approach works: 🌟 It assumes both parties want improvement. 🌟 It puts you in control. 🌟 And it opens up creative solutions beyond the "stay or go" decision. So next time you're frustrated with a client situation, pause. ✋ Ask yourself: "What can I change about this dynamic to make it work better for both of us?" The answers might surprise you. 💡 Because the solution often isn't an exit strategy... it's a better strategy. #ClientRelationships #FreelanceTips #BusinessCommunication #ConflictResolution #CreativeSolutions

𝐒𝐨𝐦𝐞 𝐜𝐥𝐢𝐞𝐧𝐭𝐬 𝐚𝐫𝐞 𝐦𝐨𝐫𝐞 𝐭𝐡𝐚𝐧 𝐣𝐮𝐬𝐭 𝐜𝐥𝐢𝐞𝐧𝐭𝐬. They become collaborators, confidants, even friends. They trust us not only with their legal needs but with their business goals, reputations and long-term ambitions. These relationships don’t happen by accident — they’re nurtured deliberately over time. In the fourth part of our series on building enduring client relationships, we focus on 𝐡𝐨𝐰 𝐭𝐨 𝐝𝐞𝐞𝐩𝐞𝐧 𝐭𝐡𝐞 𝐫𝐞𝐥𝐚𝐭𝐢𝐨𝐧𝐬𝐡𝐢𝐩𝐬 𝐭𝐡𝐚𝐭 𝐦𝐚𝐭𝐭𝐞𝐫 𝐦𝐨𝐬𝐭 — the ones with the potential to generate lasting loyalty, consistent referrals, additional work and an authentic sense of mutual respect and trust. 𝐓𝐡𝐞𝐬𝐞 𝐜𝐥𝐢𝐞𝐧𝐭𝐬 𝐨𝐟𝐭𝐞𝐧 𝐛𝐞𝐜𝐨𝐦𝐞 𝐲𝐨𝐮𝐫 𝐠𝐫𝐞𝐚𝐭𝐞𝐬𝐭 𝐚𝐦𝐛𝐚𝐬𝐬𝐚𝐝𝐨𝐫𝐬. 𝐒𝐭𝐞𝐩 1️⃣: Start by focusing your energy on the relationships with the greatest potential. 🔴 Treat them like a long-term investment. 🔴 Remember that the client is the most important person in the relationship. 𝐒𝐭𝐞𝐩 2️⃣: Add personal value outside the engagement. 🔴 Send customized emails with curated insights, industry updates or news that’s directly relevant to their business or goals. 🔴 Make introductions — to potential customers, investors, board members, collaborators or trusted vendors. Help them build their business, not just protect it. 🔴 Invite them to events — not just legal seminars, but industry roundtables, business forums or philanthropic gatherings that align with their interests. 𝐒𝐭𝐞𝐩 3️⃣: Ask thoughtful questions that build trust. 🔴 For example: “How can I be more helpful outside of the work we’re currently doing?” or “What’s keeping you up at night?” 🔴 Listen closely to their responses — this will directly impact the strength of the relationship and often uncovers opportunities to serve in new ways. 𝐒𝐭𝐞𝐩 4️⃣: Celebrate and support them. 🔴 Amplify their work on LinkedIn or in conversations with others. 🔴 Show interest in their causes — attend their events, support their nonprofits, cheer on their initiatives. 𝐒𝐭𝐞𝐩 5️⃣: Keep showing up. Consistency is key. 🔴 Schedule periodic check-ins - even when there’s no immediate work. 🔴 Send a short note every now and then just to say, “Thought of you when I saw this.” 🔴 Reach out with no ask, no agenda - just genuine connection. The goal isn’t just to be the lawyer they rely on - it’s to 𝐛𝐞𝐜𝐨𝐦𝐞 𝐭𝐡𝐞 𝐨𝐧𝐞 𝐭𝐡𝐞𝐲’𝐫𝐞 𝐩𝐫𝐨𝐮𝐝 𝐭𝐨 𝐢𝐧𝐭𝐫𝐨𝐝𝐮𝐜𝐞 𝐭𝐨 𝐨𝐭𝐡𝐞𝐫𝐬. 𝐁𝐞 𝐭𝐡𝐞 𝐥𝐚𝐰𝐲𝐞𝐫 𝐭𝐡𝐞𝐲 𝐛𝐫𝐚𝐠 𝐚𝐛𝐨𝐮𝐭. Let’s talk. *************************     👋 I’m Barbara and lawyers and law firms hire me to show them how to grow and scale their practices, increase revenue and create a pipeline of ideal clients. 👉 Here you learn about: business development, personal branding, storytelling, overcoming imposter syndrome and client retention.

Too many people view client relationships as transactional. You sign a contract. Send the invoice. Close the client. But I’ve realized that the best client relationships are built on genuine personal connections. This means: - Knowing who you're working with - Understanding their days - Empathizing with them Business and life are not mutually exclusive. Asking about a client's family, hobbies, and goals shows that you care for more than just their business. The problem is that most agencies don’t understand that clients can hire anyone to do their work. They chose you. And often, not just to solve a problem. Clients want to work with great people- not just great companies. There are 5 ways that I infuse this ideology into my interactions with our clients: 1. Be yourself. You don’t need to act a certain way just because “that's expected.” Show up with the attributes that make you, you. 2. Address issues head-on with empathy and transparency. When in doubt, I’ve found being overly transparent works better than being guarded. Vulnerability engenders trust. 3. Practice active listening in meetings. Give your full attention, ask thoughtful questions, and mirror back what you hear. Make your clients feel heard and understood. 4. Spend 5 mins at the start of the meeting just chatting. It’s easy and goes a long way. 5. Share relevant articles and books, make introductions—whatever you can do to add value and show you actually care. And when they talk, really listen. Don’t just wait for your turn to speak, Hear what they’re saying. And the irony is that getting personal is how you get profitable with clients. They’ll be more likely to refer business You’ll get grace during the tough moments And they’ll be more likely to stay on longer When building relationships, aim for a trusted advisor, not an order taker.

Is this a familiar story? Someone refers you a client. You have a good call, everyone seems enthusiastic, and then, nothing. Worried you read the situation wrong, or they might be picking someone else, you start to chase. You follow up and let them know you would love the work. You send over your firm's pitch packet (and include every practice area they might ever want to know about). You email an article or two highlighting your own expertise. You connect with the entire legal team on LinkedIn (in one day). In the space of silence, you fill it by worrying and wondering whether to chase the business or walk away. I hear this story all the time from professionals who are done with this and want to have a better plan. One that is built on confidence, clarity, and comfortable patience. This plan looks like... 1. You focus on building rapport and trust with them not just in that first meeting, but over time. 2. You learn more about them by getting curious about their expertise and what they really need help with before sending over all the things about all the people. 3. You nurture the relationship and pace the communication based on the permissions you gathered in that initial call. You make sure they expect to hear from you and your next steps are aligned. 4. You continue growing and cultivating your network, rather than waiting to see if this one opportunity comes through. 5. You focus on what you love about your client relationships, practice, and expertise. You allow this to shine through. Business development becomes easy (and fun) when you replace the wonder, worry, and chase with good connections and conversations, showing authentic interest in the opportunity, and allowing what you love about what you do to shine through. You ready?#BizDeb