Speaking specifically about this market turn, it is important to understand that normally the clients of an advertising agency , in turn, have clients; which means that all the pressure that you can feel due to the workflow, production, processes, times, deliveries, etc., is the same that each one of them feels in their respective companies.
So, being aware that in an advertising agency a crisis can be triggered at any time, for any reason, and that you have to be prepared to handle the situation, is what will allow you to return everything to calm and thus return the smile and satisfaction to the client .
Ideally, you should not wait until you have a crisis upon you to take the time to sit down and analyze and determine the points that could lead to one; however, if you find yourself in the middle of one, do not panic and take note of the following:
Points that will help you emerge victorious from a crisis in an advertising agency:
Listen to what the customer has to say:
Listen carefully to each person and take notes on what they tell you; the information they provide will allow you to detect the reason and magnitude of the problem, as well as how they expect it to be solved.
Learn more about advertising surveys.
Don't keep the customer waiting:
Handling a client's crisis is often a bit tedious and cumbersome for kenya phone number advertising agency because they may be met with a negative or defensive attitude; however, you should not leave them waiting for attention. You should consider that in that state, a minute can be an hour for the client, so you should consider it a priority to give yourself the time they need to get to know their situation.
Especially because the longer you take to attend to it, the more opportunity you give to spread the problem and in the long run this will only make the solution process longer and more complicated.
Avoid beating around the bush:
It is true that to handle a client's crisis you must adhere to the guidelines of your advertising agency; however, if you are not open to the information you receive from the client and you repeat the same answer over and over again, you will end up making the client angrier and making the problem worse.
So don't worry about finding someone to blame, that won't help you fix things, focus on the facts and what the customer told you.
Make sure that the conversation progresses, and that it becomes more pleasant and relaxed. This will help ensure that when you propose a solution, the client is in a position to see everything more objectively and value what you are proposing.
Customize your answers:
Chances are the customer's crisis came unexpectedly, meaning it may have disrupted or delayed your previously planned activities, so you might think that to simplify activities or save some time it might be a good idea to resort to automated responses; however, they are not a good idea.