Pr client service manual

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A good rule of thumb is PR pros should email or message every client once a day at absolute minimum. See this earlier post for more on what clients should expect from their PR agency. It may seem counterintuitive, but one of the best services PR provides is the ability to spot BS. Clients pay for our expertise and guidance in the world of media relations. Yet the occasional assistance outside the strict scope of work can do wonders for the client relationship and cement a service-oriented foundation for the long term.

Our informal research shows that while clients can be blown away by top-tier strategic thinking and impressive creativity when they shop around for PR agencies, they most often judge the agency team on simple responsiveness. A good practice is to schedule regular face-to-face meetings with clients — whether its once a quarter to go over planning initiatives or more often — perhaps in social situations.

Grab a drink if the client seems like the type, and prove yourself a presence that exists outside of the email inbox. Elevating a client relationship past the level of email creates human connection, and seeing each other as people makes client services all the more smooth. Congratulate clients on an award win. Adding a personal touch to the relationship such as a hand written Christmas card or an email about a work anniversary shows that you care, and enforces your position as the top of mind choice for your customers.