Small Businesses: Show Customer Appreciation by Recognizing Your Customers Online

Showing appreciation for clients and customers comes in many forms.  Some industries have it figured out, and instead of getting creative, they just follow trends. 

For example, large retail outlets have, “Customer Appreciation Days” that give customers up to 20 percent or 30 percent off their purchases.  Restaurants have customer loyalty cards that give you a free sandwich (after you have already bought say 10).  To most people, these seem like great deals, and in many cases, they are.  If you are a regular at a certain restaurant, then the free sandwich is fun to work towards.  Or if you have had your eye on a specific product that you can now purchase thanks to a double-digit discount, then it is truly helpful.

But what about small to mid-size companies that don’t have the funds to give away free product, or are working on such small margins that a reasonable percentage discount would leave them with almost no profit at all? 

These are the companies that need to take advantage of the network they have built online.

What it means to recognize your customers online.

You can recognize your customers any number of ways online.  These methods include the Twitter “shout out“, an interview that you post on your blog, or even a link on your Facebook Fan Page.  If you are in the B-to-B world, you can write a short note or post about what the client does and link to their site.

They will appreciate it.

Being acknowledged online is an important part of any social media strategy.  The more mentions you get, the more links that go to your blog, Facebook page, or Twitter account, the more followers you will get and the bigger your network becomes.

Give and thou shall receive.

Ever heard of #FollowFriday or #FF?  If not, then check out the top-trending topics on Twitter any Friday, and those will be right near the top.  It’s a lot of people giving shout outs to others that they think are interesting or to repay them because they got a shout out first.  Acknowledging your clients will have a similar result.  They will appreciate that you recognized them, and they will let their network know where to look and find their name.

Recognize your customers online regularly- not just when you are trying to push a product or launch a new campaign.  Build relationships with your customers and your fans online, watch how much your engagement increases, and you will begin to realize how beneficial social media really is.

When Is The Right Time To Fire a Client?

Yes, I said it. Firing a client. Sounds completely crazy, especially in this economic environment, right? Shouldn’t agencies cling on to any piece of business they have and take anything and everything that comes through the door? Not really, and I’ll explain why.

First, this isn’t an easy topic to tackle, and for many reasons. The first thing that popped into my head is that we – people who are a part of advertising, marketing, public relations, branding agencies – are often the ones who are lined up in front of the firing squad and are the ones being fired. Agree? With that said, there are also many intricate details and different scenarios involved with individual accounts that we could write an entire book on the topic. For simplicity purposes, as well as some food for starting a conversation, I’m keeing things simple.

To get started, it’s also worth prefacing all of this by saying that I recently had the experience of letting go of a client. After being involved in this industry for close to ten years I felt weird after the experience. Those of you who have been through this probably have shared some of the same mixed emotions I had. Was it the right thing to do? What if this particular client becomes the next mega-brand? Will it come back to haunt me, my colleagues and my company? Will they talk bad about us?  It’s doubtful, but those possibilities do exist and it really doesn’t make the decision or the experience any easier. I googled this topic to death and found all sorts of interesting things. To keep it short, I whittled it down, reinterpreted it and am sharing my personal three reasons. Let’s get to it.

Abusive clients

These are hands down the worst to deal with and are probably the easiest to let go of. There’s nothing worse than a client who is rude, condescending and insulting. More importantly, there’s no excuse to put up with it. It’s demoralizing for your staff and in the end, isn’t worth it. Save yourself the pain and suffering and part ways. You’ll be glad you did.

The bully

We’ve all been there and have experienced this type of client at one time or another. You know the type – the client who sits there and tells you how to do your job. Creativity is central to our world. What’s creative to one may not be to another, and a big surprise here for you, that’s quite alright. I’ve always believed that collaboration leads to the greatest ideas and campaigns. We’re all after the same thing.

Having a bully for a client is dangerous territory to live in. What this person really needs is an assistant who will do everything they say. Falling into this trap results in satiating a person who just doesn’t know any better. Remember this — you hire a mechanic to fix your car because they have the expertise. The same rules apply here. Taking orders from the bully client is no different than working the front lines of a fast-food joint. Do you want to make it a king size meal for just a quarter more, sir?

Maybe it’s time to say goodbye.

The cheapskate who will never see the value

This is a real tricky one because it ultimately leads to the question “why did you bother to hire us?” It’s very difficult to work with a client who just doesn’t see the value in it and, at the same time, wants it all for the lowest price possible. It can be exhausting and frustrating.

As crazy as this may sound, it’s often times the agency’s fault, especially with fee clients. What clients don’t know is that it takes time to learn the client’s particular business, train the staff, learn the process, build the relationship and so forth. More often than not, the agency over-services the client and, again, the client doesn’t see this. That leads to a client who will seek more and more work from you. In this situation, it’s imperative that agencies estimate retainers (or project fees) as close as possible and communicate on a regular basis regarding the amount of time going into the account. If this doesn’t happen, what ensues is a dangerous client-agency relationship involving doing the work for rock bottom prices. Not good.

As I mentioned earlier, it can be exhausting. Going round and round with ideas and wasting everyone’s time is no fun. It’s even less fun when the client thinks it should be free, steals the idea and does it on their own. Shame on them.

If your client still doesn’t “get it”, then it needs to be asked: Why did you hire us in the first place?

So with all of this said, I hope it leads to some insight for you as a professional and maybe something you can share with your own agency staff. I’ve also included a video that I blogged about earlier in the year but it’s worth watching again. Enjoy the show, but for now, let’s start the talk:  When is it time to part ways with a client?

Social Media Analysis: Understanding Your Client

My most recent client project has been to put together a social media analysis. What this means is that I go through a thorough process that helps me to identify the conversations and the influencers online, and then I quantify it.

Sometimes the quantity is comments, sometimes it is hash tags, and in some cases the number is based solely on traffic. Whatever is most realistic, and can represent what the client is looking for will be the focus of my presentation. This post is not about the number I find, or the social media analysis process. This post is about how much I learn about my client’s industry while going through the analysis.

As part of the account team, it is my job to do my research, and learn as much as I can about the client and their industry. The way I typically learn it is through trade magazines and newspaper articles. This is the standard approach, and I read great information, but I also come across a lot of jargon that I don’t always understand. Sometimes this hurts my knowledge of the company or their industry because of the amount of time I spend trying to learn their language.

When I perform a social media analysis however, I am able to learn about the industry, and in some cases, the client on a more intimate level. I get to learn about them from their customer’s perspective. This approach has taught me more then I would ever learn in a trade magazine or any other large publication.

Another major benefit of performing the social media analysis is the fact that I get to ask questions. I can ask these questions as myself, or anonymously. Either way I am able to gain valuable information and feedback without having to waste any time.

Performing the social media analysis, and then putting together a report is going to be a huge help to your client. At the same time though, it will be a huge help to you and your team from a traditional and new media perspective.

This is a prime example of how important it is to recognize that traditional advertising and public relations are not dying, instead they are taking a new form that include social media as both a research and conversation tool.