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Toolbox: Starting off well with a new client, viral video tips, more.

PR Week (US)

| September 22, 2008 | COPYRIGHT 2008 Haymarket Media, Inc. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan.  All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)Copyright

Client service

How do I begin a relationship with a new client who is jaded from working with another agency?

As the incoming agency, you'll need to immediately address the poor work of the previous firm, advises Michael Olguin, president of Formula. That starts by asking the right questions.

'It is critical to find out specifically what did and did not work during the company's previous agency relationship,' he adds. 'This will help you set a better course while allaying any concerns the client may have.'

Next, show results right away. If team members are known for their dynamic writing, established contacts with top-tier media, and out-of-the-box thinking, start pitching immediately for short-term victories.

'It's essential to establish realistic expectations,' Olguin says. 'Any client-agency relationship will fail if there is a disconnect between expectations and results.' Taking the time to align these at the start will ensure that both parties share and enjoy their success.

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