{"id":19272,"date":"2016-07-19T03:32:30","date_gmt":"2016-07-19T07:32:30","guid":{"rendered":"https:\/\/www.bullhorn.com\/uk\/?p=19272"},"modified":"2019-03-01T21:26:03","modified_gmt":"2019-03-01T21:26:03","slug":"never-eat-humble-pie","status":"publish","type":"post","link":"https:\/\/www.bullhorn.com\/uk\/blog\/never-eat-humble-pie\/","title":{"rendered":"How to Never Again Eat Humble Pie for a Client"},"content":{"rendered":"

Have you ever felt embarrassed in front of a client because you were the last to know about an issue? <\/span><\/p>\n

As the individual in charge, you\u2019re supposed to have your eye on the ball. But when you\u2019re responsible for a large account, it\u2019s not always as straightforward as that. <\/span><\/p>\n

After all, the best thing about a large account is its size. Conversely, the most challenging thing about a large account is also its size! <\/span><\/p>\n

As a result, relationships within a large account are complex. With people talking across the businesses (at multiple levels), there\u2019s a strong possibility that somewhere you\u2019ll be out of the loop. It\u2019s a problem, because if you don\u2019t know what\u2019s happening, you could lose footing with your client \u2013 especially if you can\u2019t solve their issues proactively. <\/span><\/p>\n

So what\u2019s the answer?<\/span><\/p>\n

Be realistic<\/b><\/p>\n

Within small companies it can be easier to manage because the set up is more intimate. With colleagues under one roof (even in the same room) you intrinsically know what\u2019s going on. For example, you overhear conversations, have coffee break conversations, and even socialise over Friday drinks. <\/span><\/p>\n

As a result, the chances of knowing who\u2019s speaking to your customer (and what they\u2019ve said) are high. This means you can maintain a firm grip. <\/span><\/p>\n

But this level of intimacy dissolves, as a company grows in size. <\/span><\/p>\n

With departments in different rooms \u2013 even offices in different countries, you can soon lose sight of who\u2019s said what and who knows who.  And with those offices in different countries, there\u2019s the complexity of different time zones to factor in too. What if you need to know something when the person who has the answer is in bed! <\/span><\/p>\n

With information fragmented, you can feel that you have less control. And when you don\u2019t have the full picture, the chances of a mistake can increase. <\/span><\/p>\n

Is there anything you can do? <\/span><\/p>\n

Adopt radical openness<\/b><\/p>\n

If you are to keep control of a large account, you need to have sight of ALL communication and conversations that take place between your company and your client. <\/span><\/p>\n

You can\u2019t afford for your view to be filtered, distorted or \u201coptional\u201d. It\u2019s not enough for you to be \u2018CC\u2019d\u2019 or updated as per someone else\u2019s agenda. After all, what they deem as insignificant could be of upmost importance to you. Only you can decide because you\u2019re responsible for the client relationship and the big picture. <\/span><\/p>\n

Fortunately you can achieve radical openness with email. That\u2019s because email can help you keep that small company intimacy. After all, email does record pretty much everything: <\/span><\/p>\n