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The key to good client servicing


A lot of interviewers will ask you this question:

"What do you think is the most important quality for this job/job role/industry?"

You will be tempted to get into the nitty-gritty and respond with "attention-to-detail", launching yourself into an anecdote about how your attention-to-detail saved the day that one time.

I'm going to tell you something our PR Director says as he pops his head in and out of brainstorms: "Dig deeper".

I know it might come off as some fortune-cookie-like philosophy that's applicable to literally anything, including a group of crazed coin-collectors with a metal detector; But give it a chance and you will not be disappointed.

So I usually answer the interviewer question with a more personal answer, my go-to answer, empathy.

You might find yourself wondering what empathy has to do with anything and you are right to think it strange and more applicable to raising teenagers.

You see, empathy is the ability to put yourself in ones shoes. Ultimately, client servicing is just that.

As much as it might seem like it, it is not about the stellar end product you deliver in the end, it is about the journey you take the client on. We are not client-servicers to come up with the most creative idea that will make us feel fuzzy inside; We're here to satisfy the business objective of our client's brand that will ultimately make them look good - that will make them feel fuzzy inside.

We all have days that are more painful than pulling out teeth - we just have to understand that so do they. The trick is to remember the movie 'Horrible Bosses' whenever your client demands something unreasonable that you don't have a choice but to deliver. Close your eyes and picture that they have a terrible boss demanding that they deliver the ultimate end result they're pushing you to achieve given an unreasonable timeline. Everyone can relate, right?

Et, Voila! Instant empathy for your client. Why is that important? Because it will help you get on with your job and deliver the end result while being pleasant to the person who's probably the reason you've skipped a sleep cycle or two, or a few hundred.

(Hopefully, if you've used this answer in an interview and not applied the theory in real life, you've chosen to use a more intelligent analogy than a Jennifer Aniston movie)

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