Ever wondered why some Account Management person’s advice is taken while another is not?
The reason most often comes down to TRUST.
But trust doesn’t come easily. It has to be earned. Trust is a lot like a big, fat savings account: everyone wants it, but the only sure way to get it is to earn it. Every time you successfully deliver on a project, you’re earning it. You’re making a deposit. Every time you go beyond the client’s expectations… another deposit.
But every time you ask a client for more time, more money, or produce work that does not deliver the expected results, you’re making a withdrawal. But in the savings bank of trust, withdrawals come with a penalty. A withdrawal is typically three times a deposit. That means it’s a lot easier to lose trust than to earn it.
So manage the trust account. Be certain that everyone in the Agency is aware of the simple bookkeeping involved in the account. And if you absolutely must make a withdrawal, commit to making three deposits before accepting another withdrawal.
Having a healthy “trust” account will help the Agency operate more smoothly, particularly in rough times.