What Clients Want vs What Clients Need
We’ve all heard the saying, “The customer is always right”, and this is something that people in the service industry are all too familiar with. Yet we also know the frustrating feeling of a client briefing us on what they want versus what we know they need.
There can be an underlying fear of losing a client, after all, they have many choices and if we don’t give them what they want, they will switch to another agency, however, if we do give in to what they want they may still walk away without seeing results. So you’ve compromised your standing as a social media expert and you’ve still lost the client. So where exactly is the middle ground?
We “take a seat” at our clients’ tables
What we aim to do with our clients is to build a bridge between their wants and expectations, and what they need based on our expertise in social media. Now don’t get us wrong, we know that no one knows our clients’ businesses the way they do, but there is a reason why they seek us out to manage their social media.
At The Social Lamb we “take a seat at our client’s table” and do our best to empathise with our clients to understand where they are coming from. It is crucial that clients understand from the beginning that we can help them get to where they want to be, however, the route may be different to what they may have in mind. As social media experts, we pride ourselves in knowing what does and doesn’t work and we aim to steer our clients clear of social media faux pas to achieve the results they are looking for, in due time.
Educating goes a long way
For many people, social media is foreign territory. It may appear that things happen overnight on social media, but it just isn’t the case. Yes, there are those videos, posts or campaigns that go viral in a matter of minutes, but they are a drop in the ocean compared to the millions of people who are on social media. Growing on social media is all about building a relationship with your audience and gaining their trust, which takes time and consistency.
We know that clients don’t come to us with particular request’s because they are trying to be difficult (although it may feel that way lol)! They may not fully understand social media or they see things based on what they know, have heard from others or have read or experienced online. In most cases there is some educating that needs to be done on how we do things in social media, the reasons we do things the way we do and what results this will achieve vs the outcome if we do it their way.
Our goal is never to make our clients feel like they are wrong but to make them feel understood and see us as professionals in social media who they can trust. It takes courage to speak up about what a client needs instead of giving in to what they want, but the reward for both the client and ourselves is always worth it in the end.