DEALING WITH CLIENTS:

Protocol demands that we must be polite to clients.  This doesn’t mean you cannot stand up for yourself.  The following are key:

1)      Respond in a timely manner via email or phone.  A phone call must be followed with an email to reiterate what you said and ensure it is correct. It is also useful for keeping others informed

2)      If you have a problem with a client you escalate it to your immediate boss and seek advice.  Always keep your boss in the know, no matter how small the problem in case they are confronted or asked. They need to be prepared

3)      When dining/drinking with clients take your cue from them.  If they order a starter then it is ok to do so.  If they offer you a drink and they are not drinking alcohol then do not ask for alcohol

4)      If they take you on a trip do not raid the mini-bar.  It is expensive and does not come with the room. Keep your costs to a minimum.

5)      Do not accept big gifts from clients – t-shirts, pens etc are ok

6)      Do not date clients – don’t need to elaborate on this

 

 

DEALING WITH MEDIA:

 

We all know they can be difficult but we need them on our side.  Building a relationship with some can be an uphill struggle. The following are key:

1)      Do find your own way of addressing them depending on how comfortable you feel with them

2)      Do call/email them from time to time to say hello.  Don’t wait until you have a release

3)      If necessary do take them out for a reasonably priced lunch or visit them in the office

4)      Try to make them recognize you as a source of information.  Turn it round so they understand that you can help them in their job

5)      Do discuss the issue of money with them so that you know where they stand.  Be subtle though – don’t bring it up when you have an event

6)      Explore ways of getting coverage for free or without directly impacting on your client’s bottomline.  Something in the way of helping them outside of work – burials, weddings etc

7)      Do not discuss your client with them

8)      If a journalist is difficult discuss ways to tackle this with your team.  Don’t go in blind

FINALLY ALWAYS CONSULT YOUR TEAM OR YOUR BOSS WHEN YOU WANT TO DO SOMETHING THAT IMPACTS YOUR CLIENT OR THE PRESS.  NEVER TAKE DECISIONS UNILATERALLY.