Healthy relationships are built on a foundation of trust and accountability. Friendships and intimate relationships thrive when each person feels heard and held. Connections flourish when expectations are established and met over and over again.
We believe the same is true in our professional relationships with our clients and colleagues. We want these relationships to be long-term and prosperous, made possible by sincere connection and confidence in us. When you are seeking a consultant, and especially in the case of a communications adviser who must understand your business and how you want your business to show up in the world, you need them to be an extension of your team. To achieve this, it requires complete trust in that relationship. For us, that trust is earned, in large part, by our commitment to accountability.
Best-selling author and lecturer Bob Proctor famously said, “Accountability is the glue that ties commitment to the result.” We are kept accountable by account management best practices including bringing detailed agendas to our meetings, delivering consistently on action items, and developing recap reports comparing our results to the goals we outlined together in prior strategic planning sessions and the resulting framework plan. Regular check-ins allow us to apprise our clients of campaign progress and fine-tune our strategies based on our clients’ updates.
Active listening is another way we remain accountable in our relationships day-in and day-out. By taking the time to listen empathetically, repeat what has been said and provide opportunity for clarification, we ensure everyone leaves a conversation or meeting on the same page, with the same expectations. By asking the right questions, we gain the context needed to do our work effectively.
These accountability measures are a key part of our success and result in a deepened trust in the client-agency relationship. As you seek opinions and guidance on a sensitive matter; as you impart confidential information before it is made public; and as you trust communications consultants to act as your representatives in meetings or with media, you want to have the utmost confidence in your partner. The trust imparted to us is a signal that we have earned the confidence of our partners. The most important indicator of our clients’ faith in our expertise and guidance is when they embrace and follow our strategic communications recommendations, and together we build a partnership that lasts for many years.
Having mutual trust is paramount, and accountability is the conduit by which we nurture that trust to accomplish communications goals together. If you are one of our partners, we are honored to have the opportunity to serve as a trusted member of your team. If you are not, we would love the opportunity to earn your trust.