When I used to work at The Children’s Place, a clothing store for babies and kids, customers would ask if we had a product in a specific size or any more that weren’t on display. Many times I would reply, “let me check” and I would proceed to our stock room, even if I knew that we definitely did not have any more. I would make it seem like I was going above and beyond for the customer. Often they would respond better to hearing “no” after I returned from the stock room rather than if I said it polite right after their inquiry.
Now working in advertising, I feel a parallel to how we deal with our client. In account services it is our duty to not only provide our clients what they want but also protect the expertise that they are paying for. I’ve witnessed over the past few days how well my account managers handle matching the expectations from both sides of the fence, client side and agency side. They have brilliantly shared extra steps they we are willing to take to demonstrate what lengths we will go to please the clients even it was as simple as sending an email to clarify something. I never realized how selling an idea can be almost an art and a science. It’s about knowing what makes the client understand and best knowing what the creatives were thinking.
I am definitely bummed that my supervisor will be on vacation next week but as a I’m on a very small account team, meaning there are only 2 people above me, I look forward to taking this opportunity to prove myself. As my supervisor’s will hopefully look to me for support, I plan to be on my game and ready to do anything that she may need me to do. Wish me luck!
Marissa Osowsky 