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MBM’s Guide to Account Management

Author: Myk Baxter

Being an account manager is a role that must be delivered with drive, confidence and authority – whether you are dealing with a client or a member of the general public. 

Should you find yourself in these shoes, or simply be seeking some advice on how to grow further into your role, today, MBM’s account manager Hannah Stocker will teach you her top tips on how to deliver top-notch service. 

Keep reading to learn more. 

Stay organised

Organisation is key, especially when it comes to project management, whether it be big or small. However, during chaotic periods, such as Christmas, this can be easier said than done. 

To ensure your emails are kept on top of, I advise creating folders within your email account for each client or service. For example, using the labels tool within Gmail, which allows you to easily drag and drop your threads. 

I also cannot stress enough the importance of using lists (either digital or handwritten) to break down when updates are required or for noting important information from your telephone communications. 

Keep things firm but fair

As a service manager, you may sometimes find yourself in a testing situation where you may become hot-headed but remember the importance of taking a step back and assessing the situation rather than jumping in with an immediate response that you may later regret. 

In these scenarios, I suggest responding with an email (or call if needed) that is diplomatic and fair to both parties whilst staying true to your business morals – after all, they are heavily reliant upon you to keep things afloat. 

Be responsive

Whether your client/or customer has a lot of or little patience, no one can be expected to wait hours (or days) for an email response so remember to check and clear your inbox regularly and action any requests or comments swiftly. You must always make every client feel they are your number one priority. 

Accept that mistakes can happen!

No one can always be perfect, and from time to time we may miscommunicate or send an email to the wrong person (which trust me has happened) but you must not feel guilty for this or allow yourself to become stressed about something that may not matter tomorrow.

When it comes to this, I will give you one of the most important pieces of advice ever shared with me – every day is a school day! 

To wrap up this post, we invite you to share your own guidance and tips with our team through our LinkedIn platform – so please drop us a message today!

 

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