The Importance of Client Relationships in PR
Client Relationships, like any other relationships, thrive on mutual respect, understanding, and consistent positive interaction. They begin from the moment the first interaction was initiated, whether it be customer support, a general enquiry, or marketing communications.
In public relations, an industry that is fast-paced and everchanging, where narratives and reputations are delicately crafted and managed, the importance of relationship building cannot be overlooked. At Saltwater Stone, we appreciate that the core of each successful campaign or project, and every satisfied client, is rooted in strong client relationships.
Treating every client relationship as a long-term partnership is crucial in business, and dedication and reliability in achieving both their short- and long-term goals is essential for this. Ultimately, the longevity of these relationships relies heavily on the quality of service they receive.
Why is it important to build a relationship with the client?
The bottom line is simple: better client relationships lead to better service and happier customers.
Distinct Goals
Each client is unique with distinct goals, challenges and target audiences. By nurturing strong relationships with our clients, we can gain a deeper understanding of their specific needs, which in turn, makes it easier for us to deliver tailored strategies aimed towards their target audiences. It also allows us to anticipate their needs and provide proactive solutions.
Trust & Transparency
Trust and transparency form the solid foundations of any successful relationship, professional or otherwise. It is imperative that our clients feel confident that, as their agency, we are genuinely invested in their success and can be relied upon to effectively manage their brand reputation and messaging.
Communication
As marine PR specialists, we take pride in our exceptional communication skills. We ensure our clients are constantly kept in the loop, mitigating any misunderstanding risks and building that strong foundation of trust.
What do we do to build strong client relationships?
Effective Communication
First, we listen. Effective communication begins with listening. We pay close attention to our clients’ goals, concerns, and feedback, to then tailor our PR services accordingly. We schedule regular check-ins and feedback sessions with our clients and, as stated above, always keep them in the loop. Whether its upcoming tasks and events, progress reports, or industry updates, we are reliable, consistent and ensure all lines of communication are always open.
Professional & Personal
While professionalism is important, we also recognise the importance of personal connections. After all, life happens, and work is only a fraction of it. We look forward to our catch-ups, whether over a Microsoft Teams call or at an industry event, for everything important – work-related or not. We care and take note of even the most seemingly insignificant details, like what your dog ate for breakfast last week.
Proactive Strategies
With our proactive approach, we ensure the little things don’t become big things. By anticipating the needs of our clients and addressing potential issues before they become problems, we remain reliable when it matters. Whether it is handling urgent PR content or taking advantage of a sudden media opportunity, we have our clients at the forefront of our every decision.
The return benefits of strong client relationships
Our clients are of the utmost importance to us, and with them is where our time is best spent. By investing our time into delivering exceptional services, we ensure client retention and foster client loyalty, reducing the need to constantly seek new business. Many of our clients have been with us for years, including Kongsberg Maritime, whom we have served since 2000, Ocean Signal, with us since 2010, and Karpaz Gate Marina, now in their 12th year with us since joining in 2012.
Happy clients are also often the best advocates and eager to spread the word. Some may be happy to provide testimonials and case studies, while others are happy to recommend to other new businesses.
Saltwater Stone believes that strong client relationships are the backbone of successful PR communications. By prioritising trust and transparency, proactive communication, and listening to the client’s wants, we have built strong relationships that stand the ‘test for time’. Investing in client relationships is not just good practice and essential for long-term success in the world of PR; it translates to all other industries as well.
