We Focus on Effective Communication
At Pro Impressions, we use effective communication to build and maintain working relationships within the company and with our clients. This does not simply mean that we’re exceptionally good at checking our email. In fact, we make it a point not to get stuck in our inboxes (Thank you, Slack.com).
At Pro Impressions:
- We are systematic about our communication.
- We schedule communication.
- We are succinct, yet detailed in our communication.
- We prioritize verbal, if not face-to-face communication.
- We make a point to leave a “paper trail”.
- We ask intelligent questions.
And perhaps most importantly, we do not shy away from conflict, always careful to speak the truth with love. That’s the way we want to be treated, so we make it a point to treat each other that way, and that includes our clients.
In day-to-day life, that means being honest when we drop the ball. We’re not perfect, but we find that our clients appreciate the transparency we offer them. Our clients stick with us through hard times like 2020 because we work with them as a team, and we deliver on our promises. That takes integrity and guts, but it also requires effective communication.
For example, once while running a Google Ads campaign for a client, we discovered a massive decline in leads. The spending on the campaign did not go down, however, and the dentist’s organic rankings were unchanged. We scoured through the marketing and discovered that somewhere along the way, the geotargeting on the campaign had been removed entirely. We were very embarrassed.
The client was far from being a micromanager and trusted us to the point of once saying, “Look, Jonathan, I trust you. If you tell me to do something, I’m going to do it.” It was painful to have to admit this blunder to the client, but we did and we reimbursed him for the ad budget and management spending for the period when the setting was incorrect. It was a failure of our management after all.
Internally, our account managers communicated that there was a problem in the lead and traffic data without using threats or a defensive attitude. Our specialists responded with a ‘message received’ and an understanding of the situation’s seriousness. They followed up with accountability and an explanation of the resolution of the issue. Management made the call to do the right thing and take financial responsibility for the problem. Our account management team passed along the accountability and transparency with professionalism.
We clearly communicated to the client what had gone wrong, how the results were impacted, and what our plan was to make things right. The client wasn’t exactly pleased with the situation but was very pleased with how we handled it.