For some time now we’ve had the concept of holding quarterly business reviews with each of our clients. This used to take place between our operations team and the client but our team quickly discovered this wasn’t often enough. They took it upon themselves to instead hold monthly calls between them and the client, and the regular communication has worked out so much better.
Now Erik, our CEO, is the one that has the quarterly business review with the client. And, instead of meeting with the director of marketing of that company Erik meets with the owner one-on-one. Most of these reviews take place over lunch and Erik thoroughly enjoys them. During this meeting they take a deep dive into the client’s business and talk about everything from current challenges or wins to plans for expansion, goals, and doing business in general.
Erik opens up the conversation by letting them know that this is a time for them to discuss anything they want and they should feel free to be open and honest. On top of talking about the client’s business goals Erik also asks for feedback on our team and the work we’re doing. He knows clients might be reluctant to have these kinds of conversations with their account executive or the operations team, so he wants the business owner to know that they can share this information with him one-on-one.
Erik has grown to really value his quarterly business reviews with other business owners. It’s a great way to bounce ideas off one another and it’s mutually beneficial. He highly recommends giving them a try.