It’s true that we are in a time where technology is moving fast and how we work is changing. In environments like this, I think it becomes even more important to keep some things consistent and non-negotiable in how we show up for clients. Yes, we can pivot, learn, and innovate, but while doing so, it’s so important at times to go back to items that feel simple, but can easily get lost in the rush. Here are four practices that I think are core to good client services that should remain central to business, no matter what the work is, or how it gets done.

Client Services Core Principles

1. Care

Take ownership of the work

This seems simple, but it’s so important, and is often the thing that sets one team apart from another. If you take ownership of the work being done, it impacts every element of your project from start to finish. Are you doing your best work? Are you asking questions when needed? Are you building time for the right amount of review and testing to ensure the quality of output is right? If you are comfortable and happy to stamp your name on your work, that level of commitment will show up in the output.

2. Clarity

Don’t leave your clients guessing

I stand by this one all the time. Communication is key. Things change, there are at times factors outside of your control, you may not have all the answers. But if you communicate clearly and with transparency, trust is built. A short quick status update can make a huge impact. Checking in before a meeting to ask “do you have everything you need from me/my team?” Leaving too much space and time between check-ins lets the client fill in the blanks, and it is not always with the answer you would want.

3. Presence

Know your role in the room

Meetings can be such a polarizing topic. We have all be in the “that meeting should have been an email or Teams chat” place, we have also been in the situation of being called on or out in a meeting by being underprepared. This can’t be solved for every time, but taking the time at the start and end of each day to look ahead in your calendar and make sure you can answer the following questions for each meeting: Is this my meeting and if yes, have I provided an agenda and clear expectations to people joining what is expected of them and what our ideal meeting outcomes are? Is this not my meeting, but do I know the role I am expected to play and is there anything I need to have prepared in advance to be ready and share? If the answer is no across any of these, clarifying questions should be asked to mitigate showing up underprepared for a meeting.

4. Connection

It’s about more than the next deliverable

Everyone is busy. Taking 10 minutes at the beginning of every meeting to talk about the weather or latest sporting event might not always be the best use of time. However, it is important to remember that taking the (right) time to build strong working relationships does involve at times talking about things not directly related to the work. This goes a long way in building trust with a client, and it makes the decision to say yes even easier when future project opportunities arise.

Tools will keep evolving. So will the way teams collaborate, the platforms we work in, and the shape of the work itself. But the fundamentals of good client services including care, clarity, presence, and connection do not phase out with new technology. If anything, a consistent approach in times of rapid change is what sets one team apart from another and drives lasting client trust.