Having a Personal Stake
Every project manager has had that moment. You are in the midst of a productive day; diligently managing tasks as a multitude of projects make their way onto your desk. You are focused, and dialed into the needs of your client as you check off each completed project milestone.
But then, it happens. In an instant you receive an e-mail, or the phone rings, and your beloved client in on the line. Something has gone wrong and they need your help.
A good project manager will promptly look to resolve the problem, and being invested in the client’s process makes that task much more effective. When you are intimately familiar with what goes into a particular product, it then becomes easier to connect the dots and determine an appropriate solution. I like to call it having a personal stake.
In my two years working alongside the Southeastern Conference for XOS Digital, I’ve made it my goal to share a personal stake in the SEC’s (and our) success. Becoming “rooted” in our client’s world has served a great purpose – empowering me to fully understand their service expectations and priorities.
In our business, contributing to our clients’ successes is how we succeed. Adding a personable approach works wonders, not only in gaining and maintaining client trust with their Digital Network, but also in demonstrating that their concerns are just as important to me as they are to them. The result is that our clients see us as colleagues and not just an entity that runs a portion of their business. That connection is vital, both in times of success and in times of crisis. I know this firsthand.
It may seem like a simple philosophy, but it’s not always easy to abide by all the time. The sheer volume of our business makes it harder to maintain a personable approach. Also, not everyone has the chance to work within the same office as their client (like I do), but you can still achieve that connection despite physical distance barriers. It just requires a determined mindset, and a personal accountability process, to bring an unrivaled level of care and attention to each client.
It isn’t easy being at the forefront of an evolving business. Technology is ever changing, and being a pioneer in this industry means we do not have a roadmap to follow. Going the extra mile with your client makes a huge difference, however. It assures them that you are going to stand beside them throughout the ups and downs. Solid relationships built on trust and integrity prove to clients that you are in it with them over the long haul.
For me and my XOS team, that’s the standard we live by every day.
*Written by XOS Digital’s Eric Sanlnocencio, SEC Digital Media Director