{"id":12233,"date":"2024-06-19T18:16:20","date_gmt":"2024-06-19T12:46:20","guid":{"rendered":"https:\/\/npdigital.com\/in\/?post_type=portfolio&#038;p=12233"},"modified":"2024-06-20T11:13:57","modified_gmt":"2024-06-20T05:43:57","slug":"client-servicing-have-a-safe-landing","status":"publish","type":"portfolio","link":"https:\/\/npdigital.com\/in\/blog\/work\/client-servicing-have-a-safe-landing\/","title":{"rendered":"Client Servicing &#8211; Have a Safe Landing"},"content":{"rendered":"\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-lxe9ae96-9b396b953943dd466193f4200c964c97\">\n.avia-section.av-lxe9ae96-9b396b953943dd466193f4200c964c97{\nbackground-repeat:no-repeat;\nbackground-image:url(https:\/\/npdigital.com\/in\/wp-content\/uploads\/sites\/13\/2024\/06\/Client-Servicing-banner-300x131.png);\nbackground-position:0% 0%;\nbackground-attachment:scroll;\n}\n<\/style>\n<div id='av_section_1'  class='avia-section av-lxe9ae96-9b396b953943dd466193f4200c964c97 main_color avia-section-default avia-no-border-styling  avia-builder-el-0  el_before_av_section  avia-builder-el-first  full-width-new avia-bg-style-scroll container_wrap fullsize'  data-section-bg-repeat='no-repeat'><div class='container av-section-cont-open' ><main  role=\"main\" itemprop=\"mainContentOfPage\"  class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-12233'><div class='entry-content-wrapper clearfix'>\n<div  class='flex_column av-s9k7ft-2b12a9e98a0beb19a498e89e37da4bf5 av_three_fourth  avia-builder-el-1  avia-builder-el-no-sibling  first flex_column_div  '     ><p><section  class='av_textblock_section av-lxe9cbtl-fc887d194f81bc057f65a05e41ad52b2 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><p><span style=\"color: #ff5f29 !important\"><strong style=\"color: #ff5f29 !important\">Article<\/strong><\/span><\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-lxe9cw2n-c65944d659eb011aa648ebd0a49ef932\">\n#top .av-rotator-container.av-lxe9cw2n-c65944d659eb011aa648ebd0a49ef932{\ntext-align:left;\ncolor:#ffffff;\n}\n#top #wrap_all .av-rotator-container.av-lxe9cw2n-c65944d659eb011aa648ebd0a49ef932 .av-rotator-container-inner{\nfont-size:4vw;\n}\n<\/style>\n<div  class='av-rotator-container av-rotation-container-left av-lxe9cw2n-c65944d659eb011aa648ebd0a49ef932  avia-builder-el-3  el_after_av_textblock  avia-builder-el-last ' data-interval='5' data-animation='1'><h1 class='av-rotator-container-inner'>Client Servicing - Have a Safe Landing<span class='av-rotator-text av-rotator-multiline-off'><\/span><\/h1><\/div><\/p><\/div>\n\n<\/div><\/div><\/main><!-- close content main element --><\/div><\/div><div id='av_section_2'  class='avia-section av-kk47jd-863e078663974af53ffac9318d63f198 main_color avia-section-default avia-no-border-styling  avia-builder-el-4  el_after_av_section  el_before_av_section  avia-bg-style-scroll container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-12233'><div class='entry-content-wrapper clearfix'>\n<section  class='av_textblock_section av-lxe9fg8k-70e97080fd65944d055d8448ef135cf3 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><p><span style=\"font-weight: 400\">\u201cLadies and Gentlemen, the captain has now turned on the \u2018fasten your seatbelt sign\u2019 so please stow your luggage in the overhead compartment and fasten your seatbelts. In case the cabin pressure drops, the oxygen mask will come down and you need to wear it in this way and secure it (demonstrates how to) in case of an emergency evacuation, please follow the red strips at the bottom for your nearest exit (demonstrates the strips and pathway). Also there are 8 emergency exits in this flight, 2 in the front, 2 at the back and 4 in the middle. Please help yourself before helping others.\u201d<\/span><\/p>\n<\/div><\/section>\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-lxe9fz79-b0aafda12b6072387f0ad40afd7dbade\">\n.avia-section.av-lxe9fz79-b0aafda12b6072387f0ad40afd7dbade .av-section-color-overlay{\nopacity:0.7;\nbackground-color:#000000;\n}\n<\/style>\n<div id='av_section_3'  class='avia-section av-lxe9fz79-b0aafda12b6072387f0ad40afd7dbade main_color avia-section-default avia-no-border-styling  avia-builder-el-6  el_after_av_section  el_before_av_section  avia-bg-style-scroll av-section-color-overlay-active container_wrap fullsize'  ><div class=\"av-section-color-overlay-wrap\"><div class=\"av-section-color-overlay\"><\/div><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-12233'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-lxe9gqqo-1997d3b7355d1b90c01677b5ee9fd873\">\n#top .av_textblock_section.av-lxe9gqqo-1997d3b7355d1b90c01677b5ee9fd873 .avia_textblock{\nfont-size:20px;\ncolor:#ffffff;\n}\n<\/style>\n<section  class='av_textblock_section av-lxe9gqqo-1997d3b7355d1b90c01677b5ee9fd873 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><p><span style=\"font-weight: 400\">What does this speech help you understand about your flight? Well, it makes you realise what a grand risk it is that you are taking and that there are more chances of you not making it alive to your destination than reaching safe and sound. The airline prepares you for the worst case scenario and makes you responsible for your failure of getting out of any unforeseen situation alive.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Well, account management aka client servicing is pretty much similar, if not starkly the same. You onboard an account and that&#8217;s your cue to fasten your seatbelt and secure yourself and the account securely to the seat. Next are the oxygen masks, which are basically your KPIs and goals, failure to understand and achieve them can lead to an escalation and a termination. It depends on how you deal with them and if you are able to pre-empt the escalation and avoid it, aka dropping the oxygen masks on time and securing it and breathing into them.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">You are also asked to stow your tray tables in an upright position to ensure that they don&#8217;t hit your chest while take-off and landing, the similarity between the tray tables and your SPOC at your client\u2019s is uncanny. Your SPOC becomes your tray table and basically an extended arm of your agency and vice versa. You both ensure you are nicely packed with information and in the most comfortable position with the correct documentation and goals in mind to ensure that neither of you poke into each other and rupture your ribcage! Costing each other lives, if not careers per say.<\/span><\/p>\n<p><span style=\"font-weight: 400\">Another very important resemblance that I found while taking off for my last flight was how well equipped we are with the evacuation information. The flight attendant wants us to literally be able to open the doors and jump off in case we find the need to save ourselves. So when do you do that in client servicing? Some cue points that I have encountered in the past 1 decade<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">When the client is unsure of their goals and KPIs<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">When the client wants you to chase a KPI that is unattainable against the stipulated period of time that they have allotted. They are just setting you up for failure<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">When the client is abusive<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">When the client insists of extra work without payments<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">When the client refuses to credit you for the performance of the account and instead says stuff like \u2018this could have been achieved in any number of ways\u2019 (well then go for it!)<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">When they refuse to clear payments after 60 days of grace period (This is my personal learning from relationships that I built and was taken for granted basis the same)\u00a0<\/span><\/li>\n<li style=\"font-weight: 400\"><span style=\"font-weight: 400\">When they insist on meetings and calls post office hours and escalate when you tell them gently (but firmly) that you would not be working post a certain hour.\u00a0<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400\">Also, have you noticed how everyone immediately gets up and sighs with relief upon landing? In some countries they even clap! Yes, that is how risky this entire business is. Unless you are well equipped with your safety gears and information, aka your goals, KPIs, support of functional teams, strategy and enough knowledge about the client and their business, there is no way you are making it to the end of that runway alive! And if the account off-boards, the entire crash landing becomes your threat to life. You are responsible for the entire business growth of your client along with sustaining the account internally. Your sales team is basically the on-ground staff most of whom have never even been on a flight. They will sell you the ticket and then say \u2018have a safe flight\u2019 all the while knowing that there is a 50% chance of you not making it alive.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400\">Well we did say \u2018fasten your seatbelts and in case of an emergency\u2026\u2019 didn\u2019t we?\u00a0<\/span><\/p>\n<\/div><\/section>\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-lxltb09o-7453fe5734810088a835bede291d9907\">\n.avia-section.av-lxltb09o-7453fe5734810088a835bede291d9907{\nbackground-color:#ff5e29;\nbackground:linear-gradient( to bottom, #ff5e29, #ff5e29, #ff5e29 );\n}\n<\/style>\n<div id='av_section_4'  class='avia-section av-lxltb09o-7453fe5734810088a835bede291d9907 main_color avia-section-default avia-no-border-styling  avia-builder-el-8  el_after_av_section  avia-builder-el-last  avia-bg-style-scroll container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-12233'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-lxltc2d5-0bfb76a7f9e22bef5e3649f346cd69f4\">\n#top .av_textblock_section.av-lxltc2d5-0bfb76a7f9e22bef5e3649f346cd69f4 .avia_textblock{\nfont-size:20px;\ncolor:#ffffff;\n}\n<\/style>\n<section  class='av_textblock_section av-lxltc2d5-0bfb76a7f9e22bef5e3649f346cd69f4 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><p><b>Author Bio<\/b> &#8211; Tasneem has over a decade of experience in account management and has led key B2B &amp; B2C accounts in her term at NPDI and before that.<\/p>\n<p><a href=\"https:\/\/www.linkedin.com\/in\/tasneemcalcuttawala\/\"><span style=\"text-decoration: underline\"><em>Linkedin<\/em><\/span><\/a><\/p>\n<\/div><\/section>\n\n","protected":false},"excerpt":{"rendered":"<p>Ladies and Gentlemen, the captain has now turned on the \u2018fasten your seatbelt sign\u2019 so please stow your luggage <\/p>\n","protected":false},"featured_media":12240,"comment_status":"closed","ping_status":"closed","template":"","tags":[],"portfolio_entries":[72],"class_list":["post-12233","portfolio","type-portfolio","status-publish","has-post-thumbnail","hentry","portfolio_entries-smb"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Client Servicing - Have a Safe Landing<\/title>\n<meta name=\"description\" content=\"Discover the high stakes of account management - like fastening your seatbelt before takeoff. 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