Building Client Relationships in Design

The #1 mistake I see in client relationships? (It took me years to learn this) Confusing contact with connection. Most professionals think staying “top of mind” means constant contact. So they: ❌ Send generic check-ins. ❌ Ask for meetings without clear value. ❌ Share the same articles everyone else does. Then wonder why response rates keep dropping. 20+ years in client relationships has taught me: The best way to stay memorable? Show up as someone who genuinely cares about them  (and their success). Instead of asking: ❌ “How do I stay visible?” Ask: ✅ “How do I show I care?” Here are my favorite 6 ways to show you care: 1. Spot Opportunities They Might Miss ↳ Share competitor moves and market shifts before  they hear it elsewhere. 2. Be Their Connector ↳ Introduce them to people who can help them grow. 3. Offer Insights They Can Use Immediately ↳ Send relevant research they can apply right now. 4. Celebrate Their Successes ↳ Spotlight their wins like they’re your own. 5. Invite Them Into Your World ↳ Include them in events and conversations that matter. 6. Check In With a Personal Touch ↳ Reach out with no agenda, just genuine care. Here’s the truth: Most people only show up when they want something. Top performers show up because they genuinely care. Because they know when someone’s ready to buy, they don’t research who’s available. They call those who’ve already proven they care. Agree? Disagree? I’d love to hear your take on it in the comments below. ♻️ Valuable? Repost to help someone in your network. 📌 Follow Mo Bunnell for client-growth strategies that don’t feel like selling. Want the full cheat sheet? Sign up here: https://lnkd.in/e3qRVJRf 

Some of the worst advice out there... not only can you smell it a mile away, but it actually sets you back more than in propels you forward. “Fake It Till You Make It." The mentality might seem harmless... or even empowering. but here’s the truth: it’s a strategy that holds you back in the long run. When we rely on posturing or “faking it,” we create temporary value... a shaky foundation that breeds uncertainty and self-doubt over time. This approach can chip away at genuine confidence, leaving you second-guessing your abilities rather than embracing your true strengths. If you’re “kind of” believing in what you can do, it will lead to “kind of” results. And let’s be honest: no one invests in that. Here’s a path that builds lasting impact and real credibility: 1. Embrace Where You Are Right Now. Actionable Step: List out the top 3 strengths you bring to the table today. Focus on where you already add value. Use this clarity as your guide when you’re in new or challenging situations. This way, you’re building on a solid, authentic foundation... not pretending to be somewhere you’re not. Starting with a clear view of your strengths gives you a confidence rooted in reality... and equips you to approach each opportunity with authenticity. 2. Get Clear on Your Unique Value. Actionable Step: Identify one specific problem you can solve that aligns with your skills and expertise. Write it down in one sentence (e.g., “I help teams bridge strategy and execution gaps to drive measurable results.”). Use this as a go-to when you’re speaking with potential clients or partners. This clarity around your value will set you apart, making it easier for others to see why they should work with you... not just anyone who fits the role. 3. Bridge Your Gaps Authentically. Actionable Step: Acknowledge a skill or area you’re actively developing. Take one concrete action toward growth each week... whether that’s: - reading - building relationships - mentoring Share this journey with trusted colleagues or clients... without underselling yourself... so they experience your commitment to excellence and your drive to evolve. Owning both your strengths and areas for growth builds long-term credibility and shows others that you’re committed to being the best version of yourself. It’s how true leaders inspire and foster trust. And trust accelerates EVERYTHING.

When things aren’t going perfectly with clients, we’re not only brutally honest, but we’re the first to bring it up. But it took years for my co-founder and I to build up the courage. I used to be a pleaser. Terrified of having difficult conversations with clients. Worried about hurting feelings. Maybe that’s because it’s how most agencies operate—vague promises, smoke and mirrors, kicking the can down the road. Never ‘it’s our fault.’ Always ‘we're just waiting for the algorithm changes to settle’ or ‘we just need to adjust the target audience slightly’. But that approach tends to backfire. What starts out as discomfort (because everyone knows things aren’t quite going well) becomes an acid that eats through and eventually destroys the relationship. The truth is that clients aren't stupid. They wouldn’t be where they are if they were. They know when they’re being fed BS. And they deserve the truth. For example, last year, we had a client whose campaigns weren't hitting their targets. Instead of dancing around it, we told them: 'We can hit this conversion target, but only by turning on low-quality traffic that won't actually help your business long-term. Let's either set a realistic target or plan a clean transition.’ Was it uncomfortable? Absolutely.  But it led to a series of honest conversations. It also led to the kind of newfound mutual respect only unvarnished candor creates. Thoughts? Discuss.

Why Your Brilliant Ideas Get Ignored: The Hidden Psychology of Workplace Credibility Research consistently shows that workplace credibility is established within the first 30 seconds of interaction, yet many professionals struggle with being taken seriously due to presentation rather than competence. Here's what I observe coaching professionals: we focus on being right while ignoring the psychology of being heard. The credibility killers sabotaging your career:  → Apologizing before sharing ideas ("This might be wrong, but...")  → Over-explaining to prove competence instead of demonstrating confidence → Speaking in questions instead of statements ("Maybe we should consider...?") After coaching individuals for over 20 years, I’ve noticed that people often make competency judgments very quickly, and these judgments are usually based on confidence markers rather than expertise, such as strong, steady eye contact, a clear and measured speaking voice, and assured physical presence It’s a perceived authority that comes from specific behavioral signals that can be learned. Here’s a credibility framework that I use with clients and that works: 🔹 Master Decisive Communication  ➤ Replace "I think maybe we could..." with "I recommend we..." Replace questions with statements.  ↳ Tentative language signals uncertainty about your expertise. 🔹 Own Your Contributions  ➤ Start with "Based on my analysis..." Never start with apologies or disclaimers.  ↳ People respect professionals who own their expertise rather than downplay it. 🔹 Use Strategic Silence  ➤ After making a point, pause for 3 seconds instead of immediately explaining further.  ↳ Over-explaining signals insecurity. Confident professionals make their point and trust it. 🔹 Document Your Impact  ➤ Keep a weekly record of contributions and outcomes. Reference these in discussions.  ↳ Concrete examples establish credibility more quickly than generic claims about hard work. Being taken seriously isn't about fairness—it's about psychology. The most respected person understands how credibility actually works. Stop hoping your work will speak for itself. Start speaking for your work with the authority it deserves. Coaching can help; let's chat. Enjoy this? ♻️ Repost it to your network and follow Joshua Miller for more tips on coaching, leadership, career + mindset. #CareerAdvice #Leadership #ProfessionalDevelopment #Workplace #ExecutiveCoaching #Communication

✏️ Put the Pencil Down! ✏️ In the rush of daily tasks and deadlines, it’s easy to stick with the basics and simply push deliverables out the door. But at Harper + Scott, we believe that taking a step back to add thoughtful touches to every project can set us apart—and more importantly, provide real value to our clients. Here’s why this mindset is essential and how we apply it: + Show Your Reasoning: Clients don’t just want to see a product—they want to understand why it was chosen. Instead of just showing a T-shirt, tote, or hat, we take the time to create a trends page for each project. This shows our thought process, the trends that inspired us, and the data driving each selection. We believe that every piece should not only fit the brand but also carry a story that resonates. + Go Beyond the Obvious: In a crowded field, what sets a brand partner apart is that extra layer of creativity and strategy. At Harper+Scott, we approach branded merchandise as more than just products—it’s about making a lasting impression through innovation and relevance. We carefully consider how these items align with current trends, and how they reflect our client’s brand values. + Enhance Attention to Detail: Clients appreciate when you sweat the small stuff. By taking time to map out each project’s journey from concept to execution, we ensure that every aspect, down to packaging and presentation, is polished. It’s the details that show commitment, which builds trust and elevates the entire experience. + Bring Ideas to Life with Context: While anyone can pitch a product, we aim to tell a story. For every item we propose, we provide background—trends that make it timely, and insights into how it’s expected to perform. This process not only demonstrates our knowledge but also helps clients see the full picture, not just isolated items. + Deliver Lasting Value, Not Just Products! By doing the extra work upfront, we foster stronger client relationships and provide value that goes beyond the transaction. We’re not just creating a tote or T-shirt; we’re creating a narrative, an experience, and a powerful touchpoint for the brand. When you approach projects with thought, intention, and a deep understanding of the ‘why,’ it shows. And that’s a differentiator that clients remember. 🌟 #HarperandScott #Innovation #BrandedMerchandise #ClientExperience #AttentionToDetail #CreativityInBusiness

I lost a promotion for not being "available enough." I was already: • Working 60+ hours weekly • Answering emails at 11pm • Taking calls on weekends A month later, I quit. BEST decision ever. The "always available" trap destroys careers silently. You think your responsiveness is impressive. Your boss sees it as expected. Your peers start avoiding you. Your health deteriorates slowly. When you're always available, people assume: • Your time isn't valuable • Your work isn't important • Your skills aren't in demand Sometimes, the most valuable people are the least available. The playbook that changed everything for me: 1. Create scarcity. Block "deep work" time on your calendar. Turn notifications off. Don't apologize for focusing. 2. Set clear boundaries. I tell new clients: "I'm offline after 5pm and on weekends." This doesn't scare good clients away. It attracts clients who respect professionals. 3. Increase your standards. The most in-demand people have the strictest boundaries. Their time is protected. Their energy is protected. Their focus is protected. Here's what happened after I quit and set boundaries: • My hourly rate tripled • My client quality improved • My stress level plummeted • My work got dramatically better Because boundaries aren't selfish. They're strategic. What boundary do you need to establish today? ---- If this hit home, repost ♻️ it And give me a follow → Nick Maciag 🙌

Skills get you hired. Communication gets you re-hired. You can be excellent at your legal skills, but if you lack effective communication, your boat will sink — a lesson I learnt the hard way. Because one thing clients appreciate more than anything else is: 👉 “Being kept in the loop.” Example: You get hired on Tuesday. You promise to deliver by Sunday. By Saturday, 70% of the work is already done. Don’t stay silent until the deadline. Instead, drop a quick update: “I’m finalising the last stretch and will share the complete draft tomorrow.” Even better — once 50% of the work is done, send it across for feedback before you move forward. This one habit does three powerful things: ✔️ Gives clients clarity on progress ✔️ Builds real trust ✔️ Increases retention and repeat work In freelancing, communication isn’t a soft skill; it’s a business strategy. And if you want to build long-term client relationships, start here.

The day I finally understood how trust really works, everything changed for me as a CSM. In my first Customer Success role, our leader had us read a book before our team offsite: The Trusted Advisor. Short. Simple. Game-changing. Inside was something that flipped a switch for me, the Trust Equation: Credibility + Reliability + Intimacy / Self-Orientation For the first time, trust wasn’t a feeling, it was something I could build intentionally. So I made a move, and this changed how I worked with customers: I wrote each element of the equation into their account. And every engagement became a chance, an opportunity to build on trust with purpose. Here’s what that looked like in real life ✅ Credibility Know your stuff. Speak with clarity. Bring insights, not just product updates. → When a customer asks how to achieve a specific outcome in your product and you clearly walk them through 2-3 workflows that get them there. → When they ask, “What are other customers like us doing?” and you give just the right amount of relevant context and detail. ✅ Reliability Do what you say you’ll do. No surprises. No dropped balls. → You follow through after every meeting. → You send the recap. → You make the intro. → You deliver on that one thing they asked for, even if it seemed minor. ✅ Intimacy Be human. Build connection. Care about what matters to them. → You remember their kid’s name. → You know they’re prepping for a board meeting next week and ask how it’s going. → You lead with empathy, not agendas. 🚫 Self-Orientation Don’t make it about you. Ever. → You don’t flex your product knowledge to sound smart, you share what helps them win. → You don’t push your goals, you stay focused on theirs. Every CSM wants trusted relationships. Not every CSM builds them on purpose. This equation gave me a new level of intention. What’s one small way you can build more trust? ________________________ 📩 If you liked this post, you'll love The Journey. Head over to my profile and join the thousands of CS professionals who are along for the ride as I share stories and learnings going from CSM to CCO.

When I ran a HubSpot agency, I had a rule: Try. Really. Hard. To make sure you never want to leave me. Not in a creepy clingy way. More like - I will blow your mind with how good this experience is, and you’ll literally be scared to work with anyone else. Here’s how I turned one-and-done projects into multi-year love affairs: 1. The "Post-Project Panic Attack" Call Most agencies say “thanks!” and vanish after go-live. I booked a 2-week follow-up before we launched. The agenda was simple: “What’s not working?” “Where are you stuck?” “What can we own now that you didn’t know you needed?” The client always had something. That call became my retainer upsell every time. 2. Pre-Sell the Retainer… Before You Earn It During kickoff, I’d say: “We treat every project like Phase 1 of something bigger.” Then I’d show a sample roadmap: Month 1–2: Foundation Month 3–6: Optimization Month 6+: Growth engine Even if we only scoped Phase 1… I made it hard to not keep going. 3. Make It Too Good to Let Go I obsessed over stuff most people overlook: -> Shared Slack channels -> Weekly check-ins that felt like stand-ups, not status updates -> Memes in the deck -> Naming their internal tools I made myself a part of the team. The second you’re treated like internal staff, they stop asking if you’re worth it. 4. "Surprise & Serve" Moments Every project, I’d drop a bonus (that wasn't included): -> Extra guide -> Loom walkthrough -> Off-scope insights No upsell. No invoice. Just a quiet “yo, thought this might help.” They’d say “OMG THANK YOU.” And I’d say, “Imagine what you’d get if we kept working together ;) .” Relationships aren’t built with deliverables. They’re built with moments that scream: "I want this to work." I optimized for that. For being so good they’d be afraid to leave. stay Supered⚡, -matt P.S. durable by design = giving agencies advice on how to scale and win.

A client, talented and booked out, told me, “I keep landing clients who drain my time and question my value.” They weren’t attracting the wrong people by accident. Their habits were doing the heavy lifting, and not in a good way. We cleaned up their positioning, reworked their boundaries, and simplified how they communicated their value. The shift? Fewer red flags, more aligned leads, and smoother deals. I call it the Aligned Client Method. Because better clients aren’t found, they’re filtered in by how you show up. 🔸 Talking Like a Brochure • You’re polished, professional, and totally forgettable. • People don’t connect with buzzwords. They connect with real voices. Lesson Learned: Speaking with heart builds more trust than sounding like a script. The more real you sound, the more real conversations you’ll get. 🔸 Posting Only When You’re Selling • You disappear for weeks, then pop up with a pitch. • It makes people feel like they’re just a number, not a relationship. Lesson Learned: Showing up when you don’t need anything builds the trust you’ll need when you finally do. 🔸 Replying Late to Warm Leads • Someone reaches out and hears back days later. • By then, the spark’s gone and the window has closed. Lesson Learned: Quick replies show you’re ready. The faster you engage, the more momentum you keep. 🔸 Saying “Let Me Know” and Leaving It There • You give them the mic, but no direction. • Most people won’t follow up unless you lead the way. Lesson Learned: Clear next steps move things forward. Ambiguity makes people second-guess. 🔸 Trying to Please Everyone • You water your message down to avoid turning anyone off. • But that also means no one is truly drawn in. Lesson Learned: Being clear and specific may push some away, but it pulls the right ones closer. 🔸 Creating Without Listening • You post what you think they want, but you haven’t asked. • Content without audience awareness often misses the mark. Lesson Learned: When you listen first, your content stops guessing and starts resonating. 🔸 Overexplaining to Prove Your Value • You list every detail, process, and step to sound thorough. • But most clients just want to know you get it. Lesson Learned: Simplicity builds confidence. When you say less but mean more, people trust you faster. Sometimes it’s not your offer that’s the problem. It’s the patterns behind how you present it. From unclear messaging to saying yes too quickly, certain habits quietly shape the kind of clients you attract. ⸻ ♻️ REPOST if this resonated with you! ➡️ FOLLOW Rheanne Razo for more B2B growth strategies, client success, and real-world business insights.