As crazy as it may sound, take a step back for a moment and think about it.

In sports, what terms do we use to define greatness in a team? We use words like building character, mental toughness, working together, setting goals and raising bars that other teams can only hope to achieve (just to mention just a few!)

Now, consider this: what terms do we use to build greatness in companies? The same ones and more!

After the Patriots won their first super bowl, and it was the first game of the next season, how did the Pats enter the field? Individually? No! The players came running out of the tunnel all together as a single unit, a TEAM!! Yes, you build teams around certain players, but in order to make it work, all the players need to buy into the culture, the foundation and philosophy of the organization. Well, isn’t that exactly what we want in every business?

We want the best players in order to assemble a team.

In companies, they are the department heads, but as important as they are individually, their departments must consist of players that buy into the culture of the company that’s woven into the fabric of every department, and thus into them as well. They all need to build off each other, grow character, help each other, and work together in order to perform at the very top of their game and kill the competition. Yes, that’s right, I said kill the competition! If not, you’re left with a weak organization that’s constantly in turmoil; no different than a number of professional teams in sports today.

Do you see the connection yet? The parallel? It’s a building process, whether it’s a company or a team, they’re one and the same- the company is the team! Or the TEAM should be the company!

In sports, you learn a lot from winning, but you learn a lot more from your losses and especially from the mistakes you’ve made along the way. That’s what builds character and creates genuine winners!

When a winning team takes the field, they’re pumped and the adrenaline is flowing. They’re looking to win again! It’s a goal that’s easier said than done: put more points on the scoreboard then the other team. In sales, we’re doing the same thing. But instead of points, it’s sales numbers. It’s attaining goals, beating the competition, doing things above and beyond what the competition is doing. It’s also providing unsurpassed customer service. We do this by depending on each person within a department, as well as people in other departments; all on your side for support, and function as a team for you and your customer, or client.

That’s enough to start the adrenaline flowing in my blood!

With all this said, I’d like to share with you a short story of unsurpassed ’service’. We’re building a website for a client. On Saturday morning, the client emails my Director of Marketing, Graeme, about a problem with a broken link on the site. Graeme knows the first thing to do is to acknowledge the problem with the client and assures him that we are on it and we’ll fix it ASAP! Graeme immediately contacts the Director of Web Development, Jesse, and apprises him of the situation. Jesse drops what he’s doing (this is now early Saturday afternoon) and fixes the problem. We then contact the client and let him know it’s all fixed. On a Saturday.

So what does this all mean? It’s really quite simple!

We’re a team! We’re a team of players that work hard to support each other and go that extra mile to provide clients with that kind of service. Does this make us a great company? No, it doesn’t. But it does tell me that we’re on the right road to success and growth for both Neal AND our clients.

This was an opportunity to really distinguish and define who we are at Neal Advertising. When there’s a problem, we look at it as an opportunity. We acknowledge the problem, resolve it quickly and wow the client! It’s all about people, culture, attitude, and teamwork. It’s also about being a trusted partner and not just a simple vendor. After all, our goal is to create raving fans!

Kudos to my team, and thank you for your support and dedication!

As part of the Account team at a small ad agency, we tend to wear a lot of hats. Whether it is helping out with a creative idea, proof reading, copy writing or analyzing campaign results, our job description is an ever-changing chameleon of advertising duties. But our most important job is the relationship with our clients.

Establishing a rapport with a client and making that client feel comfortable dealing with you is crucial. When you are working with a client, you are the face of the company. You are representing everyone in your office, from the president of the company to the receptionist. Once a solid relationship is established with a client, it must be maintained, which is true for any relationship that hopes to be long-term.

It is sometimes very difficult for the client to realize that we are working with them and have their best interest in mind. It’s not just about putting together a few new ad layouts and spending dollars. Our job goes deeper than that, we want to be a part of the team. We strive to be the marketing arm of our client’s company, helping them every step of the way.

Some key things to remember:
a)  Be friendly – when answering the office phone, greeting a client at the office, or working with your client on a daily basis. This will make your client feel comfortable when trying to reach you or anyone else in the office because it is a friendly environment. The client should not feel like they are bothering us or hesitate to pick up the phone. When coming into the office they should feel welcome and at ease.

b)  Listen to your client – always hear what the client has to say at first, even if it is negative. Negative news can be hard to handle and hard not to take  personally. Remain positive, and stay focused on the task at hand. Listen to the client’s needs and make sure they are met with your own personality thrown into it. A client might not understand all the design factors that come into play so it’s good to be open with your client about new ideas WHILE STILL making sure their needs are met.

c)      Be reliable – do what you say you are going to do. Clients will respect and admire a quick turn-around on a project. This is not to say do a rush job, never sacrifice the quality of work to get something done. This means to deliver the project when you say you are going to. Hold true to your deadlines. Make your deadlines accurate. Clients will be impressed if you deliver ahead of time. They will feel important because you are focusing on their project and it’s on the top of your mind to complete. Clients will be assured that you are going to get a project done when you say it will be done. Not only is this good for your client but good for your piece of mind. Get it finished and move onto the next goal at hand.

Remember, you want to develop business relationships that form into life-long partnerships with your clients and both parties will benefit from respectful, friendly interaction.