Have an opinion, or become a puppet

It is easy for client service to fill their day aimlessly shuffling documents from one place to another. Rather than effectively adding value by carrying out negotiations and advising clients, they resemble pigeons relaying messages.

When they are expected to share an opinion or negotiate, you'll commonly hear 'I'll get back to you'. Example: Client service agree to meet a Client to discuss their requirement, and short of the cleaner, invite everyone from the Agency to attend the meeting.

In such an instance, client service lack knowledge and experience to make decisions. They rely on the Client and their own people to tell them what to do and what to say. Client service who are not in control of the project frustrate the Client and exhaust resources in the Agency. Frustrated Clients are less receptive to new ideas, and exhausted production people more likely to leave the Agency.

It is crucial client service remain in control. Client service need to be critical of Client's requests, and the contributions of others in the Agency. They recognise that behind every opinion, is someone's own agenda, which may not necessarily align to Client's or Agency's goals.

By having an opinion, client service speed up decision-making and improve the Agency's capability to complete a project. They use the opinions of those around them as a guide, not gospel.