How Was Your Client Service This Holiday?

January, 2010

As you work to meet your communication goals in 2010, here are a few attributes you should be able to count on from your agency:

They Know Your Business: Choose an agency that keeps abreast of current trends in healthcare. Particularly with reform legislation in the final phase, sands can shift quickly. Identifying emerging trends or changing landscapes can lead to meaningful insights beyond the usual. Your team should be comprised of seasoned communications specialists, who have an extensive background in healthcare communications and established relationships with a wide range of key stakeholders.

Partnership Mentality: The foundation to a long-term relationship is an effective and integrated partnership. Your agency should treat every aspect of your business with the attention and support they give their own and look to serve as an extension of your team. On a practical level, this means you should be able to access your core team and agency leadership when you need them. Remember, good relationships and quality service are built upon honest foundations. Expect nothing less than complete honesty—from deliverables, invoices, successes and failures.

Quality Materials: Your communiqués are a reflection of you and your company, so quality outputs are critical. This means your communications team should help you generate materials that are relevant, timely and error-free. Also, keep in mind that a thorough communications plan will take into consideration all aspects of influencer relations (including government, advocacy, policy and media – traditional and social).

Measurable Results: All programs should be designed with measurement in mind. Furthermore, at the end of every project, your agency partner should compare results with program goals and look for learnings that will help refine your strategic approach.