Client Relationship Management Flashcards

During a live brand activation, the client's on-site contact asks staff to start sampling a product that has not cleared venue health approval. What should the event lead do?

Answer: Calmly explain the compliance risk and escalate to get the approval or an alternative

Protecting the client from compliance and liability risk while offering solutions is part of good stewardship.

Which metric best shows the long-term health of an agency's relationship with a brand client?

Answer: Client retention and repeat-business rate

Retention and repeat business show the client keeps choosing to come back.

A Net Promoter Score (NPS) survey sent to clients after an event asks mainly about:

Answer: How likely they are to recommend the agency to others

NPS measures loyalty with one question about how likely someone is to recommend you, on a 0 to 10 scale.

A client has two internal stakeholders giving conflicting creative direction. What is the best approach?

Answer: Ask the client to name one decision-maker and set up a joint alignment meeting

Getting one approver and aligning stakeholders stops rework and mixed messages.

What is 'scope creep' in client relationship management?

Answer: Gradual, uncontrolled additions to project requirements without matching changes to budget or timeline

Scope creep is unmanaged growth in requirements that wears down budget, schedule, and margin.

When is the best time to set expectations about response times and communication channels with a new client?

Answer: During onboarding or kickoff

Setting communication rules early avoids friction and mismatched expectations.

An agency makes a mistake and an activation opens 30 minutes late. What is the best way to handle the client?

Answer: Admit it quickly, explain the fix and how you will prevent it, and offer reasonable make-goods

Owning the mistake openly and having a recovery plan rebuilds trust faster than deflecting.