How to Read a PR Client’s Mind


How to Read a PR Client’s Mind

How many times have you wished that you could indeed read your client’s mind? Or even better, read the mind of the prospective client?  I remember pitching a cruise ship line several years ago.  They had called me because I had the relevant experience just recently having launched a new ship.

After the preliminary niceties, it was decided that I would fly out to Seattle to meet with them to present our initial public relations program.  But first, I asked if they had a budget.  Their response was the dreaded “zero-based budget” which quite frankly means that although they probably do in fact have a budget, they don’t want to tell us because they have the misbelief that we possibly will bring the budget in for less, and then they will have “saved money.” How foolish.

So, to remove the suspense, I didn’t get the piece of business. Why? Because when the client went to the back page budget and saw the total, he screamed, “On my goodness, this is much higher than our budget.”  Now, if the potential client had only told me his budget number I would have been able to create the best public relations program at that budget number. But because I couldn’t read his mind, I came in too high and could never salvage the business.

So, what has this taught me? Here is some insight into what potential clients are thinking:

  1. Can I trust her? Remember, it’s the presenter, not the presentation that gets you hired. They want you to look them in the eye and make them believe that if they give you their business, that you can truly help to solve their problems, make them richer, sell more product, whatever.
  2. Will she be there when I need her? Back in the day, I remember a noted PR firm having mandated that their staff wear pagers even when they went to the bathroom.  Today, with everyone’s mania about not going anywhere without their cellphones, the need for a mandate has been eliminated.  Clients want to know that they can reach you anytime and anywhere.  Yup, I know, that can mean nights and weekends, but if your client has a sudden crises, like a cruise ship fire off the coast of Alaska, they want to make sure that their team is there for them.
  3. Will she be the monitor of my money? OK, so you developed a suggested budget but things happen during the implementation of a public relations program whereby you may need to spend additional monies. Don’t be an idiot and spend big money without getting client buy-in. I have never had a client tell me “no” I can’t spend that unanticipated money. I have only seen clients go ballistic when huge, unanticipated expenses come through.
  4. Will she make me look like a hero to my boss? Everyone has a boss, even the CEO who just may happen to report to his shareholders.  So, when you are hired it is your job to make him look good; to make his superiors believe that hiring a PR firm was a good and meaningful corporate spend.

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