By Kael Henlock, Management HQ Client Services & Membership Coordinator
In association management, as with any service industry, client services are the face and first point of contact for anyone. Client service teams answer phone calls and emails, respond to emergencies, direct inquiries to the appropriate individuals, and more.
Responsibilities often involve a wide range of diverse activities, depending on the size and capacity of the associations they serve. Because they have such a broad scope, it’s imperative that they master certain skills.
Below are three key skills of top client services teams — and why they are important and invaluable to associations.
1. Empathy
When interacting with members, prospects, or clients of any kind, you don’t know what kind of experience they’re having in that moment. It might be the best day of their life — or it could be the worst. Having genuine empathy builds trust and loyalty, especially because empathy creates an environment where clients feel valued and understood.
I recognized early in my career that everyone is the main character of their own story. What this means is that people don’t necessarily see everyone else’s struggles, triumphs, or mediocre days; they tend to focus on how events affect them. Cultivating empathy often requires shifting your paradigm — or the way you view the world. My paradigm shifted when I realized that everyone is the hero or main character in their own story. It changed my thinking from, “This client is being a jerk to me,” to, “This client is stressed because of the situation and can’t regulate their emotional response right now. What can I do to help ground them and de-escalate the situation?”
Shifting your paradigm takes repetition, reminders, mistakes, and a lot of grace. Be gentle with yourself and others as you cultivate and strengthen your empathy.
2. Self-sufficient Problem Solving
Being self-sufficient in problem-solving helps maintain a healthy work environment, builds trust within the team, and strengthens your knowledge and confidence in your role. In client services, you’re constantly solving problems. Sometimes the answer is straightforward, and the issue is resolved quickly. Other times, the question is more complex, and you have to dig deeper to find a solution.
The tactic I use in these situations is to let the client know I don’t have the answer right away, but I’ll look into it and follow up once I do. I start by exhausting all possible internal resources: company files, Standard Operating Procedures, organizational websites, and so on. If I still can’t find the answer, I’ll do a Google search — especially if the issue is broad or something Google can likely help with (I’m looking at you, IT issues!). I always try to find the answer myself before reaching out to coworkers, but if I truly hit a wall, I’ll check with a colleague who might know the solution or where to find it.
Growing your confidence as a self-sufficient problem solver takes time, practice, and a mindset shift. Believing you can find the answer, leaning into your curiosity, and embracing a healthy dose of stubbornness can really motivate you when the solution isn’t immediately accessible.
3. Time Management
Time management is a skill everyone should develop — whether or not they work in client services. Building your time management skills will not only help in your career but will improve your personal life too!
I had a mentor who taught me the importance of prioritizing tasks and scheduling out the full workday calendar. When I sit down at the beginning of the day, look at what tasks I have to get done, and prioritize them, I set myself up for success by having a clear understanding of my schedule. This gives me the flexibility to restructure my schedule if a project requires, and to address any concerns that pop up throughout the day from clients.
An important tactic to cultivate time management skills involves prioritizing tasks. Tasks that are both urgent and important should be done right away. Tasks that are important but not urgent should be scheduled for later. Tasks that are urgent but not important should be completed after the urgent and important ones. Finally, tasks that are neither urgent nor important are the lowest priority and should be saved for last. I take my daily tasks and break them down into these categories. It helps to make sure that my time is spent first on the tasks that are Important and Urgent, but that I am also aware of the tasks coming up or that I will need to reach out about.
Another practice I picked up was calendar blocking. This is when you set aside time on your work calendar without meetings or interruptions. This helps to improve your focus on a task by setting the time aside and letting others know that time is dedicated to something else. Being able to look at my calendar and know that I have set aside time in the afternoon when I am most productive for more in-depth projects helps me to move those projects forward without distraction or interruption.
Across the many customer and client service jobs and organizations I have worked with, empathy, self-sufficient problem-solving, and time management are the skills I have found most important to cultivate when working within client service departments and organizations. They build the foundation for client satisfaction, which is the final goal for all client service positions.
About MHQ
Driven by the vision of a thriving, vibrant community, MHQ is a woman-owned, world-class management company that delivers customized services. Founded in 2013, MHQ has provided association management services since its inception, as well as infrastructure to organizations in a range of industries. We serve professional and trade associations, as well as government and public sector entities. For more about MHQ, visit https://www.management-hq.com/.
