When Em and Jen set up Just:: they had a vision – to create an environment in which clients and agency could work together to generate fantastic ideas and deliver inventive campaigns.
Eight years on, delivering standout work and differentiated client service is still our key priority. We’ve invested in designing a client relationship model and specific training to ensure every single Justee is equipped to deliver a consistent experience for our clients.
And that fresh thinking, great chemistry and partnership working is not just something that clients “feel” at pitch – but something that marks us out as an agency day in and day out.
Our bespoke Just:: Experience model reflects the fact that as confident, collaborative and curious communications consultants, we often need to wear different “hats” to meet the diverse needs and styles of our clients – especially in a dynamic healthcare environment that is constantly changing.
The six “hats” each denote a skills/behaviours set that we believe are central to operating as a strategic partner with our clients and that we expect every Justee to consider when planning, programming and executing campaigns.
We’ve built up a shorthand around the hats called the “Ps and Cs”, developed a “toolbox” of practical tools and techniques to support Justees in delivering against them and implemented training across our agency to roll it out.
The Ps and Cs:
Consultant – A person who provides expert advice professionally
Captain – A person in command of the ship
Pathfinder – A person who goes ahead and discovers or shows others a path or way
Pacemaker – A person who sets the pace and standards of achievement for others
Champion – A person who vigorously supports a person or a cause
Pioneer – A person who is among the first to explore, research and develop a new area of knowledge or activity
The aim of the toolbox is to provide tips and techniques to help us all create and sustain working relationships that are enjoyable from both perspectives and that deliver excellent results. The content is based on feedback from our clients, collated through “Loves and Loathes”, a proactive initiative in which we asked clients what three things they love about working with agencies and what three things they don’t. A rather insightful exercise!
The response was overwhelming and gave us valuable stimulus for honing our differentiated approach to relationship management.
We all know how often personal relationships come adrift because the spark goes out. We know that counsellors and experts routinely prescribe more mystery and surprise to re-ignite what has gone flat. Client and colleague relationships are no different.
For tips on how to generate that initial spark and how to get the magic back if you feel it is fading, keep your eye out for our upcoming blog on pioneering behaviour.