More than almost anything else, clients want suppliers who really understand their business. And for them to keep that understanding fresh and up-to-date in a rapidly changing environment. Good service providers will put themselves in their client’s shoes to make sure they can add real value.

Strong client/supplier relationships are built on people-to-people relationships. Too few suppliers recognise the significance of this. Client service executives need to act like casting agents and make sure the right people are in the right job to give the relationship that ‘X’ factor.

Suppliers are increasingly using email and other forms of social networking to keep in touch with clients. But this won’t build sustainable relationships. Investing in ‘face time’ is absolutely essential, not only to build personal chemistry but to maintain excellent levels of service.

Clients are under more pressure than ever before, trying to squeeze more and more into already over-crowded schedules. The best suppliers will make sure they maximise every minute they have with them. That includes having a solid enough understanding of the business so they get things right first time.

More than almost anything else, clients want suppliers who really understand their business. And for them to keep that understanding fresh and up-to-date in a rapidly changing environment. Good service providers will put themselves in their client’s shoes to make sure they can add real value.

More clients are pushing for performance-related-pay (PRP) schemes with their suppliers. But too often neither they nor their suppliers are clear about how they should be set up. The best schemes are those which are custom-built, evolve over time and reflect the reality of the client/supplier relationship.