Phelps team leaders seem to do it all — they act as the liaison between agency and client, manage day-to-day tasks to ensure client projects run smoothly and juggle the needs of their team members.
We asked several team leaders to identify their most useful habits that contribute to their client and team’s success:
1. Maintain transparent and open communications with the client and consumer
"Transparency and candor — with both consumers and clients — are two invaluable attributes for any team leader. Challenging issues often come up on accounts, and it would be easy to hide behind an email trail, not own a mistake or not address an underlying issue that can hinder effectiveness or erode the brand. A great team leader will address these issues head on — in an open, sincere, constructive way. It’s not always easy, but it results in greater respect, appreciation and trust from the client and consumers."
- Sara Nazarian, Team Leader, Panera Bread
2. Constantly learn and seek new information
"The best way to bring fresh ideas and help the client grow their business is to learn something new. It can help change your perspective of the client’s industry or inspire your team with a different approach. I make an effort to attend seminars, read books (some related to marketing, some not) and learn from other team leaders."
- Brianna Mandell, Team Leader, Santa Monica Place, Learn4Life, Natrol
3. Put yourself in the client’s shoes
"I am always aware that clients are working on a variety of other projects and that our agency work is most likely a fraction of their total responsibilities. It’s essential to imagine how they split their day— understanding their timelines and respecting their stress levels."
- Lauren Kahner, Team Leader, Tahiti Tourisme North America
4. Lead through empowerment
"A valued leader inspires and empowers team members to be the very best that they can be, while ‘guiding the ship’ with a focused vision, thoughtful feedback and clear-cut decisions."
- Jonathan Tilley, Team Leader, Public Storage
"The best team leaders overcommunicate, even at the risk of sounding repetitive by double- and triple-checking that everyone understands the client’s expectations and the team’s next steps. They keep all team members and clients in the loop by including all essential members from the beginning of a project and insist that meeting notes be captured and distributed. This ensures project elements are consistently documented and everyone is in alignment."
- Rachael Himovitz, Team Leader, Public Storage
Connie Kwon – Public Relations Coordinator