Photo by Chris Liverani
Imagine this scenario: You’re working with a new client, and things are moving fast. Emails are flying, questions are popping up from every direction – but before you know it, there’s confusion among your employees about deadlines and deliverables. Sound familiar? The problem is simple: There’s no clear point of contact.
For entrepreneurs, having a clearly established point of contact within your business is the secret ingredient to smoother communication, better organization, and stronger client relationships. Let’s explore why a point of contact is so essential, and how to spot the right person for the job.
Why You Need a Point of Contact
Establishing a single point of contact (POC) for your clients is one of the best moves you can make to ensure seamless communication. Here’s why
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- Streamlined Communication: When clients know exactly who to speak to, it removes any confusion. It also eliminates email overload. Your clients and partners won’t waste time digging through past messages trying to figure out who to follow up with. A single POC ensures the flow of information is clear and consistent.
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- Better Record Keeping: With one person handling all communication, you reduce the risk of any pesky details slipping through the cracks. Every decision, update, and note is documented in one place, making it much easier to maintain accurate records.
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- Improved Customer Service: Clients feel more valued when they have a dedicated point of contact. They see this person as their go-to ally, someone who understands their needs and is in a position to make sure their concerns are addressed quickly and effectively.
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- Fewer Miscommunications: Miscommunications often occur when too many voices are involved. By designating one point of contact, you prevent crossed wires, making certain that messages are clear and easy to follow.
Bottom line? A dedicated POC is the communication glue that holds a project together.
Photo by Charles Forerunner
How to Choose Your Point of Contact
Alright, now that we’ve established the importance of having a point of contact, the next question is: How do you choose the right person for the role? Here are three key factors to consider.
The Person
Your point of contact should strike a nice balance between expertise and availability. You’re looking for an employee who:
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- Knows your business inside and out
- Has relevant experience and authority, but isn’t so high up that their time is better used elsewhere
- Has the bandwidth to dedicate time to a few select clients without being stretched too thin
The Job
The POC’s primary role isn’t making the final call on big decisions. Instead, they connect the dots between your internal team, your external partners (like a studio or marketing agency), and your client.
Here’s what they typically handle:
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- Messaging: They send and receive all critical updates, ensuring nothing gets lost in translation.
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- Approval Relay: They’re responsible for delivering the final decisions on things like copy, design, social media schedules, and more.
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- Collaboration Management: They also work closely with the POC from the other parties to make sure information flows smoothly in any direction.
Having a dedicated POC essentially means that all the moving parts of your business projects come together effortlessly.
The Goal
Ultimately, an effective point of contact should drive efficiency and organization efforts. They’ll monitor progress, track deadlines, manage schedules, and keep an eye on key metrics. Instead of juggling multiple stakeholders, teams can simply check in with the POC to stay on task. We also refer to it as “one throat to choke” in the event that something does go wrong!
Photo by Amanda Swanepoel
Simplify Your Client Communications
Having the right point of contact can transform the way your projects run – streamlining efficiency, enhancing team organization, and keeping your clients satisfied. This is small change to how you structure communication that delivers major results.
At Smart Link Solutions, we specialize in equipping your business for the modern era. From crafting responsive web designs to enhancing your local search visibility, we provide the tools you need to stand out. With over 30 years of proven expertise, we deliver exceptional results for businesses of all sizes.
Call (866) 757 – 5100 or visit Smart Link Solutions today!