Part of excellent customer service is keeping on top of what’s going on with your clients and their business. But, sometimes conversations can stall or you just can’t seem to get enough information out of them. The Wellesley Hills Group released an article that is comprised of 15 open-ended questions that are guaranteed to get clients talking and you more informed of their feelings, concerns, and goals. Additionally, these questions may be used to delve deeper into a relationship with a prospect or business partner.

“As you ask any open ended questions, bare in mind that a most difficult task is not sounding too salesy when asking questions,” write article authors Mike Schultz and John Doerr. ” Find your own voice when asking the questions.”

The questions are broken down into three groups: Questions in group one help to build rapport, the second aid in learning clients’ aspirations and afflictions, and the third set of questions uncover the impact of meeting or not meeting goals. The following are the first questions, and for the second and third sets, click here.

Five Rapport Generation Questions: Ask these open ended sales questions to help you get to know your current or potential clients and establish an understanding of their current reality.

1. What’s going on in your business these days?
2. If the Wall Street Journal were to write about what was going on in your industry (or your business) in the last few months, what would they say?
3. How has your business changed in the last few years?
4. What’s it like doing your job these days?
5. Can you help me to understand what’s happening in your world these days?

Does your agency Twitter? Or have a Facebook profile? If not, your agency could be missing out on a lot of free and far-reaching promotion, networking opportunities, and chances to build strong professional relationships. Launch magazine features an article that sings the praises of social networking, citing some eye-opening numbers from Forrester Research: “”Enterprise 2.0″ applications – buttoned-up versions of the Web 2.0 apps we all know and love – will be a $4.6 billion industry by 2013. Social networks will make up the bulk of that, with nearly $2 billion invested in them.”

But mastering the art of social networking as a marketing tool is much more complex than logging on once a week and posting a tweet here and there. The article cautions that social networking needs to be done right to be effective, and like any other form of promotion, needs to be considered carefully (what is the expected ROI? Audience? Time investment?). Launch offers some really helpful insight into how businesses should approach social networking, broken down into six do’s and don’ts based on insight from social media experts and entrepreneurs. The following is the first bit of advice, and the rest can be viewed here.

Be authentic.

“If you have a stuffy, bureaucratic culture, then don’t waste your time on social network sites,” says Joel Postman, principal of California-based Socialized, a consultancy that helps companies use social media in public relations, marketing and communications. “Applying old media strategies to new media is the biggest no-no. In the corporate environment, there are so many gatekeepers. Many large companies use Twitter or Facebook like one more corporate communications vehicle. But by the time someone sees something, it’s been so massaged and filtered – it’s lifeless. Be honest and original. For smaller companies, which are typically younger and more familiar with social media etiquette, the biggest no-no is to think social networking is a miracle cure that will take the place of all other PR or marketing initiatives.”

Marketing strategist Ardath Albee wants more businesses to listen to their clients and prospects. “Surface listening,” which is based solely on self-interested gains, just won’t cut it in 2009, and she urges companies to connect with clients on a deeper level. She uses the example of companies that hear criticism and immediately seek to gain control of the conversation and put up a defense, without ever getting to the root of the clients’ issues, or even truly listening for that matter.

“Connecting with people in a way that builds engagement beyond momentary attention is critical for creating sustainable growth,” she writes in a recent article on RainToday. “People want you to solve their problems…give them a differentiating reason to buy from you by listening to what they’re saying and responding appropriately.”

So how does one become a deeper listener? The following are a few of Albee’s suggestions to improve listening:

• Don’t give in to knee-jerk reactions-wait to respond
• Show that you are considering their input when receiving feedback from clients
• Make a list of what you learn while listening for later evaluation
• Integrate yourself into conversations, rather than pouncing on criticism-Try to understand where feedback is coming from

Read Albee’s entire article for more suggestions.

Once again Thanksgiving is upon us, and while recent economic woes have put a dent in the holiday cheer of many, there are still reasons for your agency to be thankful. Most basic of all, agencies can be grateful for every client, no matter how large or small the account. Yes, building new business is imperative to the growth of an agency, but so is ensuring current accounts feel appreciated. Building strong relationships with clients is necessary for continued success.

So, maybe take a moment to thank these clients for the opportunity to help their businesses excel, as well as their continued trust and partnership. Feeling extra festive? Reach out to co-workers and thank them for their hard work and dedication!

Happy Thanksgiving!