By Andrea Kelley, Client Account Manager at Anequim
When I first joined Anequim as a call center agent, I thought it would be a temporary stop in my career. I never expected it would turn into a five-year journey that would completely reshape how I approach business relationships and client success. But the collaborative, supportive, and growth-oriented culture at Anequim gave me the tools and space to turn a job into a true career.
Over the past five years, I’ve worked with hundreds of property management companies across the U.S., all with different goals, challenges, and operating styles. Some client partnerships have gone the distance, and others have taught us hard but valuable lessons. Through it all, I’ve found that long-term success comes down to a few core principles (ones I try to practice every day).
Here are five of the most important lessons I’ve learned along the way:
One of the biggest mindset shifts I had early on was realizing that the most successful client relationships aren’t built on what we do, but on understanding what they need.
When you take the time to truly understand a client’s operations, pain points, and goals, you’re able to build a solution that fits. That’s where long-term trust begins. Whether it’s a small operational adjustment or a major shift in staffing strategy, the goal should always be to improve their business, not just explain yours.
One of my proudest client wins started with a conversation at a tradeshow. The prospective client was skeptical; he didn’t see the value in remote staffing, didn’t believe remote professionals could succeed within his tight-knit office culture. But I listened closely, identified what mattered to him, and helped him onboard a proactive team member who fit those values.
That team member ended up flying out to his office, becoming a core part of their operations, and growing with them over time. That trust wasn’t built overnight; it was earned through transparency, communication, and consistency.
Great partnerships are built on respect for the client and for the people who work with them. One of the biggest red flags I’ve learned to look out for is when someone starts treating team members like they’re disposable. That mindset creates emotional distance and breaks down communication and trust.
At Anequim, we’re not a cheap, quick-fix solution; we’re a long-term partner. When respect and communication start to slip, it’s our responsibility to have the honest conversations that can get the relationship back on track and, if needed, reevaluate if it’s not the right fit anymore.
Not every client needs the same kind of support. Some prefer quick updates and full autonomy, while others want regular check-ins and strategic collaboration. The key is being responsive to those preferences without disappearing.
We aim to be a helpful presence not just when something goes wrong, but consistently, through shared resources, relevant insights, and genuine conversations. That’s how we stay top of mind and show our value without needing to sell it.
When there’s a genuine interest in learning about each other and both sides are invested in growth, that’s when the strongest, most productive partnerships thrive.
Behind every great client relationship is a streamlined operation. In our team, we rely heavily on calendars, CRMs, and detailed notes to ensure that if one of us is unavailable, another team member can step in without missing a beat.
Consistency is what earns trust, and systems are what make consistency possible, even when managing multiple accounts.
One of the biggest advantages I’ve seen with our clients is how effectively remote professionals can support growth. We’ve seen clients double in size within a few years by keeping key team members on-site while delegating scalable tasks and strategic initiatives to remote teams. This setup allows on-site staff to stay focused on core operations while giving remote team members meaningful opportunities to grow within the organization.
It’s a model that drives better outcomes and improves team focus while also creating mutual value and long-term potential on both sides.
If I had one piece of advice for anyone just starting in client success or account management, it would be this: Focus on making your client’s life easier, not on making yourself look good.
Client success is about truly understanding your clients, showing up consistently and being reliable. Real partnerships aren’t built on big moments, but on hundreds of small ones. Show up, stay curious, and never forget there’s a human on the other side of the Zoom call.
If you ever want to talk about what makes a great partnership or how to build a high-performing team that really fits your business, let’s set up a time to chat.
I’d love to hear about your goals and see how we can help support them.
– Andrea Kelley
Client Account Manager | Anequim