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“Leadership is action, not position”

Athens, January 16th, 2018

Born in 2015 in Greece, digital agency kovald seeks to change the way of doing E-Business in Marketing and Consulting. The agency delivers innovative ideas transformed into informed strategies, which help brands to start up or achieve faster and more productive and profitable results.

The agency offers a wide array of services from developing E-Commerce and Social Media strategies to Web Development and Digital Education and Training. Behind some of those tasks is Konstantinos Lamaj, kovald’s Business Development Manager.

In an interview with TIA, Lamaj offers a sneak peek on the agency’s daily work and on the way things are run. He described how team work is managed at kovald, while giving details on how to manage the relationships with clients.

How do you motivate other members of the team to achieve more?

Our dreams take the lead every day. We like to share our vision to all members of our team and always try to support new ideas so as to make each team member feel empowered. All of us have different ideas and different ways of thinking so the only way to spread these ideas is through communication.

How do you ensure you and your team deliver or exceed customer expectations?

As we like to say, “Everyone has ideas, we just work on them!Combining experience and technology, we deliver innovative ideas transformed into informed strategies that help brands to start up or develop faster and to become more productive and profitable businesses. At the end of the day, numbers do talk anyway!

What is the best way to earn trust from customers?

Believe and you will receive! We try to understand their vision and mission and be straightforward with them on how we can join their business journey.

What are the best practices to develop excellent customer relationship?

Just like any other relationship in life, purpose is the foundation of fulfilment! We believe in what we do and we treat every customer as the most valuable because this client has chosen our company to collaborate, no other company but our company. Our brands goals become our goals.

Can you give me an example of when you have worked with multiple clients at the same time and how you managed?

We work with multiple clients all the time so we try to make priorities on the needs every client has. Sure, new projects come all the time so we must be prepared to take any opportunity but at the same time to maintain high quality service to all of our partners. We make effort, not excuses.

How do you monitor and review the delegated responsibilities?

Leadership is action, not position. A great leader should have great organizational skills in order to plan objectives and strategies that allow team members to perform optimally. Time management is also important! You must decide where to invest the company’s time and resources; which clients have a good return-on-investment; which employees need a little more mentoring, and so on.

How would you deal with an angry customer?

Again, the answer is exactly the same like any other personal relationship! Listening is the key. Sometimes an angry customer is angry not because of a mistake that you made but because he feels insecure. Try to listen, present all the progress, make them feel safe and secure again.

How do you communicate bad news?

When there is a problem, there is always a solution! When he have to address something negative to a client we already have a plan to present, to make it positive again!

Are there online publications, professionals, industry leaders you follow?

I enjoy reading articles on Business Insider, Mashable and TechCrunch.

What piece of advice would you give a recent grad looking to work in digital industry?

If you dream of success you have to work for it! But even work sometimes is not enough. You must truly love what you do. This is the only way to do great at work.

Thanks Konstantinos!

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