📣 Please note, these events are for Agency Hackers’ members only.

If your agency isn’t a member yet, get in touch with Anne.

Are agencies losing the art of client service?

ForKatie Pospischil, client services director at Publicis Pro, saw an opportunity to refine her team’s client services standards.

“Client service is like running a Michelin star restaurant,” says Katie. “The client should feel like everything is seamless – their glasses filled before they realise they’re empty, the linens crisply ironed. But I felt like we were starting to slip. It was feeling less Michelin star and more Little Chef.”

Her team wasn’t failing, but they were running so hard at everything that the basics started to suffer. This combined with remote working was making their client relationships more transactional, lacking genuine connection.

“We had stopped thinking. We weren’t saying sorry for basic mistakes, clients were left unresponded to, and we were coming a little bit unstuck.”

To fix it, Katie led a hard reset, investing time in rebuilding the team’s client service skills – something that had been eroded by remote working, hybrid models, and a relentless pace of work.

In this session with Katie we’ll be covering:

• The need for meaningful client relationships. “Clients are under pressure to do more with less, so relationships often take a backseat. But without them, everything gets harder,” says Katie. 
• How to humanise client interactions in a digital-first world. “When you work remotely, you miss those ‘in-between’ moments – chatting in the lift, grabbing a coffee after a meeting. Those moments matter,” says Katie. “We also need to stop being afraid of small talk. You don’t have to overshare about your life, but have a question ready for your client. Note their answer and bring it up later – it shows you’re listening and engaged.” 
• Coaching teams to be more confident. “Confidence is like a muscle – it needs to be exercised. The more you practice engaging with clients, the more natural it becomes.” 
• Escaping the transactional trap. While digital efficiency has made service slicker, it has stripped out some of the human touch. “The best client service isn’t just about delivering work; it’s about making clients feel valued and understood at every touchpoint,” explains Katie.
• Adopting a ‘Michelin Star’ approach to client service. Katie argues that agencies should aim for a premium service experience – consistent, proactive, and high-quality, rather than a purely functional, transactional one. She’ll share actionable ways to elevate client service, even without a big budget or in-person meetings.

If you’re looking to deepen client relationships and move beyond transactional interactions, this session will equip you with the tools to transform your client services model.