Happy Clients

Something’s been quietly shifting in agency life.

It’s not dramatic, but the effects are starting to be felt. Clients are becoming more cautious. Budgets are tighter. Retainers are shorter. More work is project-based. Fewer people want to step outside the box of their Zoom call and meet at the pub. Everyone is busy. Everyone is stretched.

And relationships feel … thinner.

Harder to build.

Client services has quietly become one of the most important parts of an agency – but it’s still often treated like a delivery role instead of a commercial one.

The reality is that growth isn’t coming from flashy new business wins. It’s coming from retention. From expanding existing accounts. From being the partner clients trust when things get complicated.

That trust doesn’t happen by accident. That’s what we’re here to figure out.

It comes from better onboarding. From asking sharper questions. From having the confidence to challenge a brief. From starting renewal conversations long before the contract ends. From knowing your client’s entire world – not just their project.

At Happy Clients, we’re going to talk about all of this.

• How do you grow accounts without the awkward ‘selling’ tone?
• How do you build meaningful relationships in short-term project work?
• What does strategic partnership actually look like in practice?
• And where does AI help client services – and where does it just add unnecessary noise?

This isn’t about shmoozing or taking clients out for drinks (although that might still help).

It’s about building relationships that are strong enough to handle pressure, procurement reviews, feedback, and change.

The agencies that thrive won’t just deliver good work. They’ll build relationships that last around it.