Why It’s Important to BREAK UP with Tricky Clients

One bad client can make you hate your job. One bad client can make you not want to come to work. Putting up with difficult people is all part of the job – but when things start to negatively impact you and your team it’s often necessary to resign them. This is a...

The “Fewer, Bigger Clients” Model

When the pandemic hit in March 2020, Jake Third was one of four directors at Hallam, with equally shared responsibilities. Now, he’s managing director. Jake is doing two things you might find interesting. Firstly, he moved Hallam to a ‘fewer, bigger clients’ model. ​...

Do You Need a Client “Code of Conduct”?

Could setting out clear “rules of engagement” really make a difference to your relationships with clients? When Teresa Allan of The Magnus Club set up a roundtable of agency leaders last year, everybody kept talking about their tortured relationships with...

How to Communicate When Your Life Depends On It

For many people, communication as looked upon as a soft skill. But what if lives depended on your ability to listen, to communicate, to influence? Kevin Taylor is a former hostage negotiator who spent years negotiating in some of the most extreme situations – from...

Should You Have a ‘Client Success’ Director?

Mark Connolly has a job you don’t see in every agency. He’s the Specialist Works’ Client Success Director. He has no up-selling or cross-selling targets but instead, he has an ‘access all areas pass’ – and a standing brief to keep clients happy. When asked to define...