Winning Clients

A new tool did a piece of client work in minutes recently on work that used to take an afternoon. The feeling that shows up after isn’t relief, it’s closer to a stomach drop, because the next thought is: what’s still actually ours to do here. I think almost every agency owner has had a […]

She lost a five year client in a fifteen minute call. No warning signs. Deadlines were on time and the quality never slipped. On paper, this was her most stable account. A few weeks ago she called me and told me the whole thing. I asked her to walk me through the year leading up […]

Some agencies do solid work and still lose clients. That can be hard to make sense of, especially when the client seemed happy, the relationship felt good, and there was no obvious blowup. And I think that is exactly why client retention deserves a deeper look. Because when a client leaves, most agency owners naturally […]

Ask any agency owner how they’ve grown, and you’ll probably hear the same thing: “Honestly? It’s all word of mouth.” And it’s true, referrals feel earned. They come from doing great work and building trust over time. But here’s the catch: when I ask what their referral system looks like, things usually go quiet. Because […]