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In a career that is approaching 20 years, I can honestly say I have encountered four clients that I have intensely disliked or downright hated. It’s a difficult line to walk because those feelings cannot be expressed.
Client #1: During conference calls he/she would yell and literally hang up in the middle of a conversation when solutions that were presented were not the exact solutions he/she wanted.
Client 2: Whether it was conference calls or face to face, he/she would call people the ‘R’ word if they didn’t agree with a recommendation.
Client 3: Change his/her mind every other day, pretend that direction and agreements that were in writing didn’t exist and demand immediate change and then complain about the timing related to constant changes. He/she thought they were the only client the agency should care about.
Client 4: Wanted team exclusivity even though the contract didn’t warrant it. Constantly bullied everyone and used this tactic to break people down and give in vs. adhering to contract terms. Classic example of I want way more than I’m paying for and I’ll make your life a living hell until I get what I want (without paying for it).
These people are all terrible people. One bad apple can definitely ruin an experience. In my younger years, these people caused sleepless nights and made me feel sick to my stomach. However, as I have been in this business as long as I have, they don’t scare me as much anymore.
And in almost 20 years, while these people are terrible, it’s a low percentage of bad apples. The good outweighs the bad in hindsight. In the moment, talk with your superiors. Everyone wants great work. But you have to be comfortable to turn it out.
And for what it is worth, some of these clients will never find the right collaborative partner. They’ll treat everyone like shit. Don’t take it personally.
I just had a lengthy response to you and my phone died before it posted. GAD1, thank you so much for taking the time to offer up your experiences. You are right about the importance of keeping perspective and letting some of these things outside of our control roll off us. I closed the computer for the day and will start fresh tomorrow. Thank you!
I had a client once whose family dog died.
We got her a card and wrote some b.s. in it… and then we never actually gave it to her because she was a shitty person and we all intensely disliked her.
So yeah, it happens.
TBH, this is exactly how I feel. It’s funny reading this example and having it resonate so much. I am a very “relationship led” person, so it is in my nature to tackle all problems through empathy and transparency, etc. But, damn. I’m finding myself not going the extra mile I normally would because I flat out do not want to interact with them more than is necessary. It’s so draining. I can completely see myself getting a card for one of them, putting my soul into the positive words, then leaving it in a drawer out of avoidance!
Pro
I’ve intensely disliked several over the years. Like, extremely disliked them, as people. I am not in account though.
I can see that would be extremely challenging given the role of account.
In the past I’ve had roles that weren’t on the front line of client service and totally agree— sometimes that shield from the BS is so nice.
Yeah have intensely disliked a few over the years based on their behaviour with me or in general. You just keep marching on
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(This is me marching along)
sounds like you need to find a new job.
the stress of this on you and your job isn’t worth it. you can’t do your job with this hanging over you and you health (physical and emotional) suffers.
Are you going to stay in account management or are you going to try something else?
Chief
You’re not wrong. Ask to move to different client. If they won’t let you, GTFO.
I am curious, have you ever met with this client in person for a business lunch or for an after-work drink?
I found that doing occasional in-person social meetings with clients has a major impact on agreeability. I’ve had account people tame even the grumpiest clients just by meeting them in person once for lunch.
A lot of clients seem to turn into pod people and forget that the people they're speaking to are human beings with feelings, it's awful. I think the pandemic has made this worse since many of us have never actually met our clients. Not much to be done about these monsters except shift accounts or leave, unfortunately.
Ask your manager to put you on a different account?
Sounds like burnout. I don’t blame you.
You don’t have to like the clients, but if you can’t find anything you like about providing service you should take it as a sign that you need a change.
The satisfaction you get from results, recognition, or client gratitude is so fleeting that you have to enjoy the process. Not for the clients, the company, but your own satisfaction.
I say this as someone who woke up recently and realized that I had let my reaction to other peoples behaviour make me into a cyclical person I didn’t like very much and who wasn’t very fun to be around.
Thanks, SD2. Yes, agree change is needed. Working on it!
I’ve had a client I could effing stand, and it’s a good thing I’m in strategy because if I were on the account side, I definitely would have quit…like almost everyone on the account side did.
Something about Marketing/Advertising seems to attract and promote absolutely terrible people, but most are pretty decent. The worst I ever had was actually in the cutesy/lovey children's entertainment space. The They were absolutely horrible excuses for human beings and we couldn't wait to fire them, but we couldn't afford to. That said, If you hate your clients, find another job. Life's too fn short to work for a-holes.
My client was Caitlyn Jenner. I win this round.
Something about Marketing/Advertising seems to attract and promote absolutely terrible people, but most are pretty decent. The worst I ever had was actually in the cutesy/lovey children's entertainment space. The They were absolutely horrible excuses for human beings and we couldn't wait to fire them, but we couldn't afford to. That said, If you hate your clients, find another job. Life's too fn short to work for a-holes.