I'm happy to take the fall for a misstep on my own team, but my client has gotten into the habit of offloading his own mistakes on our agency. I could use some advice on how to move forward without hurting our relationship

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Client management is a balance, you want to be personable and easy, but no matter how good the relationship gets, when things go wrong they look for a scape goat. Documentation is key to CYA and it can be done in a casaul way. “I’m going to recap our convo for the team, will CC you”, “can you send me quick email approval for the agency records”. Best of luck, never a fun spot to be in.

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Thank you. I'm definitely more of a stickler of keeping email communication well organized for ease of search. Just had to pull an email from 6+ months ago to confirm that a client pushed for a decision that turned out to be very backwards.

Having been in client service for over a decade, I've seen this happen many times. As mentioned, documentation is key. Contact reports , detailed status documents, creative briefs, approvals and emails /summaries will be your best friend. Blaming the agency is a sure way to get the account up for review, lower your success scores and drive down your scope of work assignments. Ultimately, lowering your overall YoY budgets. I don't recommend you let it continue. Your Sr. leadership team needs to be made aware of this so you can all collectively stop it from happening again. Not a fun spot but will support, you can navigate this... and be aware of the signs in the future.

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Thank you, saving this response! I definitely have an iffy feeling about this one, but not letting that anxiety get in the way of day to day work.

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