Account Management

Suggestions for handling a client organization that constantly shifts the direction & complains the agency never hits the mark, yet doesn’t recognize their changing direction is the biggest factor?

like
Reaction Icon Like
Arrow Icon
works at

Happens too often, unfortunately. A couple of thoughts: 1.) Get out of making edits to the work via revisions. This will always put you at a disadvantage. If the feedback flip flops the direction, ask for an updated brief so you all can evaluate the work based on that. If they have to re-write their marketing brief each time, they will start to understand the issue. 2.) If holding them to their brief is not possible, not only provide details meeting notes, but incorporate their feedback into the upfront of the next deck. “What we heard” or “Feedback from Round 552”. Before sharing edits, get them to say yes, they asked for these changes. Sometimes it resparks conversations, especially if there is someone more senior in the room on their end. 3.) Lastly, build in a visual of where you are in the process and what is to come. If you are on Round 17, visually represent that. It’s a passive-aggressive agency way of reminding them of the churn. Good luck!

Reaction Icon Like
like
Arrow Icon

💯✔ in terms of tactics on a day to day basis while working on what WPP said above from the more senior level folks. Also, add to your visual of where you are in the process the timeline / original timing vs current and watch them take that in

Reaction Icon Like
like
Arrow Icon

You need to get further upstream in the client org to influence the constant change in direction. It’s obviously easier said than done. The most effective way is to engage your agency c-suite and have them discuss with client leadership as part of a relationship review.

Reaction Icon Like
likesmart
Arrow Icon

☝🏾👊🏾

Reaction Icon Like
Arrow Icon

This is the norm. I haven’t had one client own their role in this circumstance. All you can do is continue to communicate and make sure senior management is stepping in at the right times to discuss the relationship and success of the work. Another way to go is start to raise the financial implications of the constant changes. I imagine change in direction is not in scope?! Clients don’t want to be charged incremental for their mistakes.

Reaction Icon Like
like
Arrow Icon

Fire them.

Reaction Icon Like
like
Arrow Icon

If the KPIs are outlined in the contract, hold them to the contracted specs.

Reaction Icon Like
Arrow Icon

Related Posts

Going through a breakup, have a work related all nighter in front of me, and tomorrow’s Valentine’s Day 🤦‍♀️ rough times

like
Reaction Icon Like
Arrow Icon

What’s big4 doing here

like
Reaction Icon Like
Arrow Icon

Touch the donkey in the ways it’s hair grows... is this well known phrase?

like
Reaction Icon Like
Arrow Icon

Going through a breakup sucks when all you see on Instagram are proposal posts 😢

like
Reaction Icon Like
Arrow Icon

Zillion beers anyone?

like
Reaction Icon Like
Arrow Icon

Just resigned from D for a VP role in tech. Excited to get off of the road in the DC area and ready to meet some good guys. Young 30’s - single W female. PM me if u want to grab a drink.

likefunny
Reaction Icon Like
Arrow Icon

SO has issues keeping it up. I’ve asked what I can do to make it easier/more enjoyable/etc. but he just has to be in a very specific mood. Understandable but disappointed as I have a higher drive

like
Reaction Icon Like
Arrow Icon

Delta club WiFi password?

like
Reaction Icon Like
Arrow Icon

In response to project Ada and the giant push for more women to get certs (👏🏼), are there any plans to recognize the women who hold the 6% of AWS certs?

likefunny
Reaction Icon Like
Arrow Icon

Can a President in their second term be impeached for something they did during their first term?

likefunny
Reaction Icon Like
Arrow Icon

Do you think considering someone your best friend requires that they also consider you as their best friend?

like
Reaction Icon Like
Arrow Icon

Been noticing some one/people had been peeing all over the toilet seats in the woman’s bathroom here in BK... please clean up after yourself.

like
Reaction Icon Like
Arrow Icon

My brother and his fiance want to go to the beach for their honeymoon, as my brother's fiance has never seen the ocean. Fellow fish, where should I send them?

like
Reaction Icon Like
Arrow Icon

How do you break up with someone when there’s no real issue? They’re great and all, you just know they aren’t the one for you?

like
Reaction Icon Like
Arrow Icon

Shows similar to The Stranger or Safe on Netflix? Really enjoyed those!

like
Reaction Icon Like
Arrow Icon

Where can a 22 year old guy meet smart and ambitious people that are business oriented?

like
Reaction Icon Like
Arrow Icon

Which hotel beds have the firmest mattress? Fish with herniated disc here. I am tired of being in pain with soft hotel beds.

like
Reaction Icon Like
Arrow Icon

How many dates do you go on before inviting someone over/accepting someone’s invite to go over to their place?

like
Reaction Icon Like
Arrow Icon

Is it just me or does anyone absolutely hate what they do

like
Reaction Icon Like
Arrow Icon

Looking an affordable (<$100) leather band watch watch with a simple face. For a man, not looking to say “I’m rich” but “functional and tasteful.” Worn with grey suits and biz-casual. Thanks for recs!

likehelpful
Reaction Icon Like
Arrow Icon

Download the app for more exclusive discussions.