What are tell-tale signs that you are going to lose a client?

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You work at Havas

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They dodge calls/questions about future projects, or provide super vague answers. Lost an account in January, and all of late November/December was them just responding to issues with “we can discuss in the new year."

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Also, if your client gets a new creative head, it’s always a good idea to brace yourself.

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Engagement from senior leadership in ‘day to day’ in the weeds issues

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My top three:

Project staff is no longer allowed to engage with even lower-level clients. Everything goes through Senior leadership, even basic deliverables.

They want to renegotiate the contract and move from either retainer or time/materials to a fixed scope SOW.

Clients start bringing in a second agency to provide their thoughts and/or collaborate.

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An old but too often true adage;
“New CMO? Out you go!"

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Does your senior management (CEO, CCO, etc) suddenly care about your account? Have they been making surprise cameos in creative reviews? And started flying to client meetings they have no real role in? Have they hired an expensive account or creative lead for your team? Out of nowhere?

Does every ask feel like a fire drill?

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Dodge calls, put holds on projects, postpone testing/production.

Project pipeline starts delaying or things getting pushed. Longer more complex projects they suddenly want more documentation on/updates; if there are disagreements or awkwardness they are less focused on addressing/treat differently than you’re used to. Listen to your gut!

Has a previously hostile partner agency started being unusually nice to you?

(In short, don’t look to your clients for clues. Most of your day-to-day clients won’t know you were fired until after the deed is done.)

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Hello,
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likefunnyupliftinghelpful

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