Category Archives: Customer Service

An alien perspective on client / agency relationships part 1 of 2

Let’s pretend for a second or maybe a bit longer, that we, well I,  met an alien from another planet, well is there any other sort? And fortunately as coincidence would have it, ‘it’ speaks the same language as us. … Continue reading

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It’s not about the nail

No need for words.  This work was done by Jason Healey – and I have half-inched it from here. Ever felt like that in a meeting?

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A tale of two new business folk.

A town called Cold Call. I pick up the phone to make some calls, It’s my job and boy do I know the rules. I phone around telling people we’re great, Even though it’s a cold call they’ll probably hate. … Continue reading

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All systems are go! Go new business go!

Too often when the chips are down in an agency, it’s the new business function that’s singled out for a gold old kicking. Not so much a kicking,  more of a fist pumping speech from an owner or CEO and … Continue reading

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An imaginary phone call.

The phone rings, displaying a central London telephone number. I let it ring three times, while I consider who it is likely to be. A pointless task, so I pick up, “Good morning, Teeming, how can I help you?” A … Continue reading

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Scooping the goldfish

Why did we stop doing what we were doing?  *Scoops gold fish and reads aloud.* With the world of marketing being so competitive these days, surely you have noticed too. Quite frankly an over supply of agencies all competing for … Continue reading

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The maths behind referral marketing

Most agency business growth is gained from a referral in one form or another. True? Be it you’re being referred from one company to another (external) or referral within the business (internal), to work on other brands or projects within … Continue reading

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#7 of 10 – Mistakes made in referral marketing

#7 – Know when to ask for referrals Make time to spend time with your clients at the right time! When you do this you will be able to talk about your work with them, your business and approach the … Continue reading

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#6 of 10 – Mistakes made in referral marketing

#6 –Not knowing your client’s goals and ambitions Do you really know your clients inside and out?  Usually when I pose this question during a seminar, everyone says, ‘yes, yes, of course’! Then I ask, ‘ Do you know their … Continue reading

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If the top fits

One of the most memorable days of my life was a Monday. It was the Monday after the 1980 FA Cup Final. West Ham as the underdogs defeated Arsenal 1 nil and I supported West Ham. That Monday morning going … Continue reading

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