If clients still treat you as their day-to-day contact, it’s easy to blame the client. But in many cases, you helped train them to expect it: you sold the work, built the relationship, answered quickly when something went sideways, and stepped around your Account...
Reference checks are a vital step in vetting your agency’s new hires. But you have to do them right, because candidates have an incentive to lie—and so do references. Why would a reference lie about an employee? If the reference likes them, they’ll present...
An agency owner asked me for help—he was overwhelmed by email at work. He felt like he needed to respond to emails immediately, or fall hopelessly behind. During our two-hour coaching call, he was worried that 100 new emails had come in. I recommended my concept of...
One agency owner reached out for help, because one of her new retainer clients was insisting the agency send someone in-person to an out-of-town meeting on less than a week’s notice. It would require a minimum of four hours travel each way, or longer if they...
A few years ago, I was driving to a speaking engagement in South Carolina when I stopped to get gas. Waiting in line for the bathroom at the gas station, I looked at large bins of over-the-counter medicine—pain relievers, antihistamines, sleep aids, etc. They were...
