My grandfather was a business professor and management consultant from the 1940s to the 1980s. As an expert in Organizational Behavior—and a labor arbitrator—one of his specialties was helping companies work more cooperatively with employees. I grew up hearing stories...
If your agency does web design and development, you’ve had clients who needed post-launch support. Some clients expect free help forever. But even when your clients understand they need to pay, the “how to get paid” part can be confusing. You can...
When a client has a problem and thinks it’s your agency’s fault, you need to defuse the situation before you deny blame (even if it really isn’t your fault). It’s part of Warmth & Competence—and part of being human. In high school and...
Want this to be your agency’s best year yet? Raise your right hand and repeat after me… I will focus my time and energy on my best employees, not my worst employees. I will focus on my agency’s best clients, and fire our worst clients. I will make my...
What happens when a new client doesn’t want to pay a deposit? An agency owner came to me with a common situation—one of his new clients had pushed back against the agency’s 50% deposit policy. The underlying client said it made him feel like the agency was...
