Tired of agency clients bossing you around? Build a P.E.T. Client Flywheel! Learn how to take control of the account management relationship with this actionable advice from agency expert Karl Sakas.

1. Karl Sakas | Agency Consultant | @KarlSakas

2. @KarlSakas

3. @KarlSakas
Build a
P.E.T. Client
FLYWHEEL

4. @KarlSakas
Build a P.E.T. Client FLYWHEEL
Set Your Principles
Show Empathy
Use New Tools

5. @KarlSakas
Build a P.E.T. Client FLYWHEEL
By Soylentgreen [GFDL (www.gnu.org/copyleft/fdl.html) or CC-BY-SA-3.0 (creativecommons.org/licenses/by-sa/3.0/)], via Wikimedia Commons

6. @KarlSakas

7. @KarlSakas

8. @KarlSakas
Jessica
The Difficult Client

9. @KarlSakas
Discuss
Bad Client Service

10. • Is the customer always right?
• Strategy-first?
• What’s your MLoE?
@KarlSakas
1) Set Your Priorities

11. • Terrible Client ≠ Terrible Person
• Professional & personal goals
• Assess “normal” expectations
@KarlSakas
2) Show Empathy

12. • Pre-kickoff survey
• “Strategically free”
• Reason-Options-Choose (R-O-C)
@KarlSakas
3) Use New Tools

13. @KarlSakas
"People need to be
reminded more often
than they need to be
instructed."
Samuel Johnson,
Author (1709-1784)

14. @KarlSakas
Act Out!

15. @KarlSakas
R-O-C Framework
1.
2.
3.
Cite a Reason.
Give 2-3 Options.
Let them Choose.

16. @KarlSakas
Real-World R-O-C Examples
1. Past-due client wants new, urgent work.

17. @KarlSakas
Real-World R-O-C Examples
2. They keep calling for help after launch.

18. @KarlSakas
Real-World R-O-C Examples
3. Client asks you to do something stupid.

20. @KarlSakas
Build a P.E.T. Client FLYWHEEL
Set Your Principles
Show Empathy
Use New Tools

23. @KarlSakas
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