Thirteen phrases clients hate hearing from agencies


13 easy ways to upset your client
- We're terribly sorry but Derek, our new assistant, accidentally left those confidential documents on the train
- Sorry not to have called you back, but one of my other clients is having a torrid time of late. Takes all my time at the moment.
- Your key account executive is leaving tomorrow, but don't worry, we've reassigned a new person to manage the account. We're sure you'll get on fine.
- I'll give your CEO a call to help explain things...
- It's technically not a special project, but we don't feel it falls under the retainer either. How would you feel about a special one-off fee?
- Would you really class them as a competitor? We don't think they are, but I assure you that we could manage with Chinese walls.
- Why can't you move your financial results?
- Yes, I know that's what WE agreed, but our CEO spoke directly to your chairman...
- You know those quotes that we agreed weren't quite right? Well, there's been a slight problem here and Jonny accidentally sent them to the press.
- We'd like to introduce you to our sister agency.
- Yes, I know we came up with the idea, but it seems nobody wants to go on the press trip.
- The AVEs on this campaign are amazing.
- It's time to increase your fee.