“I know we made the right decision, and I’d do it again in a heartbeat,” says Jane Hunt, co-founder of digital PR agency JBH.
Many agencies face the issue of a big client causing them problems – but what do you do if things don’t improve and they’re a huge chunk of your revenue?
In Jane’s case, she made the decision to FIRE JBH’s biggest client, sacrificing a THIRD of the agency’s income, at the end of last year.
But what pushed her to the limit?
“We worked with just one manager for all three accounts of our biggest client,” says Jane. “His attitude and behaviour was quite extreme sometimes.”
The manager acted unprofessionally for months:
• He upset and manipulated junior and senior staff.
• He would tell the team how badly they were doing compared to other agencies.
• He even started setting staff their own personal KPIs.
“He was just so nasty to people,” says Jane. “It got to the point where nobody wanted to work on those accounts.”
You’ll probably face this problem yourself if you haven’t already, so join us as Jane tells us the story of her worst client experience to date, and why sometimes it’s best to put employee needs over big money targets.