The Call That Changed It All

One misnomer in the marketing services world is that some agencies are bullet proof. They are immune from ever really needing a new business plan because they are never going to lose clients. They revel in how much their clients love them, their work and their relationship.

They will never get “the call that can change it all.”

It’s been said before every agency is one phone call away from losing a client – perhaps losing their biggest or most long-standing client.

One agency that recently reached out to us actually got that fateful phone call. In one, 30-second period two thirds of the agency billing was gone.  A new wave of leadership was bringing in their beloved set of agency teams.


Luckily for the agency’s staff, their leaders never bought into the “we’ll never get the call” philosophy. The leadership team didn’t panic so there was no reason for the staff to panic.

It’s not to say that call didn’t have impact on the agency. Without question, it did. In examining the situation from a practical side, the agency leaders felt it was an opportunity to shore up their operations and get stronger.

What this agency chose to focus on was their steadfast approach to agency new business.  They were in control and not forced to be reactive.  For them acknowledging “that call” could come long before it did proved to be a “call that did change it all.”

Liz Farquhar

As former Content Strategist, Liz helped agencies create a repeatable new business process to support their agency growth goals.