Not Every Client Gets to Fly First Class

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Not Every Client Gets to Fly First Class

Do the people in your firm complain about an overwhelming number of simultaneous priorities? Does every task and client request have an ASAP attached to it?  Not every client has paid the price of a first-class seat in your organization, and your organization doesn’t have the human or economic resources to lavish first-class service on clients who only paid a coach price …

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What Replaces Timesheets?

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What Replaces Timesheets?

Given the pervasiveness of time tracking in professional services, it’s understandable that even those managers who have become convinced that recording time is an ineffective way of measuring success feel at a loss when looking for a metric to replace it. This article recommends 22 of them …

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Don’t Change Your Practices, Change Your Mind

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Don’t Change Your Practices, Change Your Mind

Business professionals have a voracious appetite for the “best practices” in their industry. But transformative changes in society are always the result of changing our thinking, not changing our practices.  When we reform our paradigm — our mental map — we can’t help but change our practices …

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To Increase Agency-Client Trust, Align the Incentives

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To Increase Agency-Client Trust, Align the Incentives

The level of mutual trust between agencies and their clients is at an all-time low. There are many culprits, some historical and perennial, some temporary and episodic. The current debate over media “transparency” is a manifestation of the erosion of trust in agency-client relationships. But it is also symptomatic of the underlying cause of this mistrust …

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Stop Filling Orders and Start Solving Problems

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Stop Filling Orders and Start Solving Problems

The decline in the perceived value of advertising agencies can be closely correlated with their increasing propensity to dutifully fulfill “scopes of work” rather than proactively solve client problems. An unfortunate number of firms have forgotten that the role of the professional is to probe, question, and diagnose, not simply to provide services …

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