What’s The Secret Account Director about?
You don’t know what you don’t know, and that’s ok
Over the last 5 years, the stress levels within agencies have increased. There’s an underlying tension and pressure to do more work than before, meet higher expectations and contribute to an ever-changing bottom line.
Across agencies there are:
➔ Tighter budgets, but more demanding clients
➔ Hybrid working means fewer opportunities to see how others get the job done
➔ Less time to spend on skills training
➔ Increased pressure on teams due to recruitment challenges
➔ Low team morale as a result of high staff turnover
➔ Greater financial reporting requirements due to commercial instability.
That means Junior Account Handlers are being put in situations they aren’t experienced in or equipped to handle.
Time stretched seniors know that they aren’t training their junior staff, they know the impact this could, and is having on their client service standards. They also know that their team could be amazing, if they just had the time to teach them.
For juniors they’re getting their advice from somewhere, and that quite often isn't their managers. Without knowing what information they’re being fed it’s easy for bad habits to be developed and the focus to slip from delivering best practice as often they just don’t know what that is.
We could accept the situation and do nothing, or we could start a change.
Introducing The Secret Account Director
The Secret Account Director partners with agencies to revolutionise what Client Services excellence will look like in the future. Working with agency leadership, we co-create a unique training and mentoring solution with time-stretched seniors who recognise their team’s potential and want to level them up. Because empowered and confident account handlers are crucial to delivering truly exceptional work for your clients.
Create your solution with The Secret Account Director, today.
Why The Secret Account Director is different
At some point, all of us have questioned how we performed in a meeting, tried to understand what questions we needed to ask a client, and even tried to decode a confusing email from a client. We’ve all been there.
At The Secret Account Director, we’re here to share the load. To provide an opportunity for junior staff to put their hand up and ask a question that they don’t want to ask their manager or their peers for fear of looking silly.
For some agencies that might be tailored or The Secret Account Director standard training packages and for others ongoing implementation support. Whatever your needs, we can create the solution to set you on the path to Client Services excellence.
There are no silly questions, no assumptions, no criticisms, no wrong answers.
We’re here to provide the solution free from judgement.
WE EMPOWER
If your team succeeds, the agency succeeds. Our goal is to provide support so that others can do their best work.
Their success is our purpose.
Everyone is on their learning journey - including The Secret Account Director. We’re here to celebrate mistakes as opportunities to learn and want to share that mindset.
Sally | The Secret Account Director
I'm on a mission to embed Client SERVICEs excellence at the heart of all agencies by ensuring everyone knows what that looks like.
Who can benefit from working with The Secret Account Director
The beauty of The Secret Account Director is that everyone benefits. We work directly with your Junior Account Handlers as their Client Services coach, empowering them with knowledge and helping them to thrive in the agency and their careers.
But through doing that the agency benefits, your clients benefit and the ripple effect spreads far and wide.
Take a look at how to work with The Secret Account Director
SUPPORT YOU CAN RELY ON
Sometimes you need an experienced outsider to give you permission to put your hands up and ask the things it’s been assumed you know. That learning journey never stops, and it shouldn’t stop. But it needs to happen in a supportive environment where senior leaders are openly committed to raising standards.
Taking that first step as an agency to develop your junior staff and strive towards Client Services excellence can be as easy as sending an email.