Feeling frustrated by employee churn, unhappy clients, and major project scope creep?
I can help.
Your clients expect a 5* service.
Let’s give them it.
Client Services 101 is the junior to mid-level training + mentor programme that will transform your agency from the inside out.
Agency life is hectic. You must manage client expectations, provide brilliant briefs so delivery teams can do their best work, and ensure projects stay within budget.
For all this to work, your client services team needs to be fired up and focusing their energy where it really counts.
So why are account execs so often left behind?
Client Services 101 is a no-brainer for your agency
Upskill your junior and mid-level account handlers as they work in just 2-3 hours of training time a week
Give new starters everything they need to hit the ground running and be a valuable, engaged member of your team
Significantly improve client happiness by building strong partnerships
Reduce agency churn and ensure all teams are focusing their time and energy on where they’re most brilliant
Spend less time firefighting and more time growing the business
Stop project scope creep with efficient, effective processes
Here’s how it works
Client Services 101 is a 12-month programme developed specifically for junior and mid-level account services professionals, giving you and your team the support I wish I’d had when I was in your shoes.
Over 10 must-know modules (all virtual, of course), your account handlers will develop the skills they need to excel in their roles and become catalysts for change, delighting clients and giving delivery teams all they need to do their best work.
Participants will develop a solid foundation in client management, creative problem solving, financial smarts, and the ability to work more effectively with teams across the agency. They’ll also gain exclusive access to the Secret Account Director’s Framework, developed over decades of working in agencies big and small.
The result is more cohesive processes, better communication, briefs that hit the mark and delighted clients.
The Goodies
10 modules
with practical exercises, templates, and best practice guides
All lessons are designed to be simple to implement so participants can learn on the job and stay active and engaged throughout
weekly 1-hour group mentoring sessions
for Q&As, discussing challenging scenarios, and case studies to embed a client-centric mindset
2 1 hour mentoring sessions
focused on supporting individuals throughout the programme. Sessions are totally tailored to their ambitions and objectives
£70 a month
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12 months of support
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£70 a month | 12 months of support |
How many hours saved in presenteeism for this training to pay for itself? 🤔😉
What we're going to cover during the programme
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1: Back to Basics | The role of Client Services
Shatter misconceptions and discover the true essence of your role.
Uncover how you serve as the vital link between agency brilliance and client success.
This module will reframe your understanding of client services, positioning you as a strategic partner in the agency ecosystem.
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2. You don't know what you don't know. And that's ok
Embark on a journey of self-discovery!
Unearth your unique strengths and learn to wield them as powerful tools in your client service arsenal.
Dive deep into the often-overlooked superpowers of curiosity and empathy, and discover how they can elevate your client relationships to new heights.
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3. Mastering the art of communication
Master the art of versatile communication.
From crafting compelling emails to delivering persuasive presentations, learn to adapt your style to any situation.
Become a master of influence, inspiration, and active listening, ensuring your message always hits the mark.
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4. Building strong client partnerships
Elevate client relationships from transactional to transformational.
Develop the skills to truly understand your clients – not just as businesses, but as individuals with unique goals and challenges.
Become their trusted advisor and indispensable partner in success.
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5. Making your meetings unforgettable (for the right reasons)
Transform mundane meetings into powerful productivity engines.
Learn the art of setting clear objectives, facilitating engaging discussions, and ensuring every meeting drives tangible results.
Become known as the account handler who makes every minute count.
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6. Relationships within the agency
Master the art of internal relationship building.
Learn to transform client briefs into inspiring challenges for your team, manage upwards with finesse, and navigate tricky conversations with grace.
Become the catalyst that turns agency potential into client gold.
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7. Mastering the art of briefing
A brief is the first deliverable for any project, but it’s often the task that’s given the least attention.
Elevate the humble brief to an art form.
Learn to extract crystal-clear direction from even the most ambiguous client requests.
Master the techniques to craft briefs and briefings that inspire your team and set the stage for exceptional work.
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8. Project management for Account handlers
Orchestrate flawless project execution from brief to delivery.
Whether you're working alongside a project manager or taking the reins yourself, gain the skills to keep projects on time, on budget, and exceeding expectations at every turn.
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9. Knowing the numbers
Demystify the world of agency finances.
Gain the confidence to discuss budgets, understand how your actions impact the agency's success, and speak the language of finance with ease.
Become the account handler who balances creativity with commercial acumen.
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10. Growing your accounts without the hard sell
Discover the secret to expanding accounts without the hard sell.
Learn to spot hidden opportunities, propose value-added services, and grow your accounts organically.
Become the account handler clients trust to always have their best interests at heart.
Upon successful completion of this course, participants will:
➔ Understand the fundamental role and responsibilities of the Client Services team in an agency setting.
➔ Develop effective communication skills for client and internal interactions, meetings, and presentations.
➔ Build strong and lasting client relationships based on trust and partnership.
➔ Manage projects efficiently, from initiation and briefing to delivery and status reporting.
➔ Demonstrate commercial acumen by understanding agency financials, pricing models, and profitability analysis.
➔ Cultivate strong internal relationships and manage upward communication effectively.
➔ Master the art of briefing and translating client needs into clear project objectives.
➔ Embrace a client-centric mindset and service excellence culture.
➔ Lead and nurture team members, fostering their professional growth
The juicy details
Group sessions: Weekly 1 hour
Estimated weekly study commitment: 2 hours (study at your own pace)
Surveys before, after, and a follow-up to track progress. These will be for the individual and their line manager
KPIs: Improved scores and transformed account handler performance
Hi, I’m Sally. I’ve spent most of my career working in client services teams and still regularly freelance at agencies across the UK, and I know first-hand the challenges you and your team face.
The industry is ever-faster-paced, and you have limited time to develop your people, even though you really want to. This leads to unhappy clients, ineffective systems and processes, high attrition rates, and a whole lot of sleepless nights. Am I right?
This is exactly why I created Client Services 101. It’s the most effective way to give your teams what they need while taking the pressure off senior leadership.