REALIZE THE POTENTIAL OF
AGENCY-CLIENT RELATIONSHIPS
Welcome to Rethink Client Service: commercially grounded, psychology-driven capability building that enables agencies and clients to create more value when working together.
I am an experienced agency leader, accredited psychotherapist and coach specializing in creating win-win relationships between agencies and clients – something easily overlooked in the race to deliver.
I help B2B agency leaders and teams build the mindset, systems and capabilities to retain high-value clients, unlock growth and scale strategically in the AI era I believe strong client relationships are the lifeblood of strong agencies. Client relationships can be a huge differentiator – positive or negative – and underpin how successful agencies grow their business and stop it from walking out the back door. This gets overlooked when ‘Client Service’ is taken at face value and the relationship ends up on life support. Agency leaders instinctively know what valued client relationships look like. But upskilling teams on how to create these relationships takes time that busy leaders don't have. The cost is missed growth opportunities and accounts needlessly lost. Whether you're firefighting with at-risk accounts or ready to multiply long-term value, my structured programmes deliver what busy leaders don’t have time to teach – fast.
I also help procurement upskill client teams on how to get better outcomes, maximize return on investment and minimize scope and deadline creep when working with their agencies.
Agency leaders:
How can Rethink Client Service help?
A modular programme of focused sessions that don’t waste time and deliver immediate results.
Practical ways to retain, grow and scale business based on proven commercial and psychological principles.
Gain skills to act on every opportunity to add value and minimize the risk of losing business.
Learn where and how AI can enhance client confidence, expand accounts and improve NPS.
Strengthen the differentiating human skills AI can't replace.
Flexible scheduling tailored to the availability and business needs of single agency teams.
“We need to lock in the clients we can’t afford to lose”
Best for:
New or at-risk accounts
Early-stage and growing teams
Leaders firefighting issues
Module 1
SECURE
Secure the work. Strengthen the relationship. Stop business walking out the door.
When agencies scale, client service often breaks before strategy. Without a professional approach, accounts are lost, reputations suffer and revenue becomes unpredictable. This module helps build the hard-to-teach mindset and behaviours that protect business and deepen trust before problems escalate. Equip teams to act like client partners, not just delivery experts – so clients stay, grow and advocate.
“Clients love our work but we’re missing chances to grow with them”
Best for:
Quick revenue wins
Rising stars
Developing teams beyond delivery
Module 2
GROW
Grow revenue by creating real client value. Spot and act on opportunities others miss.
Technically strong teams often manage clients like projects, missing commercial opportunities. Without the skills to identify and communicate value, proactive account development depends on a few star performers. This module equips everyone to think strategically, act commercially and turn client challenges into revenue without years of learning how.
“We need an agency-wide approach to long-term client development”
Best for:
Planned long-term growth
Account leads
Agencies scaling strategically
Module 3
MULTIPLY
Multiply client lifetime value with a planned, scalable account development strategy.
Opportunistic growth eventually dries up. Without insight, systems and accountability, success depends on circumstance not scalable processes. This module embeds Key Account Management principles and entrepreneurial thinking across your team via a quantifiable strategic client development process that informs forecasting and supports accountability.
Multi-session programme delivered over 5 months.
Includes business immersion, client feedback and review, account planning process and workshop, 1:1 coaching and problem solving.
Tailored content from SECURE and GROW modules (must be purchased together with MULTIPLY).
Up to 8 participants across 5 key accounts.
For single-agency teams.