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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, psychotherapist and coach specializing in creating win-win relationships between agencies and clients – something easily overlooked in the race to deliver.

I provide practical training and coaching that gives agency teams and leaders the tools, skills and insight needed to keep and grow high-value client relationships 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. Quickly giving your team the knowledge and capabilities that would take them years to learn on the job means freeing yourself to focus on the future of your business, rather than firefighting or pitching to replace accounts you were too stretched to save.

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 I help your teams?

Short, focused sessions that don’t waste time and deliver immediate benefits for your specific challenges.

Practical, easy-to-use client development tools based on proven commercial and psychological principles.

Gain skills to act on every opportunity to add value and minimize the risk of losing business.
Understand where and how AI can enhance client confidence, grow accounts and improve NPS.

Deepen the differentiating skills AI can't replace.

Flexible scheduling to accommodate the availability of single agency teams.

Agency Lead

"I need help securing existing client relationships"

Best for
new or at-risk accounts

Secure Your Accounts

Keep hold of clients you
don't want to lose. 


Seize every chance to build strong foundations and deepen the relationship.

                                         

Theory and practical application of how to go beyond service and retain accounts, avoid costly mistakes and immediately make a positive impact. Expert perspective on real-time client challenges.

                                          

 

3 x 90-minute sessions over 3 weeks​, online or in-house.

Maximum 10 participants. 

 

Flexible scheduling for single-agency teams.

Client Service Lead

"I want to increase the value of my current clients"

Best for
quick wins

 Grow Through Value

Create accounts that
grow by themselves.

Never miss an opportunity to grow the business by providing real value to clients
.

                                          

 

How to identify, create and communicate value, turn client challenges into opportunities and make the most from accounts and relationships. Expert input on real-time growth opportunities.

                                          

 

3 x 120-minute sessions over 3 weeks​, online or in-house.

Maximum 8 participants.

 

Flexible scheduling for single-agency teams.

Agency Team

"I'd like to take my team and my business to the next level"

Best for
long-term success

Multiply Long-term Potential

Push the boundaries of your team's capabilities.

Ensure future success is driven by a fully capable team not just agency leaders.

                                          

 

Including 'Secure your Accounts' and 'Grow through Value', plus expert consultancy to plan, create and develop long-term opportunities that would otherwise get overlooked.

                                          

 

3 x half-day sessions over 3 months.

 

Maximum 8 participants.

 

For single-agency teams.

TESTIMONIALS

"Partnering with Matt for the last eight years has been a true pleasure. His ability to build genuine, long-term relationships with clients, becoming a trusted advisor throughout their organizations, was truly impressive. Matt’s sharp commercial instincts not only won new business but his ability to upskill and empower his teams ensured long-term success"

Global Client Lead

Testimonials
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