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Tales from those on the front lines of dealing with clients. Tales of difficult clients, complex situations, relationship management - and how massive client management problems were solved, and what they learned. Largely those running agencies, but all across different professional services.
Episodes
Wednesday Jul 16, 2025
Wednesday Jul 16, 2025
Steven Perry, Founder and CEO of The Well Recruiting Solutions, shares a client horror story that unexpectedly became a turning point in his career—and one that helped earn him a major promotion.
Early in his career as a young financial adviser, Steven and his partner were assisting a married executive couple in organizing their finances for retirement. Steven’s partner was responsible for follow-ups, but instead of maintaining professionalism, he overwhelmed them with daily messages. These were high-level executives with packed schedules, and the persistence came off as pushy rather than helpful.
Things took a turn when Steven received a call from the husband, informing him they no longer wanted to work with the firm. The reason? Steven’s partner had accused their secretary—who happened to be their daughter—of failing to forward messages to the wife.
Steven knew the damage was done, but he also knew how he responded could make all the difference. He waited 40 minutes at the husband’s office just to offer a sincere apology, taking full responsibility for his partner’s actions. Weeks later, he received an email from the couple thanking him for his professionalism—and asking to continue working with him exclusively.
Tune in to hear how a near-disaster taught Steven the power of ownership, humility, and grace under pressure.
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