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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 Jun 18, 2025
Wednesday Jun 18, 2025
There’s nothing crazier than Andy Reinhold’s client horror story, and you’re gonna want to listen.
A few years ago, Andy, founder of Studio Spark, was working in the tech division of a major consulting firm, maintaining outdated government software. With each change in administration, the system grew harder to decipher—so much so that they had to track down long-retired employees just to understand the codebase.
Andy and his team manually reviewed over a million lines of legacy code to help determine who qualified for Social Security checks. For three weeks, everything ran smoothly—until it didn’t.
One day, Andy received a call warning him of a serious issue with the SSI system—and, strangely, to avoid watching the news. Naturally, he did the opposite. Headlines revealed a holiday disaster: people were receiving significantly reduced Social Security checks right before Christmas. While the team scrambled and successfully patched the issue within a week, the cause remained a mystery.
It wasn’t until after the holidays that they discovered the culprit: a single missing character buried deep in the code.
Tune in to hear how one tiny oversight led to a nationwide ripple effect—and how this experience reshaped Andy’s understanding of accountability, precision, and career purpose.
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