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Episodes
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
Feb 8, 2023
Feb 8, 2023
51 min
In this episode, Robert Persichitte, a Financial Planner of Delagify Financial, shares a relatable adulting story of a client who absolutely hated his job and just wanted to get out of it.
This client was a pretty high-level attorney, a pretty high earner, and a very high-stress job. He wanted to retire as soon as possible. So Robert followed his usual process with the client and tried to put everything in the context of goals.
But this is where the problem came in with this client. The client gave him an estimate of about $6,000 a month in lifestyle expenses which is considered as having fun money, paying for things like groceries, and going out.
However, something common amongst high-earning clients is that they're unaware of the numbers they're actually spending. Robert then came to an actual estimate of the client's household spending, which totaled $10,000 a month. The catch is that his client was not the one in the household spending that money. He only spent about $2,000 a month, and the other $8,000 came from his wife.
At this point, Robert knew that his client's goal of early retirement wasn't possible. Robert formed a great strategy to resolve this issue, focusing on purposeful communication and subtle approaches to client management.
Watch the full episode to learn how he did it!
Sep 7, 2022
Sep 7, 2022
50 min
In this episode, Mark Herschberg, a Chief Technology Officer and author shares his story when he was working under “Evil Corp” (a code name for the company).
At that time, he was assigned to a company division that was working on creating a new type of video service/ video marketplace platform where viewers could watch content from movie studios and tv stations under controlled access. With this wonderful idea in mind, Evil Corp put out a press release stating their release date.
The catch is that Evil Corp wasn't very good at doing projects like this, so they decided to get a vendor to do it for them. But there’s more…The funny thing is the vendor wasn’t optimized for this project, and they wanted to bring in 2 more vendors that had the technology that Evil Corp needed.
By the time Mark was brought into the company, the project was launched. Instead of being a convenient video platform, everything was done manually by phone and email. Plus, there was a game of broken telephone going on between the 3 vendors and the internal team of the company.
As Mark said, everything was on fire, and he was there to put out the fires. By the end of the episode, Mark and Morgan talked about the essence of management, communication, and problem-solving, which could be helpful to you as well!
Aug 24, 2022
Aug 24, 2022
50 min
In this episode, Matthew Davis of Davis Business Law, reveals how his law firm decided to not do family law anymore because of this client-horror story.
It all started when a client came to his law firm where his ex-wife hated his guts, and she had a very good reason to because he got another woman pregnant. Still, he thought that his ex-wife was interfering with his relationship with the kids, which she legitimately was, but he wanted to be the victim in the whole ordeal.
The client kept coming to Matt, asking him to help him with his case, and Matt tried to explain to him what would happen in court and what the judge would possibly come up with in his case. Matt started to feel sorry for him, and he was pretty persistent, so Matt decided to help him.
The time came when they took the case to court, the judge was losing his temper with Matt’s client, and Matt ended up being the bad guy instead. At the end of the episode, Matt shared some interesting concepts about the drama triangle game, the grudge match, and some ways to incorporate psychology to prevent troublesome issues.
Aug 8, 2022
Aug 8, 2022
58 min
In this episode, Jeremy Streten, a Lawyer and Business Coaching Support, shared a story of when a client from a construction company approached to get approval to build a 30-story high-rise building in Australia.
His client was thinking of selling the property and packaging it all up to a developer for building the high-rise. However, his business partner, an architect, was caught up in the thought that he was going to earn a lot from this and actually develop and build the property himself. A third investor, who had invested 10%, was supportive of selling the property to a reliable developer.
So, two of them were on the same page while the other one was thinking of something grand. The catch is that these three guys didn’t communicate their end goal for this. They just assumed that each of them knew what they would do. Worst of all, this misunderstanding ended up in court.
As the episode ends, Jeremy shared valuable thoughts that are not only helpful in the legal profession but to other businesses as well. He also pointed out the little things we often overlook are essential in big decisions.
Jul 20, 2022
Jul 20, 2022
44 min
This was when she was just newly working for a brand, selling luxury watches for men. Divya Patel, a PPC Specialist, was handling the PPC service of the brand.
At that time, they were going to launch a YouTube campaign and she offered to create the ad assets for them since she’s been with the brand from the start. She was there to help the clients with the brand message, tone of voice, and everything about branding.
The client declined her offer and told her that they will sort the video out themselves so that they could focus on the campaign. Still, Divya and her team briefed the client on how the video should turn out. Divya and the team expected the video to be showcasing the watch that they’ll be launching.
One day, as Divya walked into the office that day, her manager was upset and the team was circled around a computer. Turns out, the client posted the video on YouTube without telling the team.
To their dismay, the video was the complete opposite of what they expected and what was discussed in the briefing. Instead of men wearing and showcasing the watch, women in lingerie were there and the video didn’t focus on the watch, which was their product.
That’s not all. Divya Googled her client and she saw her client's name plastered on UK’s biggest tabloid negatively, something about how the video was degrading to women.
Divya and the team were utterly disappointed and upset. They felt that all the work they’ve been putting into the brand was just thrown out the window. When Divya and the team approached their clients about it, they were really happy about it because they thought it was good publicity and a nice way to put their name out there.
Thankfully, Divya and the team were able to get through this issue. Watch the episode to learn more about how they resolved the problem and the steps they took moving forward.
Morgan Friedman