Sins of an Agency: Parting Ways With Our Biggest Client

Here are six things we did to fix the client relationship:

1. Revisit core values

At Vixen Digital, we turned to our core values—honesty, transparency, and respect— to try to mend the relationship. We reflected on where to adjust and grow to realign with the client.

2. Manage client expectations

Managing expectations is critical, and it starts during the discovery call. We strive to set realistic goals and communicate openly about what’s achievable. Unfortunately, managing expectations is difficult if the client doesn’t listen to your advice.

3. Collaborate with partner agency

We deepened our collaboration with the client’s CRM agency to find common ground. By aligning our efforts, we enhanced first-party data integration into advertising platforms and developed several new recommendations for data accuracy and campaign optimization.

4. Implement advanced data strategies

We introduced new data-driven tactics, including:

• Setting up a cross-channel custom dashboard

• Integrating more data into Looker Studio

• Enhancing tracking across Ad platforms

• Developed a new testing framework for paid services

These steps aimed to improve campaign performance despite the challenges of reduced data accuracy due to privacy regulations.

5. Maintain proactive communication

We remained proactive and motivated throughout the process, ensuring open communication with the client. Also, we implemented rigorous channel alignment, with weekly client meetings and regular internal check-ins to keep everyone on the same page.

6. Reassess client relationships

Despite our efforts, communications with the client did not improve. After months of trying to fix the relationship, we faced a pivotal moment where we had to ask ourselves: Do we continue, or is it time to part ways?

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