Great agencies know when they are getting fired.
"But Daniel, great agencies don't get fired!!"
Great agencies don't get fired, *often.
But, it happens. And, any agency, who has been around for any sort of significant time period, has presumably been fired several times.
It happens.
It's part of the business.
Great agencies have a 6th sense.
More specifically, great biz dev / account / client services people, have a 6th sense for when they are getting fired, for when they are going to receive a grumpy email/phone call, for when they have f*cked up beyond repair.
I can vividly recall sitting at my desk while at my old agency, thinking "we are 100% getting fired today" and low and behold, receiving the email to start that chain of events a few minutes later.
Great agencies aren't blindsided, is the point.
Great agencies, honestly, aren't blindsided by virtually anything.
They know.
They know when they need to smooth things over.
They preemptively get in front of things.
They beat the client to the punch and say "we f*cked up" -- not necessarily in those words :)
If you, as an agency, are blindsided by stuff consistently, ESPECIALLY by that dreaded 'we are going in a different direction, here's our notice' email...
...something is wrong.
Being proactive amidst the negative, in the middle of a mess, is part of the game. If nothing else, it's to save face.
Being fired, albeit a not fun event, is a chance to save face, do everything in your power to remain on good terms, and not burn a bridge.
CMO's talk, a lot. If you don't handle being fired well, as an agency, that permeates through the industry.
There's one way to handle being put on notice/fired...the only way.
Step 1: Incredibly sorry to hear it's come to this. Can we chat?
If yes, great. See what you can do to salvage. No salvaging? Move to step 2.
If no, move to step 2.
Step 2: "Super disappointed, of course, but totally respect the decision. We'll do everything in our power to make this a smooth transition and will be rooting for the brand from the sidelines. Hope to have a chance to earn back your trust in the future."
Step 3: Figure out what went wrong/what went south.
Step 4: ACTUALLY make the transition smooth.
Step 5: ACTUALLY root for the brand to succeed.
Step 6: ACTUALLY try to earn back trust in the future.
3x B2B SaaS Marketing Exec | Demand Gen | Startup Marketing
2moValuable thoughts even for software companies that lose clients, particularly the “off board clients as gracefully as you win and onboard them” 👏🏼