The biggest mistake I made early on in my career... Not using my intuition enough. Every time I got 'stuck' on something like converting a doc to a PDF, I asked for help. When in reality, I could just use my intuition and Google it - therefore not bothering my colleagues on something so simple. Believe it or not, asking for help on problems that have simplistic solutions comes across as lazy to management. And the more you depend on your seniors for simple tasks, the less trust points you get for that promotion you're aiming for in 12 months time. Leaders need to know they can depend on you even when they're not around. And you need to have the answers to 80% of stuff. That's not to say don't ask for help. Just reserve that power for things you ACTUALLY need help with. Research and diagnose first, and if you can't find the answer you're looking for, ask away. On a less serious note, Googling things is a genuine skill. Get good at it and you'll be unstoppable.
David Vernon’s Post
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Every CEO / Agency owner I’ve met didn’t beleive in having a client services department… until they got one. I’ve heard: ❌ Bunch of middle men ❌ Our experts can communicate, why waste money? ❌ Glorified sales person ❌ it’s a barrier for the client ❌They’re non billable And I know these opinions are true because when I joined Candidsky 5 years ago, I was their first ever ‘client services’ person - and it was abundantly clear that I was a big risk for them. Head of departments grumbled thinking I’d get in the way, the team thought I’d suck the fun out of work with process, the owners though I could end up burning a hole in their pocket… But it turned out that I completely changed the business: ✅ Client retention went from 55% to 90% ✅Upsell opportunities tripled in the first three months ✅Revenue increased by 30% ✅Team satisfaction & happiness went through the roof because I supported everyone I could and dealt with tricky clients ✅Over 70% of new business opportunities were won - and we won the right ones ✅Client services went from nothing to being rated 10/10 via the The Drum Recommends by our clients. The best score we’ve ever got in the companies history and miles above our competitors. ✅Processes were slicker, more efficient and saved us hundreds of hours a month. And now I can well and truly say that client services is a fundamental part of what we do & we’d never run the company without it. It is a thankless job sometimes - and as a department we go through a lot of struggles that are hidden from the team. Because that’s what we’re here for. World class teams can only be world class if they don’t have to deal with weekly calls, meetings and a bit of gob from Ken in finance about budgets. And not long ago I proudly passed the gauntlet to Giuseppe Antonio Cicchirillo so I could step into operations. And he’s built beautiful relationships ever since. And big shout out to my sidekick Hayley Powell who’s made all of the above possible. So if you’re an agency owner/CEO - or work in an agency. Give client services a chance. It could change your business too.
