Client service
How do I begin a relationship with a new client who is jaded from working with another agency?

As the incoming agency, you'll need to immediately address the poor work of the previous firm, advises Michael Olguin, president of Formula. That starts by asking the right questions.

“It is critical to find out specifically what did and did not work during the company's previous agency relationship,” he adds. “This will help you set a better course ...