The account has never had a problem. It has never had a second contact either.

The best-run client relationships often generate the fewest conversations, which is exactly how a decade of goodwill ends up resting on one person's job security.

By Steve 5 min read
Abstract bridge artwork for The account has never had a problem. It has never had a second contact either.

A renewal is lost. Delivery was clean, the invoices were never queried, and the last satisfaction conversation was warm. Then the sponsor moved to another employer, a new head of function arrived with a mandate to review spend, and a supplier of nine years was asked to re-tender alongside two firms nobody had heard of. The account team is baffled. Nothing went wrong. Something did go wrong, years earlier. The relationship was never held by the client organisation. It was held by one person inside it. Why good delivery hides…

Keep reading for free

Create an account to read the rest.

The whole library is free. No card, no subscription, no trial that quietly ends. An account simply lets us know who we are writing for, and opens every article from here on.

  • Every article, in full, at no cost
  • New articles published every weekday
  • Takes about twenty seconds
Create a free account I already have one

Free means free. We will not charge you for the library, and you can read as much of it as you like.

Important: General information only. Rialto Bridge articles describe patterns and considerations that may apply to a business; they are not financial, legal, tax or accounting advice, and they take no account of your particular circumstances. Consider your own situation and seek advice from a qualified professional before acting.

More on Growth strategy

Scroll to Top