Start the change

Our quest for a new way of agency work originated from a deep frustration. We had grown weary of endless discussions with clients, projects that seemed to drag on indefinitely, becoming more difficult to close than to initiate. The dilemma lay in the fact that neither party was at fault; each had their reasons. This occurred because our way of working and client agreements were based on mistaken assumptions, unrealizable promises, and unrealistic expectations.

Changing our approach not only improved our business and team motivation but also positively impacted the quality of our work for clients and our relationships with them.

In our early years, when seeking a new client, we focused primarily on selling the project. We were willing to make bold proposals and draft quotes almost blindly, with a fixed budget, hoping the work would not exceed the estimates. We managed our work, trying to maintain an acceptable balance, but after a while, we had pushed our luck too far. The limitations of this approach became evident. Poor work quality, disappointed clients, tired team members... it was time for a change.

The change began with open and honest dialogue with each new client. "This we can do, this we cannot." "We can guarantee this, but not that." Good fences make good neighbours.

It was the first step toward a radical transformation. We found ourselves working with our clients as a single team. Focusing more on the project goals rather than contractual clauses. Respecting the work and time of others, starting with our team members. We adopted flexible contracts, Agile working methodologies, and appropriate communication tools to support this shift.

Change is essential. A more mature offering generates a more informed demand. If more agencies embrace the Agile culture, client awareness of the importance of this approach will also increase. This awareness, in turn, will contribute to improving their business and that of those who - like us - exist to help other companies on their growth journey.

We hope that the ideas and advice in this playbook are helpful to those who aspire to work on projects for clients with satisfaction.