A retail design client was horrified to hear that his ‘Relationship Director’ at their bank had 170 clients to look after.
How is it possible to have a relationship with someone “spread so thin”? Can they really have a wholesome and useful connection with a creative business with so little time? Is the job title an oxymoron?
When the business needed a little short term support, the bank failed them. No surprise there then.
But it does also make me think about agency account managers. How do we make sure we don’t fall into the same trap as the banks? How do we know what the right level of care needs to be and make sure there’re enough of the right people to provide it without damaging profitability?
When you’re on the receiving end of either some excellent or terrible service, it can be a useful trigger to think about what you’re doing yourself.