Marketing Challenge: Fire the Client?

Share this content:
Marketing Challenge: Fire the Client?
Marketing Challenge: Fire the Client?

Melissa Juno was stunned. “Let me be sure I understand,” she said to her client, Ralph

Jones, marketing operations director for retailer Stylish. “You want 1% of the monthly retainer paid to you directly?” Jones' terse response: “No payment, I launch an agency search.” With annual billings in the millions, it was a client the agency wouldn't want to lose. “I'll have to get back to you on this,” she stammered while getting up to leave.

As Juno mumbled an awkward goodbye, Jones added curtly, “Roscoe made it happen. I'm sure you can, too.”

Roscoe, as it turns out, was Juno's recently retired predecessor. Since Juno joined Superior Creative, a full-service marketing agency, this was her first meeting with Jones. Stylish is a top-10 account for Superior Creative and has been for 12 years. Its current contract is up for renewal in the next few months. Certainly, she wants to retain the Stylish account, but no client is worth the risks associated with kickbacks.

When Juno got back to Superior's offices, she went straight to her manager's office to discuss the situation. Mara Choudury, SVP of marketing and sales for Superior, looked at Juno in disbelief as her story unfolded. “There's no way Roscoe arranged kickbacks,” she insisted. Choudury phoned Jim Darlan in accounting to ask him to determine whether there was anything that would suggest the illegal activity Jones purported. He found nothing.

Like Juno, Choudury wants to keep the Stylish account, but payoffs are not an option. She needs to find a way to approach Jones, or his boss, and solve the problem. Or maybe it would be better to simply “fire” the client.

What would you do?

Click here to see what our readers had to say.


Next Article in Marketing Strategy

Sign up to our newsletters

Company of the Week

Since 1985, Melissa has helped thousands of companies clean, correct and complete contact data to better target and communicate with their customers. We offer a full spectrum of data quality solutions, including global address, phone, email, and name validation, identify verification - available for batch or real-time processes, in the Cloud or on-premise. Our service bureau provides dedupe, email/phone append and geographic/demographic append services for better targeting and insight. For direct mailers, Melissa offers easy-to-use address management/postal software, list hygiene services and 100s of specialty mailing lists - all with competitive pricing and excellent customer service.

Find out more here »

Career Center

Check out hundreds of exciting professional opportunities available on DMN's Career Center.  
Explore careers in digital marketing, sales, eCommerce, marketing communications, IT, data strategies, and much more. And don't forget to update your resume so employers can contact you privately about job opportunities.

>>Click Here

Relive the 2017 Marketing Hall of Femme

Click the image above