Welcome back to Client Success Matters the podcast that dives deep into what it really takes to build brilliant client relationships and grow thriving agencies.

In this episode, I’m joined by Claire Richardson-Critcher, founder of As The Crow Flies and a seasoned expert in agency new business.

We get real about the state of new business in agencies today, what’s working, what’s not, and how to stop the chaos that can come with pitching, handovers, and misaligned expectations.

We explore:

• Why the pressure to “offer the moon on a stick” in pitches is breaking trust before the relationship even begins

• How agencies can align internally around their Ideal Client Profile (and why that matters more than ever)

• The importance of a thoughtful handover from new business to client services

• The hidden power structures within client organisations and how to map decision-making more effectively

Whether you’re leading pitches, managing client relationships, or overseeing agency growth, this episode is packed with practical strategies and honest reflections. For more information on how we can support you on your challenges, find out more here.

In this episode of Client Success Matters, Jo is joined by Stephanie Brown, Founder of On Point Marketing, to tackle a hotly debated topic in the agency world: awards. Are they really worth the time, money, and energy or just a game for the big players?

Together we dig into the big questions:

• How can agencies decide if awards align with their business goals?

• What are the real pros and cons, from recruitment and retention to client impact?

• How do you choose the right categories and avoid the most common pitfalls?

• And how can you make an award win—or even a shortlist—work harder for your agency than just a press release?

Packed with myth-busting insights and practical advice, this episode will leave you with clear steps on whether, when, and how to enter awards. Plus, Stephanie shares her top three tips for agencies looking to succeed with awards for the first time.

If you’ve ever wondered whether awards are really worth the effort, this is the conversation you need to hear.

www.clientsuccessmatters.co.uk

More agencies are turning to freelancers to stay flexible, but let’s be honest, it isn’t always smooth sailing.

In this episode, I sit down with freelance copywriter Jonathan Wilcox to explore what makes (and breaks) the freelancer–agency relationship. We dig into the frustrations on both sides, why a strong brief is non-negotiable, and how respect, trust, and timely payments shape the partnership.

Jonathan shares his best and worst experiences, what clients should do differently, and how agencies can unlock the real value of working with freelancers.

www.clientsuccessmatters.co.uk