On Monday of last week, we announced the loss of an important client, which, due to its very particular characteristics, led us to question whether we had lost… or won, because we often win by losing, and there are many cases in which we advance by giving in. Much has been said in the radio corridors, however, in the following two paragraphs, I will share both sides of the coin.
Given the size of this customer, we will definitely lose significant revenue. There were 14 people dedicated exclusively to this account and others on part-time basis, focused on retail and completely immersed in the regional market. For this reason, losing this client is, without a doubt, losing. Their departure to their house-agency in the United States, as well as to their agency in the Hispanic market, is also a loss at the hands of globalization, of a change of strategy and of one of those visions that assumes that the world is all the same and that we are very similar to the Hispanic-Americans.
On the other hand, I have to say it as it is, we recovered face, dignity and self-esteem, as well as many other values and conditions that we had lost in little more than two years, despite having the account for seven years. In fact, since December I formally denounced in writing, with signed testimonies of at least 10 people who were related to the account, pointing out the inadequate treatment, the excesses and abuses, the mockery and humiliation, just to mention some of the conditions of the main contact. From that moment on, I cut all relationship with the impairment manager. I burned the boats for Tribu, for the people I love and respect in our company and I was prepared for the consequences that would follow, as a result of our unusual and reckless action of denunciation, which occurred precisely when it could no longer be endured.
Having said that, let me expand a little more on this topic, as important for an agency as it is for our advertising industry.
In this blog I have been writing about this topic on several occasions. For example, don’t forget to read Facilitator or contrarian…Qu