The Better Agency Programme: Client Services Excellence [MEMBER ONLY]

Client Services Excellence

Client service sits at the heart of every successful agency. Get it right, and you’ll build long-term relationships, unlock growth, and create real value in your business. Get it wrong, and even the best creative work can struggle to make an impact.

In this special edition of The Better Agency Programme, we’re bringing you not just one expert but three guest speakers, each bringing their own perspective on what it takes to master client services—from legal foundations to growth strategies and frontline client management.

What to Expect:

1. Building & Protecting Value in Your Agency – William Anderson, Clarke & Son

Understand the legal essentials every agency needs to safeguard client relationships, protect intellectual property, and prevent costly disputes.

Will Anderson, Head of Corporate and Commercial Law at Clarke & Son, will break down the key legal essentials every agency needs to safeguard client relationships, prevent disputes, and build long-term value. Will takes a pragmatic, commercial approach to client law, helping agency founders make informed decisions that strengthen their business while avoiding unnecessary legal headaches.

If you are reviewing contracts, preparing for growth, or just want to make sure your agency is legally protected, this session will better equip you to take legally sound steps.

1. Why Client Services Might Hold the Key to Unlocking Your Agency’s Growth – Ben Hollom

Discover how refining your client service approach can fuel sustainable agency growth, without the usual hustle of lead generation and hiring.

In this session, Ben will discuss why developing your client services in the right way can have a monumental impact on your growth plans and your sanity!

With over 25 years’ experience as an agency founder and MD, Ben’s seen most things… Client wins and losses, post-pitch celebrations and post-mortems, recessions and booms, scaling up and scaling down, rebrands and reinvention.

Now, he uses his experience of taking three agencies from startup to 20+ staff to support other ambitious agencies on their journey as a business adviser / mentor. Ben has been working with the Agency Collective as one of our Growth Experts since September 2024.

1. Lessons from 18 Years on the Frontline of Client Services – Helenka Hodnett, 438 Marketing

Get a real-world playbook on what great client service really looks like, how to build strong client relationships, and avoid common pitfalls.

Helenka Hodnett, Managing Director at 438 Marketing, knows this better than most. Having worked her way up from Account Executive to leading a thriving brand communications agency, she has spent the past 18 years managing and developing client relationships for major brands like TNT Express, Pritt, Isuzu, PepsiCo, JCB, and Willis Towers Watson.

In this insightful, real-world session, Helenka will break down what it truly takes to implement client service excellence in an agency environment. She’ll share the do’s, don’ts, and key lessons she’s learned along the way

This isn’t just another webinar—it’s an opportunity to rethink how you approach client services in your agency. Whether you’re looking to tighten up your legal processes, refine your client experience, or leverage client relationships to drive growth, this is the event for you.

This event is for members. To join, email Rob@theagencycollective.co.uk