What we do
Relationship Management

The Clinic offers three types of relationship service.

Problem solving
Our process starts with a fact-find: all aspects of the relationship are laid out, from terms of business to personnel moves, to agency and client strategic direction. The process is mutual. As an objective third party we talk to both sides. We identify the root of most problems - and explain successes, too. The end product is a series of recommendations and an action plan endorsed by both sides.
Performance optimization
Monitoring the relationship is good business practice. If you have a performance based remuneration (PBR) arrangement, a performance review becomes part of the KPI�s. It helps to identify shortcomings in the relationship and concludes with an agreed Action Plan. Agencies welcome its objectivity: it identifies problems they may find hard to address on their own. The Clinic uses Agency Relationship Optimizer for this process � a web enabled software system developed by Decideware.
Mediation
Sometimes a difference of opinion (usually to do with money) has the potential to destroy a perfectly good relationship. Involvement of lawyers is expensive and certain to bring the relationship to an end. A lower cost, and far more conciliatory solution is to ask The Clinic�s principal, Colin Wilson-Brown to assess the situation and propose a solution. In this instance we ask client and agency to share the cost of our service equally, to remove any possibility of bias.

"We worked with Colin over a six month tender process to find a new creative agency, leveraging his diplomatic style, expertise and market knowledge to arrive at a fantastic outcome for all involved. Colin became a trusted partner on both the client and agency side of the pitch and executed every step of his phased approach with fairness, transparency and genuinely helpful and credible input. Working with Colin we felt that he was seeking the best fit for both parties and he sought to assist with either subtle or firm advice depending on what was required at the time. Colin continued to follow up with us both during and post pitch with relevant and encouraging information. Colin operated well at all levels of our business with his professional and strategic approach."

Adriane McDermott,
General Manager Marketing - Planning & Creative Services, Marketing
David Jones Limited