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.

"You have really inspired me with the professional manner you have conducted yourself in what I would regard as one of the most difficult areas to work in (selecting an agency). I am happily surprised how you manage to have such respect from all the people you deal with... even when they lose!"

John Mann
Head of Acquisition & Advertising
Colonial First State Investments