How do I keep client strategy from living in one person's head?
Write the strategy into 1 client context file at kickoff and make it the first stop for every question. If a question gets asked 2 times, the answer goes in the file. The account lead owns the file. The senior person reviews it once, then steps out.
Why it happens. The senior person sat on the sales call. They heard what the founder cares about. That never made it into the kickoff deck.
What to capture.
- Why they hired you.
- What a win looks like.
- Who approves what.
- Their voice.
- Their no-go list.
- What they tried before.
The 2-times rule. For 30 days, every question goes to the file before a person. If a question gets asked 2 times, the answer gets added.
What it does for capacity. Account managers usually cap at 4 to 8 accounts. The cap is client context, not skill. Shared context is how AGL targets 18 to 25 accounts per person, same team.
Note. AGL does not guarantee financial performance. Results depend on the agency and its accounts.
FAQ
- Who should own the client file?
- The account lead. The senior person reviews it once after kickoff.
- What if the strategy changes?
- Update the file the same day. Old versions cause more damage than no file.
- Does AI help here?
- Yes. When every AI tool reads the same file, nobody re-explains the client.