The Client Asked to Cancel Right After the Kickoff Call. Here's How Good Agencies Handle It.
The email lands 48 hours after kickoff: "We've decided not to move forward." What you do in the next 72 hours determines whether this becomes a saved account, a referral-generating clean exit, or a reputation-costing mess. This playbook covers the five causes behind kickoff-stage cancellations (each with its telltale signature), the exact save-call script, why structural fixes beat discounts every time, how to exit so gracefully the client comes back — and the four prevention moves that keep the email from ever arriving.
Agency Behind the Scenes: When the Specialist Leaves and Nobody Knows What You Were Getting
It happens more often than any agency will admit. A digital marketing specialist leaves, a new one steps in, and the account manager responsible for your relationship has no idea what was actually being done on your account. No documentation. No process. No continuity. And while they figure it out internally, your campaigns drift — and your money burns.