{"version":"1.0.0","segments":[{"speaker":"Galen Low","startTime":22.380000000000003,"endTime":22.92,"body":"Trust."},{"speaker":"Galen Low","startTime":23.35,"endTime":24.48,"body":"It never comes for free."},{"speaker":"Galen Low","startTime":25.01,"endTime":27.04,"body":"It's Monday morning and you"},{"speaker":"Galen Low","startTime":25.01,"endTime":27.04,"body":"find yourself facing down"},{"speaker":"Galen Low","startTime":27.04,"endTime":29.700000000000003,"body":"a new client that looks"},{"speaker":"Galen Low","startTime":27.04,"endTime":29.700000000000003,"body":"grumpier than that cat meme."},{"speaker":"Galen Low","startTime":30.12,"endTime":32.959,"body":"The previous project manager cut"},{"speaker":"Galen Low","startTime":30.12,"endTime":32.959,"body":"and ran, and you've inherited"},{"speaker":"Galen Low","startTime":32.959,"endTime":35.77,"body":"a project that is so far off"},{"speaker":"Galen Low","startTime":32.959,"endTime":35.77,"body":"the rails that train metaphors"},{"speaker":"Galen Low","startTime":35.85,"endTime":37.009,"body":"don't even hold up anymore."},{"speaker":"Galen Low","startTime":37.629000000000005,"endTime":39.99,"body":"Your colleagues advise"},{"speaker":"Galen Low","startTime":37.629000000000005,"endTime":39.99,"body":"you to go in guns blazing."},{"speaker":"Galen Low","startTime":40.269999999999996,"endTime":41.56,"body":"\"Show 'em who's"},{"speaker":"Galen Low","startTime":40.269999999999996,"endTime":41.56,"body":"boss\", they said."},{"speaker":"Galen Low","startTime":41.94,"endTime":43.85,"body":"\"Don't agree to do anything."},{"speaker":"Galen Low","startTime":41.94,"endTime":43.85,"body":"Shut 'em down\", they said."},{"speaker":"Galen Low","startTime":43.85,"endTime":46.620000000000005,"body":"Most PMs would be crumpling"},{"speaker":"Galen Low","startTime":43.85,"endTime":46.620000000000005,"body":"under the pressure at this"},{"speaker":"Galen Low","startTime":46.620000000000005,"endTime":49.16,"body":"point, but you've got a"},{"speaker":"Galen Low","startTime":46.620000000000005,"endTime":49.16,"body":"secret weapon — you know"},{"speaker":"Galen Low","startTime":49.16,"endTime":51.92,"body":"how to establish rapport"},{"speaker":"Galen Low","startTime":49.16,"endTime":51.92,"body":"and start building trust."},{"speaker":"Galen Low","startTime":52.43,"endTime":54.759,"body":"Not with gimmicky banter"},{"speaker":"Galen Low","startTime":52.43,"endTime":54.759,"body":"and expensive dinners,"},{"speaker":"Galen Low","startTime":54.939,"endTime":56.22,"body":"but with authenticity."},{"speaker":"Galen Low","startTime":56.659,"endTime":58.94,"body":"You've done your homework,"},{"speaker":"Galen Low","startTime":56.659,"endTime":58.94,"body":"you've come prepared."},{"speaker":"Galen Low","startTime":59.159,"endTime":61.519,"body":"You know your stuff and you're"},{"speaker":"Galen Low","startTime":59.159,"endTime":61.519,"body":"ready to position yourself"},{"speaker":"Galen Low","startTime":61.699,"endTime":63.059000000000005,"body":"as their strategic partner."},{"speaker":"Galen Low","startTime":63.489000000000004,"endTime":65.269,"body":"But before you get down"},{"speaker":"Galen Low","startTime":63.489000000000004,"endTime":65.269,"body":"to business, there's"},{"speaker":"Galen Low","startTime":65.269,"endTime":66.239,"body":"just one thing to do."},{"speaker":"Galen Low","startTime":66.68,"endTime":70.36,"body":"You smile confidently and you"},{"speaker":"Galen Low","startTime":66.68,"endTime":70.36,"body":"say, \"Hey, I'm the new project"},{"speaker":"Galen Low","startTime":70.37899999999999,"endTime":73.39,"body":"lead. Nice to meet you. How"},{"speaker":"Galen Low","startTime":70.37899999999999,"endTime":73.39,"body":"was your weekend?\" And you"},{"speaker":"Galen Low","startTime":73.39,"endTime":75.11,"body":"watch the ice break itself."},{"speaker":"Galen Low","startTime":75.905,"endTime":78.64500000000001,"body":"If you've struggled to"},{"speaker":"Galen Low","startTime":75.905,"endTime":78.64500000000001,"body":"justify the ROI on building"},{"speaker":"Galen Low","startTime":78.64500000000001,"endTime":81.305,"body":"strong, multidimensional"},{"speaker":"Galen Low","startTime":78.64500000000001,"endTime":81.305,"body":"client relationships,"},{"speaker":"Galen Low","startTime":81.745,"endTime":82.88499999999999,"body":"this episode is for you."},{"speaker":"Galen Low","startTime":83.355,"endTime":85.824,"body":"We're going to talk with a"},{"speaker":"Galen Low","startTime":83.355,"endTime":85.824,"body":"client services expert about"},{"speaker":"Galen Low","startTime":85.824,"endTime":87.914,"body":"ways to build trust and"},{"speaker":"Galen Low","startTime":85.824,"endTime":87.914,"body":"rapport with your clients"},{"speaker":"Galen Low","startTime":88.145,"endTime":90.804,"body":"in a way that impacts your"},{"speaker":"Galen Low","startTime":88.145,"endTime":90.804,"body":"projects positively, keeps"},{"speaker":"Galen Low","startTime":90.804,"endTime":93.485,"body":"your budget and utilization"},{"speaker":"Galen Low","startTime":90.804,"endTime":93.485,"body":"in line, and makes you an"},{"speaker":"Galen Low","startTime":93.515,"endTime":95.595,"body":"invaluable asset to your agency."},{"speaker":"Galen Low","startTime":99.915,"endTime":101.105,"body":"Hey folks, thanks for tuning in."},{"speaker":"Galen Low","startTime":101.115,"endTime":103.565,"body":"My name is Galen Low with"},{"speaker":"Galen Low","startTime":101.115,"endTime":103.565,"body":"The Digital Project Manager."},{"speaker":"Galen Low","startTime":103.805,"endTime":106.385,"body":"We are a community of digital"},{"speaker":"Galen Low","startTime":103.805,"endTime":106.385,"body":"professionals on a mission"},{"speaker":"Galen Low","startTime":106.395,"endTime":108.404,"body":"to help each other get"},{"speaker":"Galen Low","startTime":106.395,"endTime":108.404,"body":"skilled, get confident, and"},{"speaker":"Galen Low","startTime":108.404,"endTime":110.95400000000001,"body":"get connected so that we can"},{"speaker":"Galen Low","startTime":108.404,"endTime":110.95400000000001,"body":"amplify the value of project"},{"speaker":"Galen Low","startTime":110.975,"endTime":112.515,"body":"management in a digital world."},{"speaker":"Galen Low","startTime":112.895,"endTime":114.614,"body":"If you want to hear more"},{"speaker":"Galen Low","startTime":112.895,"endTime":114.614,"body":"about that, head on over"},{"speaker":"Galen Low","startTime":114.614,"endTime":117.404,"body":"to thedpm.com/membership."},{"speaker":"Galen Low","startTime":117.565,"endTime":120.605,"body":"Okay, today we're talking about"},{"speaker":"Galen Low","startTime":117.565,"endTime":120.605,"body":"client relationships and the"},{"speaker":"Galen Low","startTime":120.605,"endTime":123.715,"body":"role that a project manager can"},{"speaker":"Galen Low","startTime":120.605,"endTime":123.715,"body":"play in developing that kind"},{"speaker":"Galen Low","startTime":123.715,"endTime":126.885,"body":"of rapport that contributes"},{"speaker":"Galen Low","startTime":123.715,"endTime":126.885,"body":"to the sustained impact that"},{"speaker":"Galen Low","startTime":126.885,"endTime":128.035,"body":"their projects can have."},{"speaker":"Galen Low","startTime":128.574,"endTime":131.35399999999998,"body":"With me today is Melissa"},{"speaker":"Galen Low","startTime":128.574,"endTime":131.35399999999998,"body":"Morris, a deeply experienced"},{"speaker":"Galen Low","startTime":131.404,"endTime":134.79399999999998,"body":"agency specialist and founder"},{"speaker":"Galen 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Morris","startTime":145.235,"endTime":147.875,"body":"We've already been brainstorming"},{"speaker":"Melissa Morris","startTime":145.235,"endTime":147.875,"body":"tons of great things, so I'm"},{"speaker":"Melissa Morris","startTime":147.875,"endTime":149.325,"body":"really excited to dig in here."},{"speaker":"Galen Low","startTime":149.425,"endTime":151.494,"body":"Yeah, I know even"},{"speaker":"Galen Low","startTime":149.425,"endTime":151.494,"body":"just like us prepping for"},{"speaker":"Galen Low","startTime":151.495,"endTime":153.975,"body":"this, we came up with 17 other"},{"speaker":"Galen Low","startTime":151.495,"endTime":153.975,"body":"podcasts and event ideas,"},{"speaker":"Galen Low","startTime":154.245,"endTime":156.075,"body":"so and it's been a blast."},{"speaker":"Galen Low","startTime":157.295,"endTime":161.284,"body":"So more to come from us, but"},{"speaker":"Galen Low","startTime":157.295,"endTime":161.284,"body":"I'm really excited to dive in"},{"speaker":"Galen Low","startTime":161.284,"endTime":164.045,"body":"because one of the things that"},{"speaker":"Galen Low","startTime":161.284,"endTime":164.045,"body":"you and I were talking about"},{"speaker":"Galen Low","startTime":164.085,"endTime":168.23,"body":"was just this notion of How"},{"speaker":"Galen Low","startTime":164.085,"endTime":168.23,"body":"project managers, especially"},{"speaker":"Galen Low","startTime":168.23,"endTime":171.53,"body":"working within agencies or some"},{"speaker":"Galen Low","startTime":168.23,"endTime":171.53,"body":"kind of client services context,"},{"speaker":"Galen Low","startTime":171.79,"endTime":175.85,"body":"how they can strategically and"},{"speaker":"Galen Low","startTime":171.79,"endTime":175.85,"body":"also just authentically develop"},{"speaker":"Galen Low","startTime":175.85,"endTime":179.38,"body":"rapport with their clients in"},{"speaker":"Galen Low","startTime":175.85,"endTime":179.38,"body":"a way that is good for business"},{"speaker":"Galen Low","startTime":179.579,"endTime":182.139,"body":"and it got me really thinking"},{"speaker":"Galen Low","startTime":179.579,"endTime":182.139,"body":"because like in my community."},{"speaker":"Galen Low","startTime":182.345,"endTime":184.745,"body":"Sometimes folks need to"},{"speaker":"Galen Low","startTime":182.345,"endTime":184.745,"body":"vent a little bit, right?"},{"speaker":"Galen Low","startTime":184.755,"endTime":187.075,"body":"It can be a frustrating"},{"speaker":"Galen Low","startTime":184.755,"endTime":187.075,"body":"experience working with clients."},{"speaker":"Galen Low","startTime":187.075,"endTime":190.325,"body":"They're like, Oh, gosh, it's"},{"speaker":"Galen Low","startTime":187.075,"endTime":190.325,"body":"like this kind of exasperation."},{"speaker":"Galen Low","startTime":190.585,"endTime":193.664,"body":"But overall, it's like"},{"speaker":"Galen Low","startTime":190.585,"endTime":193.664,"body":"not necessarily something"},{"speaker":"Galen Low","startTime":193.664,"endTime":195.234,"body":"that needs to be the case."},{"speaker":"Galen Low","startTime":195.494,"endTime":197.854,"body":"I thought maybe I'd get"},{"speaker":"Galen Low","startTime":195.494,"endTime":197.854,"body":"your hot take on a hot"},{"speaker":"Galen Low","startTime":197.854,"endTime":198.964,"body":"question right off the bat."},{"speaker":"Galen Low","startTime":199.234,"endTime":201.854,"body":"And my question basically"},{"speaker":"Galen Low","startTime":199.234,"endTime":201.854,"body":"is this is, the relationship"},{"speaker":"Galen Low","startTime":201.854,"endTime":204.704,"body":"between a client and an agency"},{"speaker":"Galen Low","startTime":201.854,"endTime":204.704,"body":"project manager can often"},{"speaker":"Galen Low","startTime":204.714,"endTime":206.594,"body":"be really quite adversarial."},{"speaker":"Galen Low","startTime":206.894,"endTime":208.514,"body":"I'm just thinking like,"},{"speaker":"Galen Low","startTime":206.894,"endTime":208.514,"body":"why is that the case?"},{"speaker":"Galen Low","startTime":208.859,"endTime":211.85,"body":"And why is it worth investing"},{"speaker":"Galen Low","startTime":208.859,"endTime":211.85,"body":"in building better relationships"},{"speaker":"Galen Low","startTime":212.059,"endTime":213.98,"body":"instead of just accepting"},{"speaker":"Galen Low","startTime":212.059,"endTime":213.98,"body":"that this is just the way"},{"speaker":"Galen Low","startTime":213.98,"endTime":214.999,"body":"it is in the agency world?"},{"speaker":"Melissa Morris","startTime":215.29,"endTime":216.929,"body":"Yeah, I think"},{"speaker":"Melissa Morris","startTime":215.29,"endTime":216.929,"body":"there definitely can start"},{"speaker":"Melissa Morris","startTime":216.929,"endTime":220.269,"body":"to feel like this us versus"},{"speaker":"Melissa Morris","startTime":216.929,"endTime":220.269,"body":"them type of relationship."},{"speaker":"Melissa Morris","startTime":220.369,"endTime":221.749,"body":"They're doing this to me."},{"speaker":"Melissa Morris","startTime":221.749,"endTime":223.549,"body":"They asked for more revisions."},{"speaker":"Melissa Morris","startTime":223.829,"endTime":227.249,"body":"And I think what's"},{"speaker":"Melissa Morris","startTime":223.829,"endTime":227.249,"body":"important to realize is As"},{"speaker":"Melissa Morris","startTime":227.249,"endTime":230.269,"body":"the agency, you have been"},{"speaker":"Melissa Morris","startTime":227.249,"endTime":230.269,"body":"hired in as the experts."},{"speaker":"Melissa Morris","startTime":230.439,"endTime":233.07,"body":"You have been brought in,"},{"speaker":"Melissa Morris","startTime":230.439,"endTime":233.07,"body":"you have the expertise."},{"speaker":"Melissa Morris","startTime":233.339,"endTime":236.599,"body":"That means you're the one"},{"speaker":"Melissa Morris","startTime":233.339,"endTime":236.599,"body":"leading this relationship."},{"speaker":"Melissa Morris","startTime":236.63,"endTime":240.35,"body":"So that means you can also"},{"speaker":"Melissa Morris","startTime":236.63,"endTime":240.35,"body":"lead and guide whether it"},{"speaker":"Melissa Morris","startTime":240.369,"endTime":243.969,"body":"feels very adversarial or"},{"speaker":"Melissa Morris","startTime":240.369,"endTime":243.969,"body":"it feels very friendly and"},{"speaker":"Melissa Morris","startTime":243.97,"endTime":246.56,"body":"it feels good and it feels"},{"speaker":"Melissa Morris","startTime":243.97,"endTime":246.56,"body":"like a good relationship."},{"speaker":"Melissa Morris","startTime":246.889,"endTime":248.999,"body":"And I think with all"},{"speaker":"Melissa Morris","startTime":246.889,"endTime":248.999,"body":"relationships that"},{"speaker":"Melissa Morris","startTime":248.999,"endTime":252.04,"body":"starts to come with good"},{"speaker":"Melissa Morris","startTime":248.999,"endTime":252.04,"body":"communication, really good"},{"speaker":"Melissa Morris","startTime":252.04,"endTime":254.88,"body":"communication, really strong"},{"speaker":"Melissa Morris","startTime":252.04,"endTime":254.88,"body":"client onboarding to start."},{"speaker":"Melissa Morris","startTime":255.199,"endTime":258.779,"body":"I think getting clear about"},{"speaker":"Melissa Morris","startTime":255.199,"endTime":258.779,"body":"scope, timeline, deliverables,"},{"speaker":"Melissa Morris","startTime":258.779,"endTime":260.799,"body":"and staying in good"},{"speaker":"Melissa Morris","startTime":258.779,"endTime":260.799,"body":"communication with your client"},{"speaker":"Melissa Morris","startTime":260.93899999999996,"endTime":264.459,"body":"does lead to friendly client"},{"speaker":"Melissa Morris","startTime":260.93899999999996,"endTime":264.459,"body":"relationships versus those"},{"speaker":"Melissa Morris","startTime":264.459,"endTime":266.029,"body":"that feel like us versus them."},{"speaker":"Galen Low","startTime":266.259,"endTime":267.769,"body":"I think it's really"},{"speaker":"Galen Low","startTime":266.259,"endTime":267.769,"body":"good because I think a lot"},{"speaker":"Galen Low","startTime":267.769,"endTime":271.179,"body":"of folks enter the role on"},{"speaker":"Galen Low","startTime":267.769,"endTime":271.179,"body":"purpose or by accident, right?"},{"speaker":"Galen Low","startTime":271.379,"endTime":273.899,"body":"And things happen to them"},{"speaker":"Galen Low","startTime":271.379,"endTime":273.899,"body":"and it feels very reactive."},{"speaker":"Galen Low","startTime":273.899,"endTime":276.55899999999997,"body":"It's okay, client requests"},{"speaker":"Galen Low","startTime":273.899,"endTime":276.55899999999997,"body":"coming in and there's this"},{"speaker":"Galen Low","startTime":276.56899999999996,"endTime":278.209,"body":"pressure to do a thing."},{"speaker":"Galen Low","startTime":278.209,"endTime":280.44899999999996,"body":"And I don't think a lot"},{"speaker":"Galen Low","startTime":278.209,"endTime":280.44899999999996,"body":"of project managers enter"},{"speaker":"Galen Low","startTime":280.44899999999996,"endTime":282.60900000000004,"body":"the role thinking of"},{"speaker":"Galen Low","startTime":280.44899999999996,"endTime":282.60900000000004,"body":"themselves as a specialist."},{"speaker":"Galen Low","startTime":283.034,"endTime":285.33399999999995,"body":"And if they do think of"},{"speaker":"Galen Low","startTime":283.034,"endTime":285.33399999999995,"body":"themselves as a specialist,"},{"speaker":"Galen Low","startTime":285.56399999999996,"endTime":288.164,"body":"it's not often that they"},{"speaker":"Galen Low","startTime":285.56399999999996,"endTime":288.164,"body":"think of themselves as a"},{"speaker":"Galen Low","startTime":288.174,"endTime":290.48400000000004,"body":"relationship specialist,"},{"speaker":"Galen Low","startTime":288.174,"endTime":290.48400000000004,"body":"that they're in the lead."},{"speaker":"Galen Low","startTime":290.494,"endTime":293.394,"body":"I like that framing that you"},{"speaker":"Galen Low","startTime":290.494,"endTime":293.394,"body":"are leading the relationship."},{"speaker":"Galen Low","startTime":293.634,"endTime":294.85400000000004,"body":"It's not happening to you."},{"speaker":"Galen Low","startTime":295.054,"endTime":297.424,"body":"Things will happen to you,"},{"speaker":"Galen Low","startTime":295.054,"endTime":297.424,"body":"but like that overall thing is"},{"speaker":"Galen Low","startTime":297.43399999999997,"endTime":298.874,"body":"something that you can control."},{"speaker":"Galen Low","startTime":299.139,"endTime":301.539,"body":"I like that sort of twist of"},{"speaker":"Galen Low","startTime":299.139,"endTime":301.539,"body":"yeah, you can make it positive."},{"speaker":"Galen Low","startTime":301.55899999999997,"endTime":305.21900000000005,"body":"Like it's a perspective, but"},{"speaker":"Galen Low","startTime":301.55899999999997,"endTime":305.21900000000005,"body":"also not like delusionally"},{"speaker":"Galen Low","startTime":305.779,"endTime":306.97900000000004,"body":"you can actually do this."},{"speaker":"Galen Low","startTime":306.97900000000004,"endTime":309.269,"body":"There are things you can do"},{"speaker":"Galen Low","startTime":306.97900000000004,"endTime":309.269,"body":"to improve communication,"},{"speaker":"Galen Low","startTime":309.299,"endTime":312.05899999999997,"body":"to make the relationship a"},{"speaker":"Galen Low","startTime":309.299,"endTime":312.05899999999997,"body":"little bit more comfy and fun."},{"speaker":"Galen Low","startTime":312.429,"endTime":314.82899999999995,"body":"I think a lot of folks sometimes"},{"speaker":"Galen Low","startTime":312.429,"endTime":314.82899999999995,"body":"will say to me, they're like."},{"speaker":"Galen Low","startTime":315.174,"endTime":316.35400000000004,"body":"Yeah, but clients are clients."},{"speaker":"Galen Low","startTime":316.35400000000004,"endTime":319.45399999999995,"body":"I'm like, why would I"},{"speaker":"Galen Low","startTime":316.35400000000004,"endTime":319.45399999999995,"body":"invest more time to make"},{"speaker":"Galen Low","startTime":319.494,"endTime":320.664,"body":"this a good relationship?"},{"speaker":"Galen Low","startTime":321.154,"endTime":321.57399999999996,"body":"Sure."},{"speaker":"Galen Low","startTime":321.58399999999995,"endTime":324.174,"body":"Maybe it'll be easier for me,"},{"speaker":"Galen Low","startTime":321.58399999999995,"endTime":324.174,"body":"but it seems like more work."},{"speaker":"Galen Low","startTime":324.534,"endTime":325.36400000000003,"body":"How do I benefit?"},{"speaker":"Melissa Morris","startTime":326.244,"endTime":326.544,"body":"Yeah."},{"speaker":"Melissa Morris","startTime":326.544,"endTime":327.994,"body":"And we talked about this too."},{"speaker":"Melissa Morris","startTime":328.07399999999996,"endTime":329.58399999999995,"body":"I am always of the mindset."},{"speaker":"Melissa Morris","startTime":329.58399999999995,"endTime":332.054,"body":"It is easier to keep the"},{"speaker":"Melissa Morris","startTime":329.58399999999995,"endTime":332.054,"body":"clients that you do have"},{"speaker":"Melissa Morris","startTime":332.294,"endTime":333.81399999999996,"body":"than to go find new ones."},{"speaker":"Melissa Morris","startTime":334.48400000000004,"endTime":335.264,"body":"And think about it."},{"speaker":"Melissa Morris","startTime":335.274,"endTime":337.36400000000003,"body":"Your current clients"},{"speaker":"Melissa Morris","startTime":335.274,"endTime":337.36400000000003,"body":"are your business."},{"speaker":"Melissa Morris","startTime":337.794,"endTime":338.384,"body":"Let me say it again."},{"speaker":"Melissa Morris","startTime":338.404,"endTime":340.384,"body":"Your current clients"},{"speaker":"Melissa Morris","startTime":338.404,"endTime":340.384,"body":"are your business."},{"speaker":"Melissa Morris","startTime":340.84400000000005,"endTime":343.134,"body":"If you didn't have any"},{"speaker":"Melissa Morris","startTime":340.84400000000005,"endTime":343.134,"body":"of your current clients,"},{"speaker":"Melissa Morris","startTime":343.634,"endTime":344.95399999999995,"body":"would you have a business?"},{"speaker":"Melissa Morris","startTime":345.509,"endTime":348.509,"body":"And I think it's easy to"},{"speaker":"Melissa Morris","startTime":345.509,"endTime":348.509,"body":"forget that because we are"},{"speaker":"Melissa Morris","startTime":348.55899999999997,"endTime":351.649,"body":"get the project, pass it off,"},{"speaker":"Melissa Morris","startTime":348.55899999999997,"endTime":351.649,"body":"go find the next sale, right?"},{"speaker":"Melissa Morris","startTime":352.07899999999995,"endTime":355.409,"body":"And I think that can start to"},{"speaker":"Melissa Morris","startTime":352.07899999999995,"endTime":355.409,"body":"be the mindset, particularly"},{"speaker":"Melissa Morris","startTime":355.44899999999996,"endTime":358.32899999999995,"body":"if you have a agency or"},{"speaker":"Melissa Morris","startTime":355.44899999999996,"endTime":358.32899999999995,"body":"business that is a little"},{"speaker":"Melissa Morris","startTime":358.32899999999995,"endTime":362.119,"body":"more project oriented versus"},{"speaker":"Melissa Morris","startTime":358.32899999999995,"endTime":362.119,"body":"ongoing relationship oriented."},{"speaker":"Melissa Morris","startTime":362.33900000000006,"endTime":364.429,"body":"But I always think you"},{"speaker":"Melissa Morris","startTime":362.33900000000006,"endTime":364.429,"body":"should be thinking about"},{"speaker":"Melissa Morris","startTime":364.429,"endTime":365.269,"body":"your current clients."},{"speaker":"Melissa Morris","startTime":365.35900000000004,"endTime":366.749,"body":"Yes, have a pipeline."},{"speaker":"Melissa Morris","startTime":366.759,"endTime":368.289,"body":"Yes, been in sales."},{"speaker":"Melissa Morris","startTime":368.31899999999996,"endTime":371.299,"body":"Yes, be focused on"},{"speaker":"Melissa Morris","startTime":368.31899999999996,"endTime":371.299,"body":"lead gen. Absolutely."},{"speaker":"Melissa Morris","startTime":372.31899999999996,"endTime":374.639,"body":"You could also be asking"},{"speaker":"Melissa Morris","startTime":372.31899999999996,"endTime":374.639,"body":"more of your current clients."},{"speaker":"Melissa Morris","startTime":375.024,"endTime":377.23400000000004,"body":"Is there another project"},{"speaker":"Melissa Morris","startTime":375.024,"endTime":377.23400000000004,"body":"they can slide into?"},{"speaker":"Melissa Morris","startTime":377.34400000000005,"endTime":379.494,"body":"Can we make sure they"},{"speaker":"Melissa Morris","startTime":377.34400000000005,"endTime":379.494,"body":"renew their agreement?"},{"speaker":"Melissa Morris","startTime":379.86400000000003,"endTime":381.514,"body":"Can they send you referrals?"},{"speaker":"Melissa Morris","startTime":382.029,"endTime":385.409,"body":"Nurturing your current"},{"speaker":"Melissa Morris","startTime":382.029,"endTime":385.409,"body":"clients will go a long"},{"speaker":"Melissa Morris","startTime":385.419,"endTime":388.69899999999996,"body":"way towards a very healthy"},{"speaker":"Melissa Morris","startTime":385.419,"endTime":388.69899999999996,"body":"bottom line in your agency."},{"speaker":"Galen Low","startTime":389.049,"endTime":390.83000000000004,"body":"I love that in"},{"speaker":"Galen Low","startTime":389.049,"endTime":390.83000000000004,"body":"terms of a sort of relationship"},{"speaker":"Galen Low","startTime":390.83000000000004,"endTime":391.75,"body":"driven business model."},{"speaker":"Galen Low","startTime":391.94899999999996,"endTime":394.549,"body":"Cause to your point, acquiring"},{"speaker":"Galen Low","startTime":391.94899999999996,"endTime":394.549,"body":"a new client is a lot of work."},{"speaker":"Galen Low","startTime":394.54999999999995,"endTime":395.05999999999995,"body":"It's expensive."},{"speaker":"Galen Low","startTime":395.76,"endTime":396.85900000000004,"body":"There's risk involved."},{"speaker":"Galen Low","startTime":397.1,"endTime":399.57899999999995,"body":"And when you have existing"},{"speaker":"Galen Low","startTime":397.1,"endTime":399.57899999999995,"body":"clients, like that is probably"},{"speaker":"Galen Low","startTime":399.58000000000004,"endTime":403.93899999999996,"body":"some of the best way to at"},{"speaker":"Galen Low","startTime":399.58000000000004,"endTime":403.93899999999996,"body":"least have an ongoing pipeline"},{"speaker":"Galen Low","startTime":403.93899999999996,"endTime":407.139,"body":"or opportunity to do more"},{"speaker":"Galen Low","startTime":403.93899999999996,"endTime":407.139,"body":"great work without necessarily"},{"speaker":"Galen Low","startTime":407.149,"endTime":409.529,"body":"having to go back out, into"},{"speaker":"Galen Low","startTime":407.149,"endTime":409.529,"body":"the cold calling world."},{"speaker":"Galen Low","startTime":409.57899999999995,"endTime":409.59900000000005,"body":"Yeah."},{"speaker":"Galen Low","startTime":410.005,"endTime":412.005,"body":"The thing I'm thinking about in"},{"speaker":"Galen Low","startTime":410.005,"endTime":412.005,"body":"my head is that at the time of"},{"speaker":"Galen Low","startTime":412.005,"endTime":414.595,"body":"recording, a lot of folks are"},{"speaker":"Galen Low","startTime":412.005,"endTime":414.595,"body":"sort of worried about layoffs"},{"speaker":"Galen Low","startTime":414.595,"endTime":415.80499999999995,"body":"or have been hit by layoffs."},{"speaker":"Galen Low","startTime":416.08500000000004,"endTime":418.83500000000004,"body":"And some of the stories I hear"},{"speaker":"Galen Low","startTime":416.08500000000004,"endTime":418.83500000000004,"body":"are that, yeah, like they cut"},{"speaker":"Galen Low","startTime":418.83500000000004,"endTime":421.865,"body":"the whole, project management"},{"speaker":"Galen Low","startTime":418.83500000000004,"endTime":421.865,"body":"team down like way down, but"},{"speaker":"Galen Low","startTime":421.865,"endTime":423.93499999999995,"body":"they kept the sales team and"},{"speaker":"Galen Low","startTime":421.865,"endTime":423.93499999999995,"body":"they're like, what gives?"},{"speaker":"Galen Low","startTime":424.235,"endTime":427.08500000000004,"body":"And you can see how the model"},{"speaker":"Galen Low","startTime":424.235,"endTime":427.08500000000004,"body":"of yeah, let's just turn"},{"speaker":"Galen Low","startTime":427.08500000000004,"endTime":428.04499999999996,"body":"through projects and clients."},{"speaker":"Galen Low","startTime":428.04499999999996,"endTime":429.04499999999996,"body":"Like we need to get new clients."},{"speaker":"Galen Low","startTime":429.49,"endTime":432.54999999999995,"body":"Actually could paint a, I"},{"speaker":"Galen Low","startTime":429.49,"endTime":432.54999999999995,"body":"was going to say bad picture,"},{"speaker":"Galen Low","startTime":432.54999999999995,"endTime":433.14,"body":"but you know what I mean?"},{"speaker":"Galen Low","startTime":433.14,"endTime":435.28,"body":"Like it doesn't necessarily"},{"speaker":"Galen Low","startTime":433.14,"endTime":435.28,"body":"bode well for a project manager."},{"speaker":"Melissa Morris","startTime":435.38,"endTime":435.82000000000005,"body":"Yeah."},{"speaker":"Melissa Morris","startTime":435.82000000000005,"endTime":436.53999999999996,"body":"It's confusing."},{"speaker":"Melissa Morris","startTime":436.53999999999996,"endTime":437.40999999999997,"body":"It's a alignment."},{"speaker":"Melissa Morris","startTime":437.40999999999997,"endTime":439.27,"body":"You're like, I'm"},{"speaker":"Melissa Morris","startTime":437.40999999999997,"endTime":439.27,"body":"doing a lot here."},{"speaker":"Melissa Morris","startTime":439.29999999999995,"endTime":441.45000000000005,"body":"I'm telling, you're telling"},{"speaker":"Melissa Morris","startTime":439.29999999999995,"endTime":441.45000000000005,"body":"me, Oh, nurture your clients."},{"speaker":"Melissa Morris","startTime":441.45000000000005,"endTime":443.47,"body":"And they're just worried"},{"speaker":"Melissa Morris","startTime":441.45000000000005,"endTime":443.47,"body":"about the sales team."},{"speaker":"Melissa Morris","startTime":443.77,"endTime":445.82000000000005,"body":"But I can tell you, I"},{"speaker":"Melissa Morris","startTime":443.77,"endTime":445.82000000000005,"body":"worked in agencies for"},{"speaker":"Melissa Morris","startTime":445.86,"endTime":448.49,"body":"almost 10 years before I"},{"speaker":"Melissa Morris","startTime":445.86,"endTime":448.49,"body":"started my own business."},{"speaker":"Melissa Morris","startTime":448.51,"endTime":451.91999999999996,"body":"And during that time at these"},{"speaker":"Melissa Morris","startTime":448.51,"endTime":451.91999999999996,"body":"agencies, it was my job to grow"},{"speaker":"Melissa Morris","startTime":451.91999999999996,"endTime":455.25,"body":"the current book of clients"},{"speaker":"Melissa Morris","startTime":451.91999999999996,"endTime":455.25,"body":"and not go get new ones."},{"speaker":"Melissa Morris","startTime":455.26,"endTime":456.72,"body":"That was sales."},{"speaker":"Melissa Morris","startTime":456.73,"endTime":457.80999999999995,"body":"That wasn't my role."},{"speaker":"Melissa Morris","startTime":458.125,"endTime":461.03499999999997,"body":"But if I was handed an account"},{"speaker":"Melissa Morris","startTime":458.125,"endTime":461.03499999999997,"body":"and it was a half a million"},{"speaker":"Melissa Morris","startTime":461.03499999999997,"endTime":464.005,"body":"dollar account, I was expected"},{"speaker":"Melissa Morris","startTime":461.03499999999997,"endTime":464.005,"body":"to grow that and look for"},{"speaker":"Melissa Morris","startTime":464.005,"endTime":467.20500000000004,"body":"opportunities and retain that"},{"speaker":"Melissa Morris","startTime":464.005,"endTime":467.20500000000004,"body":"relationship that was absolutely"},{"speaker":"Melissa Morris","startTime":467.20500000000004,"endTime":468.615,"body":"a part of my job, right?"},{"speaker":"Melissa Morris","startTime":468.855,"endTime":472.28499999999997,"body":"You even think about the title,"},{"speaker":"Melissa Morris","startTime":468.855,"endTime":472.28499999999997,"body":"account manager, you are the"},{"speaker":"Melissa Morris","startTime":472.28499999999997,"endTime":474.54499999999996,"body":"manager, you're leading it,"},{"speaker":"Melissa Morris","startTime":472.28499999999997,"endTime":474.54499999999996,"body":"you're in the charge of it."},{"speaker":"Melissa Morris","startTime":474.80999999999995,"endTime":477.9,"body":"You should always be looking"},{"speaker":"Melissa Morris","startTime":474.80999999999995,"endTime":477.9,"body":"for opportunities to grow"},{"speaker":"Melissa Morris","startTime":477.9,"endTime":480.41999999999996,"body":"your book of business with"},{"speaker":"Melissa Morris","startTime":477.9,"endTime":480.41999999999996,"body":"the client that you have."},{"speaker":"Galen Low","startTime":480.67999999999995,"endTime":481.04999999999995,"body":"I love that."},{"speaker":"Galen Low","startTime":481.05999999999995,"endTime":483.03,"body":"I want to come back to that"},{"speaker":"Galen Low","startTime":481.05999999999995,"endTime":483.03,"body":"too, because my background has"},{"speaker":"Galen Low","startTime":483.03,"endTime":485.71000000000004,"body":"always been like an account"},{"speaker":"Galen Low","startTime":483.03,"endTime":485.71000000000004,"body":"manager slash project manager"},{"speaker":"Galen Low","startTime":485.95000000000005,"endTime":487.61,"body":"slash BDE kind of hybrid role."},{"speaker":"Melissa Morris","startTime":487.61,"endTime":489.15,"body":"Well, we"},{"speaker":"Melissa Morris","startTime":487.61,"endTime":489.15,"body":"all do in that world, right?"},{"speaker":"Galen Low","startTime":489.6,"endTime":491.25,"body":"Well, I mean, isn't"},{"speaker":"Galen Low","startTime":489.6,"endTime":491.25,"body":"that, that is the sort of the"},{"speaker":"Galen Low","startTime":491.25,"endTime":494.80999999999995,"body":"agency life agency hustle, not"},{"speaker":"Galen Low","startTime":491.25,"endTime":494.80999999999995,"body":"necessarily like the icky side,"},{"speaker":"Galen Low","startTime":494.80999999999995,"endTime":496.28,"body":"but good work begets good work."},{"speaker":"Galen Low","startTime":496.47,"endTime":498.11,"body":"And it is sort of"},{"speaker":"Galen Low","startTime":496.47,"endTime":498.11,"body":"relationship driven."},{"speaker":"Galen Low","startTime":498.12,"endTime":500.32000000000005,"body":"That is a way to run an agency."},{"speaker":"Galen Low","startTime":500.57000000000005,"endTime":503.62,"body":"Profitably, predictably, all"},{"speaker":"Galen Low","startTime":500.57000000000005,"endTime":503.62,"body":"that stuff, and that trickles"},{"speaker":"Galen Low","startTime":503.62,"endTime":506.83000000000004,"body":"down to the staff to have that"},{"speaker":"Galen Low","startTime":503.62,"endTime":506.83000000000004,"body":"stability, to have that level"},{"speaker":"Galen Low","startTime":506.83000000000004,"endTime":509.35,"body":"of comfort where it's not all"},{"speaker":"Galen Low","startTime":506.83000000000004,"endTime":509.35,"body":"new, all chaotic all the time."},{"speaker":"Galen Low","startTime":509.58000000000004,"endTime":511.29999999999995,"body":"And, I can see a lot"},{"speaker":"Galen Low","startTime":509.58000000000004,"endTime":511.29999999999995,"body":"of benefit to that."},{"speaker":"Galen Low","startTime":511.32000000000005,"endTime":513.38,"body":"I want to come back to that in"},{"speaker":"Galen Low","startTime":511.32000000000005,"endTime":513.38,"body":"a little bit, but I wanted to"},{"speaker":"Galen Low","startTime":513.38,"endTime":516.25,"body":"touch on, I want to learn a bit"},{"speaker":"Galen Low","startTime":513.38,"endTime":516.25,"body":"more about Agency Authority."},{"speaker":"Galen Low","startTime":516.26,"endTime":519.39,"body":"Like you are the founder there,"},{"speaker":"Galen Low","startTime":516.26,"endTime":519.39,"body":"your consultancy that works"},{"speaker":"Galen Low","startTime":519.39,"endTime":522.58,"body":"with agencies to look at their"},{"speaker":"Galen Low","startTime":519.39,"endTime":522.58,"body":"project management process,"},{"speaker":"Galen Low","startTime":522.58,"endTime":523.74,"body":"to look at their operations."},{"speaker":"Galen Low","startTime":524.11,"endTime":526.1,"body":"Can you tell me a bit about"},{"speaker":"Galen Low","startTime":524.11,"endTime":526.1,"body":"who your team helps and how?"},{"speaker":"Melissa Morris","startTime":526.29,"endTime":528.31,"body":"Yeah, so"},{"speaker":"Melissa Morris","startTime":526.29,"endTime":528.31,"body":"we serve multi six figure"},{"speaker":"Melissa Morris","startTime":528.33,"endTime":531.04,"body":"agencies working to scale"},{"speaker":"Melissa Morris","startTime":528.33,"endTime":531.04,"body":"towards a million dollars."},{"speaker":"Melissa Morris","startTime":531.29,"endTime":533.88,"body":"And we do that by helping them"},{"speaker":"Melissa Morris","startTime":531.29,"endTime":533.88,"body":"get the foundations in place"},{"speaker":"Melissa Morris","startTime":533.9,"endTime":535.9499999999999,"body":"to support sustainable scaling."},{"speaker":"Melissa Morris","startTime":535.99,"endTime":538.42,"body":"And we do that through a"},{"speaker":"Melissa Morris","startTime":535.99,"endTime":538.42,"body":"framework called TOP, where"},{"speaker":"Melissa Morris","startTime":538.42,"endTime":540.6899999999999,"body":"we're focusing on your"},{"speaker":"Melissa Morris","startTime":538.42,"endTime":540.6899999999999,"body":"team, your offers, your"},{"speaker":"Melissa Morris","startTime":540.6899999999999,"endTime":542.61,"body":"processes, and your pipeline."},{"speaker":"Melissa Morris","startTime":542.63,"endTime":544.98,"body":"So while I am a big fan"},{"speaker":"Melissa Morris","startTime":542.63,"endTime":544.98,"body":"of nurturing your current"},{"speaker":"Melissa Morris","startTime":544.98,"endTime":547.67,"body":"clients and maintaining"},{"speaker":"Melissa Morris","startTime":544.98,"endTime":547.67,"body":"it, I also understand that"},{"speaker":"Melissa Morris","startTime":547.74,"endTime":549.01,"body":"sales is a part of that."},{"speaker":"Melissa Morris","startTime":549.37,"endTime":551.6899999999999,"body":"So we're looking at these four"},{"speaker":"Melissa Morris","startTime":549.37,"endTime":551.6899999999999,"body":"pillars because I have found"},{"speaker":"Melissa Morris","startTime":551.6899999999999,"endTime":554.64,"body":"that these, I mean, even into"},{"speaker":"Melissa Morris","startTime":551.6899999999999,"endTime":554.64,"body":"million dollar agencies and"},{"speaker":"Melissa Morris","startTime":554.64,"endTime":557.4,"body":"multi million dollar agencies,"},{"speaker":"Melissa Morris","startTime":554.64,"endTime":557.4,"body":"if you don't have a solid"},{"speaker":"Melissa Morris","startTime":557.4,"endTime":560.8,"body":"team, solid offers, solid"},{"speaker":"Melissa Morris","startTime":557.4,"endTime":560.8,"body":"processes, and a solid pipeline,"},{"speaker":"Melissa Morris","startTime":561.02,"endTime":562.23,"body":"you've got some work to do."},{"speaker":"Melissa Morris","startTime":562.51,"endTime":564.4599999999999,"body":"You're definitely going"},{"speaker":"Melissa Morris","startTime":562.51,"endTime":564.4599999999999,"body":"to have trouble gaining"},{"speaker":"Melissa Morris","startTime":564.4599999999999,"endTime":567.6899999999999,"body":"sustainably, keeping revenue"},{"speaker":"Melissa Morris","startTime":564.4599999999999,"endTime":567.6899999999999,"body":"up, profit margins up."},{"speaker":"Melissa Morris","startTime":567.9,"endTime":570.56,"body":"These are just the four pillars"},{"speaker":"Melissa Morris","startTime":567.9,"endTime":570.56,"body":"of really any successful agency."},{"speaker":"Galen Low","startTime":570.9399999999999,"endTime":571.47,"body":"That's really cool."},{"speaker":"Galen Low","startTime":571.47,"endTime":572.0799999999999,"body":"I like that."},{"speaker":"Galen Low","startTime":572.13,"endTime":575.62,"body":"My, the pipeline piece also as"},{"speaker":"Galen Low","startTime":572.13,"endTime":575.62,"body":"a mix in some of the agencies"},{"speaker":"Galen Low","startTime":575.62,"endTime":578.65,"body":"I worked with, like it was sort"},{"speaker":"Galen Low","startTime":575.62,"endTime":578.65,"body":"of a forecast or a projection"},{"speaker":"Galen Low","startTime":578.65,"endTime":580.55,"body":"of net new opportunities, right?"},{"speaker":"Galen Low","startTime":580.56,"endTime":582.97,"body":"That pipeline, but also"},{"speaker":"Galen Low","startTime":580.56,"endTime":582.97,"body":"still the like retained"},{"speaker":"Galen Low","startTime":582.97,"endTime":584.52,"body":"account forecast, right?"},{"speaker":"Galen Low","startTime":584.53,"endTime":585.8,"body":"What are we projecting"},{"speaker":"Galen Low","startTime":584.53,"endTime":585.8,"body":"for this account?"},{"speaker":"Galen Low","startTime":586.0699999999999,"endTime":586.39,"body":"I don't know."},{"speaker":"Galen Low","startTime":586.39,"endTime":588.5899999999999,"body":"Not everyone would say call"},{"speaker":"Galen Low","startTime":586.39,"endTime":588.5899999999999,"body":"it a pipeline, but it is set"},{"speaker":"Galen Low","startTime":588.5899999999999,"endTime":593.259,"body":"still, cashflow revenue stream"},{"speaker":"Galen Low","startTime":588.5899999999999,"endTime":593.259,"body":"flow of work to keep your"},{"speaker":"Galen Low","startTime":593.259,"endTime":594.7389999999999,"body":"staff doing, what they do well."},{"speaker":"Galen Low","startTime":595.079,"endTime":595.619,"body":"I really like that."},{"speaker":"Galen Low","startTime":595.629,"endTime":598.299,"body":"I like the targeting of"},{"speaker":"Galen Low","startTime":595.629,"endTime":598.299,"body":"the, getting from the multi"},{"speaker":"Galen Low","startTime":598.4889999999999,"endTime":599.819,"body":"six figures into a million."},{"speaker":"Galen Low","startTime":600.189,"endTime":602.3389999999999,"body":"There's just so much"},{"speaker":"Galen Low","startTime":600.189,"endTime":602.3389999999999,"body":"that happens for an"},{"speaker":"Galen Low","startTime":602.3389999999999,"endTime":604.009,"body":"agency in that stage."},{"speaker":"Melissa Morris","startTime":604.2189999999999,"endTime":604.809,"body":"There's a lot..."},{"speaker":"Galen Low","startTime":605.199,"endTime":607.579,"body":"...to grow like in a"},{"speaker":"Galen Low","startTime":605.199,"endTime":607.579,"body":"sustainable and predictable way."},{"speaker":"Melissa Morris","startTime":607.879,"endTime":608.2289999999999,"body":"Yes."},{"speaker":"Melissa Morris","startTime":608.2289999999999,"endTime":610.1089999999999,"body":"There's like these"},{"speaker":"Melissa Morris","startTime":608.2289999999999,"endTime":610.1089999999999,"body":"pivotal benchmarks, right?"},{"speaker":"Melissa Morris","startTime":610.1089999999999,"endTime":613.279,"body":"Once you get to that first"},{"speaker":"Melissa Morris","startTime":610.1089999999999,"endTime":613.279,"body":"300 K you're like, okay, we've"},{"speaker":"Melissa Morris","startTime":613.279,"endTime":614.419,"body":"got something rolling here."},{"speaker":"Melissa Morris","startTime":614.419,"endTime":616.8489999999999,"body":"And then you start getting to"},{"speaker":"Melissa Morris","startTime":614.419,"endTime":616.8489999999999,"body":"that half a million and you're."},{"speaker":"Melissa Morris","startTime":617.134,"endTime":619.304,"body":"You're like, Oh, this is really"},{"speaker":"Melissa Morris","startTime":617.134,"endTime":619.304,"body":"getting a lot more than I"},{"speaker":"Melissa Morris","startTime":619.304,"endTime":621.2139999999999,"body":"can keep my hands on, right?"},{"speaker":"Melissa Morris","startTime":621.2139999999999,"endTime":623.784,"body":"And me and my right"},{"speaker":"Melissa Morris","startTime":621.2139999999999,"endTime":623.784,"body":"hand are having trouble."},{"speaker":"Melissa Morris","startTime":623.804,"endTime":626.144,"body":"And then you're"},{"speaker":"Melissa Morris","startTime":623.804,"endTime":626.144,"body":"bringing on more team."},{"speaker":"Melissa Morris","startTime":626.174,"endTime":628.424,"body":"And now that team is really"},{"speaker":"Melissa Morris","startTime":626.174,"endTime":628.424,"body":"confused because they don't"},{"speaker":"Melissa Morris","startTime":628.424,"endTime":630.624,"body":"have the institutional"},{"speaker":"Melissa Morris","startTime":628.424,"endTime":630.624,"body":"knowledge of the two, three"},{"speaker":"Melissa Morris","startTime":630.624,"endTime":633.624,"body":"people who've been supporting"},{"speaker":"Melissa Morris","startTime":630.624,"endTime":633.624,"body":"you all along the way."},{"speaker":"Melissa Morris","startTime":633.634,"endTime":636.6039999999999,"body":"And oftentimes your clients are"},{"speaker":"Melissa Morris","startTime":633.634,"endTime":636.6039999999999,"body":"changing the type of clients"},{"speaker":"Melissa Morris","startTime":636.694,"endTime":639.574,"body":"you serve and support are"},{"speaker":"Melissa Morris","startTime":636.694,"endTime":639.574,"body":"starting to look different."},{"speaker":"Melissa Morris","startTime":639.8439999999999,"endTime":644.774,"body":"So how do we lean in to these"},{"speaker":"Melissa Morris","startTime":639.8439999999999,"endTime":644.774,"body":"new clients and these new offers"},{"speaker":"Melissa Morris","startTime":644.774,"endTime":646.624,"body":"that feel more in alignment"},{"speaker":"Melissa Morris","startTime":644.774,"endTime":646.624,"body":"with the direction we want"},{"speaker":"Melissa Morris","startTime":646.624,"endTime":649.2339999999999,"body":"to take our agency without"},{"speaker":"Melissa Morris","startTime":646.624,"endTime":649.2339999999999,"body":"alienating the people who got"},{"speaker":"Melissa Morris","startTime":649.2339999999999,"endTime":652.804,"body":"us here and the clients who"},{"speaker":"Melissa Morris","startTime":649.2339999999999,"endTime":652.804,"body":"supported us to this moment."},{"speaker":"Melissa Morris","startTime":652.804,"endTime":655.744,"body":"And how do we work"},{"speaker":"Melissa Morris","startTime":652.804,"endTime":655.744,"body":"some into new packages?"},{"speaker":"Melissa Morris","startTime":655.754,"endTime":659.664,"body":"How do we lessen the lease and"},{"speaker":"Melissa Morris","startTime":655.754,"endTime":659.664,"body":"thank those that just aren't a"},{"speaker":"Melissa Morris","startTime":659.664,"endTime":662.3639999999999,"body":"good fit for us and doing that"},{"speaker":"Melissa Morris","startTime":659.664,"endTime":662.3639999999999,"body":"in a really great way so that"},{"speaker":"Melissa Morris","startTime":662.524,"endTime":663.914,"body":"we can all still be friendly."},{"speaker":"Melissa Morris","startTime":664.559,"endTime":665.519,"body":"And all that good stuff."},{"speaker":"Melissa Morris","startTime":665.519,"endTime":669.6089999999999,"body":"So there's lots of steps to"},{"speaker":"Melissa Morris","startTime":665.519,"endTime":669.6089999999999,"body":"get to that million dollar."},{"speaker":"Melissa Morris","startTime":669.6089999999999,"endTime":672.7289999999999,"body":"And once you start getting"},{"speaker":"Melissa Morris","startTime":669.6089999999999,"endTime":672.7289999999999,"body":"closer to that half a million"},{"speaker":"Melissa Morris","startTime":672.7289999999999,"endTime":675.119,"body":"and beyond, it can feel a"},{"speaker":"Melissa Morris","startTime":672.7289999999999,"endTime":675.119,"body":"little bit like a wild ride"},{"speaker":"Melissa Morris","startTime":675.119,"endTime":675.869,"body":"there for a hot minute."},{"speaker":"Galen Low","startTime":677.2289999999999,"endTime":678.319,"body":"The game changes."},{"speaker":"Galen Low","startTime":678.619,"endTime":681.664,"body":"I like even your framing"},{"speaker":"Galen Low","startTime":678.619,"endTime":681.664,"body":"on that because one thing"},{"speaker":"Galen Low","startTime":681.664,"endTime":684.654,"body":"that I really like about"},{"speaker":"Galen Low","startTime":681.664,"endTime":684.654,"body":"what you do is sort of this"},{"speaker":"Galen Low","startTime":684.824,"endTime":688.884,"body":"obsession, if I can say that."},{"speaker":"Galen Low","startTime":688.884,"endTime":690.934,"body":"And like obsession about"},{"speaker":"Galen Low","startTime":688.884,"endTime":690.934,"body":"like client relationships,"},{"speaker":"Galen Low","startTime":690.934,"endTime":693.8539999999999,"body":"like what you just said"},{"speaker":"Galen Low","startTime":690.934,"endTime":693.8539999999999,"body":"there was not about, yeah,"},{"speaker":"Galen Low","startTime":694.024,"endTime":696.2139999999999,"body":"cut off all those clients"},{"speaker":"Galen Low","startTime":694.024,"endTime":696.2139999999999,"body":"that we don't want anymore."},{"speaker":"Galen Low","startTime":696.2139999999999,"endTime":698.684,"body":"And, onward and upward, it's"},{"speaker":"Galen Low","startTime":696.2139999999999,"endTime":698.684,"body":"like, how do we retain and,"},{"speaker":"Galen Low","startTime":698.7339999999999,"endTime":701.774,"body":"keep this sort of Good blood for"},{"speaker":"Galen Low","startTime":698.7339999999999,"endTime":701.774,"body":"lack of a better word, right?"},{"speaker":"Galen Low","startTime":701.784,"endTime":703.924,"body":"So between everybody, it's"},{"speaker":"Galen Low","startTime":701.784,"endTime":703.924,"body":"something that factors"},{"speaker":"Galen Low","startTime":703.924,"endTime":704.584,"body":"in your work a lot."},{"speaker":"Galen Low","startTime":704.5939999999999,"endTime":707.194,"body":"I was wondering, can you tell"},{"speaker":"Galen Low","startTime":704.5939999999999,"endTime":707.194,"body":"me the story of just one of"},{"speaker":"Galen Low","startTime":707.254,"endTime":710.324,"body":"your client relationships that"},{"speaker":"Galen Low","startTime":707.254,"endTime":710.324,"body":"kind of sparked this obsession?"},{"speaker":"Melissa Morris","startTime":710.544,"endTime":711.184,"body":"Yeah."},{"speaker":"Melissa Morris","startTime":711.264,"endTime":714.884,"body":"So I was thinking about this"},{"speaker":"Melissa Morris","startTime":711.264,"endTime":714.884,"body":"and years ago, I worked at"},{"speaker":"Melissa Morris","startTime":715.024,"endTime":719.434,"body":"this boutique agency and we"},{"speaker":"Melissa Morris","startTime":715.024,"endTime":719.434,"body":"bought on a local ice cream"},{"speaker":"Melissa Morris","startTime":719.434,"endTime":722.634,"body":"shop as a client and they"},{"speaker":"Melissa Morris","startTime":719.434,"endTime":722.634,"body":"had a teeny tiny budget."},{"speaker":"Melissa Morris","startTime":722.674,"endTime":726.684,"body":"I mean, if it was even a hundred"},{"speaker":"Melissa Morris","startTime":722.674,"endTime":726.684,"body":"K that was like generous."},{"speaker":"Melissa Morris","startTime":727.204,"endTime":728.254,"body":"And they were struggling."},{"speaker":"Melissa Morris","startTime":728.254,"endTime":729.924,"body":"This couple was"},{"speaker":"Melissa Morris","startTime":728.254,"endTime":729.924,"body":"really struggling with"},{"speaker":"Melissa Morris","startTime":729.924,"endTime":731.024,"body":"this ice cream shop."},{"speaker":"Melissa Morris","startTime":731.044,"endTime":732.564,"body":"Sales were really down."},{"speaker":"Melissa Morris","startTime":732.884,"endTime":735.3639999999999,"body":"They were actually nearing"},{"speaker":"Melissa Morris","startTime":732.884,"endTime":735.3639999999999,"body":"retirement age and had hopes"},{"speaker":"Melissa Morris","startTime":735.394,"endTime":737.804,"body":"of selling the shop, right?"},{"speaker":"Melissa Morris","startTime":737.804,"endTime":738.6039999999999,"body":"This was part of it."},{"speaker":"Melissa Morris","startTime":738.6039999999999,"endTime":739.834,"body":"And they were very stressed."},{"speaker":"Melissa Morris","startTime":740.2139999999999,"endTime":743.634,"body":"They were doing, random"},{"speaker":"Melissa Morris","startTime":740.2139999999999,"endTime":743.634,"body":"little ads here, sponsorships"},{"speaker":"Melissa Morris","startTime":743.634,"endTime":746.074,"body":"there, and just really"},{"speaker":"Melissa Morris","startTime":743.634,"endTime":746.074,"body":"stressed when they came to us."},{"speaker":"Melissa Morris","startTime":746.444,"endTime":748.824,"body":"And I started working with"},{"speaker":"Melissa Morris","startTime":746.444,"endTime":748.824,"body":"these folks and I took"},{"speaker":"Melissa Morris","startTime":748.8439999999999,"endTime":752.034,"body":"their teeny tiny budget,"},{"speaker":"Melissa Morris","startTime":748.8439999999999,"endTime":752.034,"body":"but we got it focused."},{"speaker":"Melissa Morris","startTime":752.549,"endTime":756.129,"body":"We made small shifts, small"},{"speaker":"Melissa Morris","startTime":752.549,"endTime":756.129,"body":"changes, even within the store,"},{"speaker":"Melissa Morris","startTime":756.129,"endTime":757.4689999999999,"body":"we made some changes for them."},{"speaker":"Melissa Morris","startTime":757.889,"endTime":760.889,"body":"And within about a year, we"},{"speaker":"Melissa Morris","startTime":757.889,"endTime":760.889,"body":"completely turned it around."},{"speaker":"Melissa Morris","startTime":761.319,"endTime":762.389,"body":"Sales were back up."},{"speaker":"Melissa Morris","startTime":762.409,"endTime":764.039,"body":"Yes, sales were back up."},{"speaker":"Melissa Morris","startTime":764.3489999999999,"endTime":765.559,"body":"They were doing great."},{"speaker":"Melissa Morris","startTime":765.5989999999999,"endTime":768.119,"body":"And I think by year three,"},{"speaker":"Melissa Morris","startTime":765.5989999999999,"endTime":768.119,"body":"they sold the ice cream"},{"speaker":"Melissa Morris","startTime":768.119,"endTime":768.9789999999999,"body":"shop for the profit."},{"speaker":"Melissa Morris","startTime":769.019,"endTime":771.509,"body":"They went off, they retired,"},{"speaker":"Melissa Morris","startTime":769.019,"endTime":771.509,"body":"they got their little"},{"speaker":"Melissa Morris","startTime":771.509,"endTime":773.619,"body":"house by the river that"},{"speaker":"Melissa Morris","startTime":771.509,"endTime":773.619,"body":"they had been wanting."},{"speaker":"Melissa Morris","startTime":773.899,"endTime":778.669,"body":"And just to Be able to see like"},{"speaker":"Melissa Morris","startTime":773.899,"endTime":778.669,"body":"the transformation that this"},{"speaker":"Melissa Morris","startTime":778.669,"endTime":780.419,"body":"work can really do for people."},{"speaker":"Melissa Morris","startTime":780.699,"endTime":785.289,"body":"And, they trusted us and"},{"speaker":"Melissa Morris","startTime":780.699,"endTime":785.289,"body":"I felt that responsibility"},{"speaker":"Melissa Morris","startTime":785.289,"endTime":787.119,"body":"to, they hired us."},{"speaker":"Melissa Morris","startTime":787.579,"endTime":791.7189999999999,"body":"I think because it was such"},{"speaker":"Melissa Morris","startTime":787.579,"endTime":791.7189999999999,"body":"like a intimate, important"},{"speaker":"Melissa Morris","startTime":791.899,"endTime":794.379,"body":"moment, like an import, I"},{"speaker":"Melissa Morris","startTime":791.899,"endTime":794.379,"body":"knew how important it was"},{"speaker":"Melissa Morris","startTime":794.379,"endTime":797.289,"body":"for these people and it"},{"speaker":"Melissa Morris","startTime":794.379,"endTime":797.289,"body":"felt really important to me."},{"speaker":"Melissa Morris","startTime":797.299,"endTime":799.759,"body":"It just really was an easy way."},{"speaker":"Melissa Morris","startTime":799.779,"endTime":803.029,"body":"When you're working with a"},{"speaker":"Melissa Morris","startTime":799.779,"endTime":803.029,"body":"bigger corporation or a, we, we"},{"speaker":"Melissa Morris","startTime":803.029,"endTime":805.309,"body":"worked with like the counties"},{"speaker":"Melissa Morris","startTime":803.029,"endTime":805.309,"body":"recycling program, there's"},{"speaker":"Melissa Morris","startTime":805.319,"endTime":808.539,"body":"all these peoples and there's"},{"speaker":"Melissa Morris","startTime":805.319,"endTime":808.539,"body":"bureaucracy and it's hard to"},{"speaker":"Melissa Morris","startTime":808.539,"endTime":810.209,"body":"feel as connected to it, right."},{"speaker":"Melissa Morris","startTime":810.804,"endTime":812.914,"body":"But in this instance, I was"},{"speaker":"Melissa Morris","startTime":810.804,"endTime":812.914,"body":"just so connected to it."},{"speaker":"Melissa Morris","startTime":812.914,"endTime":815.944,"body":"It was just like a"},{"speaker":"Melissa Morris","startTime":812.914,"endTime":815.944,"body":"magnification of how important"},{"speaker":"Melissa Morris","startTime":816.044,"endTime":818.564,"body":"these relationships are"},{"speaker":"Melissa Morris","startTime":816.044,"endTime":818.564,"body":"and what they can mean for"},{"speaker":"Melissa Morris","startTime":818.754,"endTime":819.7239999999999,"body":"the people you're serving."},{"speaker":"Melissa Morris","startTime":819.744,"endTime":822.1039999999999,"body":"And you know how awesome it"},{"speaker":"Melissa Morris","startTime":819.744,"endTime":822.1039999999999,"body":"was to help these people."},{"speaker":"Melissa Morris","startTime":822.1139999999999,"endTime":824.074,"body":"So that was definitely"},{"speaker":"Melissa Morris","startTime":822.1139999999999,"endTime":824.074,"body":"the obsession."},{"speaker":"Melissa Morris","startTime":824.074,"endTime":825.704,"body":"It all started with some"},{"speaker":"Melissa Morris","startTime":824.074,"endTime":825.704,"body":"mint chocolate chip."},{"speaker":"Galen Low","startTime":827.394,"endTime":829.004,"body":"We got paid an"},{"speaker":"Galen Low","startTime":827.394,"endTime":829.004,"body":"ice cream for a few years."},{"speaker":"Melissa Morris","startTime":829.044,"endTime":830.914,"body":"I would say"},{"speaker":"Melissa Morris","startTime":829.044,"endTime":830.914,"body":"they did give us a lot of"},{"speaker":"Melissa Morris","startTime":830.914,"endTime":834.394,"body":"free ice cream, which also"},{"speaker":"Melissa Morris","startTime":830.914,"endTime":834.394,"body":"may have contributed to this."},{"speaker":"Melissa Morris","startTime":834.414,"endTime":835.804,"body":"We got a lot of free ice cream."},{"speaker":"Galen Low","startTime":836.834,"endTime":838.314,"body":"But isn't that"},{"speaker":"Galen Low","startTime":836.834,"endTime":838.314,"body":"the seed of it, right?"},{"speaker":"Galen Low","startTime":838.314,"endTime":840.924,"body":"Like it's like a relationship"},{"speaker":"Galen Low","startTime":838.314,"endTime":840.924,"body":"where you cared, right?"},{"speaker":"Galen Low","startTime":840.924,"endTime":842.374,"body":"And you had this"},{"speaker":"Galen Low","startTime":840.924,"endTime":842.374,"body":"sort of empathy."},{"speaker":"Galen Low","startTime":842.384,"endTime":845.3539999999999,"body":"You were along for the ride of"},{"speaker":"Galen Low","startTime":842.384,"endTime":845.3539999999999,"body":"the mission that they were on."},{"speaker":"Galen Low","startTime":845.754,"endTime":848.334,"body":"And by the sounds of"},{"speaker":"Galen Low","startTime":845.754,"endTime":848.334,"body":"it, it started Rocky."},{"speaker":"Galen Low","startTime":848.5939999999999,"endTime":848.884,"body":"Yes."},{"speaker":"Galen Low","startTime":848.894,"endTime":850.0939999999999,"body":"They were like, we need help."},{"speaker":"Galen Low","startTime":850.439,"endTime":851.9689999999999,"body":"We have a small budget,"},{"speaker":"Galen Low","startTime":850.439,"endTime":851.9689999999999,"body":"but we're throwing"},{"speaker":"Galen Low","startTime":851.9689999999999,"endTime":852.959,"body":"it all at you guys."},{"speaker":"Galen Low","startTime":853.2289999999999,"endTime":854.949,"body":"And I'm sure there were"},{"speaker":"Galen Low","startTime":853.2289999999999,"endTime":854.949,"body":"stressful moments of"},{"speaker":"Galen Low","startTime":854.949,"endTime":856.159,"body":"this is our livelihood."},{"speaker":"Galen Low","startTime":856.159,"endTime":858.3589999999999,"body":"Like you guys need to"},{"speaker":"Galen Low","startTime":856.159,"endTime":858.3589999999999,"body":"take this seriously."},{"speaker":"Galen Low","startTime":858.5989999999999,"endTime":860.689,"body":"We're freaking out and"},{"speaker":"Galen Low","startTime":858.5989999999999,"endTime":860.689,"body":"they might, not every"},{"speaker":"Galen Low","startTime":860.689,"endTime":862.9889999999999,"body":"email and correspondence"},{"speaker":"Galen Low","startTime":860.689,"endTime":862.9889999999999,"body":"and phone call with them."},{"speaker":"Galen Low","startTime":863.149,"endTime":866.169,"body":"I imagine was nice and calm"},{"speaker":"Galen Low","startTime":863.149,"endTime":866.169,"body":"and tickety boo, because..."},{"speaker":"Melissa Morris","startTime":866.279,"endTime":867.059,"body":"Not right."},{"speaker":"Galen Low","startTime":867.2289999999999,"endTime":868.029,"body":"It was"},{"speaker":"Galen Low","startTime":867.2289999999999,"endTime":868.029,"body":"their business."},{"speaker":"Galen Low","startTime":868.029,"endTime":869.399,"body":"This was their like life plan."},{"speaker":"Galen Low","startTime":869.5989999999999,"endTime":870.689,"body":"They need to make this happen."},{"speaker":"Galen Low","startTime":871.184,"endTime":872.674,"body":"And that can be stressful"},{"speaker":"Galen Low","startTime":871.184,"endTime":872.674,"body":"in and of itself."},{"speaker":"Galen Low","startTime":872.914,"endTime":875.2139999999999,"body":"And there could be some agency"},{"speaker":"Galen Low","startTime":872.914,"endTime":875.2139999999999,"body":"folks and project managers"},{"speaker":"Galen Low","startTime":875.2139999999999,"endTime":877.124,"body":"especially to be like,"},{"speaker":"Galen Low","startTime":875.2139999999999,"endTime":877.124,"body":"you're just another client."},{"speaker":"Galen Low","startTime":877.184,"endTime":880.124,"body":"I can't be bothered to care"},{"speaker":"Galen Low","startTime":877.184,"endTime":880.124,"body":"about your retirement plan."},{"speaker":"Galen Low","startTime":880.374,"endTime":883.564,"body":"I've got 6, 10, 25 other"},{"speaker":"Galen Low","startTime":880.374,"endTime":883.564,"body":"projects on the go."},{"speaker":"Galen Low","startTime":883.814,"endTime":885.184,"body":"I just need to shift you on."},{"speaker":"Galen Low","startTime":885.384,"endTime":887.7139999999999,"body":"Whereas this is something"},{"speaker":"Galen Low","startTime":885.384,"endTime":887.7139999999999,"body":"where you're able to get on"},{"speaker":"Galen Low","startTime":887.7139999999999,"endTime":890.764,"body":"side with their mission, feel"},{"speaker":"Galen Low","startTime":887.7139999999999,"endTime":890.764,"body":"like a part of it, and change"},{"speaker":"Galen Low","startTime":890.764,"endTime":891.7139999999999,"body":"your behavior in that way."},{"speaker":"Galen Low","startTime":891.744,"endTime":892.954,"body":"And also build that trust."},{"speaker":"Galen Low","startTime":892.954,"endTime":893.674,"body":"You use the word trust."},{"speaker":"Galen Low","startTime":894.139,"endTime":895.879,"body":"Trust doesn't come for"},{"speaker":"Galen Low","startTime":894.139,"endTime":895.879,"body":"free in my world, right?"},{"speaker":"Galen Low","startTime":895.879,"endTime":897.4889999999999,"body":"It's not like they"},{"speaker":"Galen Low","startTime":895.879,"endTime":897.4889999999999,"body":"walked in the door and"},{"speaker":"Galen Low","startTime":897.4889999999999,"endTime":898.569,"body":"were like, We trust you."},{"speaker":"Galen Low","startTime":898.8389999999999,"endTime":899.779,"body":"Here's all our money."},{"speaker":"Melissa Morris","startTime":900.409,"endTime":900.799,"body":"Right?"},{"speaker":"Melissa Morris","startTime":900.819,"endTime":901.179,"body":"Yeah."},{"speaker":"Melissa Morris","startTime":901.179,"endTime":902.519,"body":"No, you're absolutely right."},{"speaker":"Melissa Morris","startTime":902.759,"endTime":903.8389999999999,"body":"You're absolutely right."},{"speaker":"Melissa Morris","startTime":904.039,"endTime":907.189,"body":"There were rocky points,"},{"speaker":"Melissa Morris","startTime":904.039,"endTime":907.189,"body":"but coming back to clear"},{"speaker":"Melissa Morris","startTime":907.189,"endTime":910.529,"body":"communication, really"},{"speaker":"Melissa Morris","startTime":907.189,"endTime":910.529,"body":"nurturing that relationship,"},{"speaker":"Melissa Morris","startTime":910.529,"endTime":912.584,"body":"showing up for them,"},{"speaker":"Melissa Morris","startTime":910.529,"endTime":912.584,"body":"keeping them in the loop."},{"speaker":"Melissa Morris","startTime":912.9639999999999,"endTime":916.7239999999999,"body":"We were feeling like in a deep"},{"speaker":"Melissa Morris","startTime":912.9639999999999,"endTime":916.7239999999999,"body":"partnership about this, right?"},{"speaker":"Melissa Morris","startTime":916.7239999999999,"endTime":919.294,"body":"And it was like their"},{"speaker":"Melissa Morris","startTime":916.7239999999999,"endTime":919.294,"body":"success was also my success."},{"speaker":"Melissa Morris","startTime":919.324,"endTime":923.024,"body":"I did a good job if they're"},{"speaker":"Melissa Morris","startTime":919.324,"endTime":923.024,"body":"selling more ice cream."},{"speaker":"Melissa Morris","startTime":923.2339999999999,"endTime":927.394,"body":"And so that connectedness and"},{"speaker":"Melissa Morris","startTime":923.2339999999999,"endTime":927.394,"body":"that partnership, I think, leads"},{"speaker":"Melissa Morris","startTime":927.394,"endTime":930.3439999999999,"body":"to even bigger transformations"},{"speaker":"Melissa Morris","startTime":927.394,"endTime":930.3439999999999,"body":"a lot of the time."},{"speaker":"Galen Low","startTime":930.664,"endTime":931.424,"body":"I really like that."},{"speaker":"Galen Low","startTime":931.7339999999999,"endTime":935.0939999999999,"body":"Based on what you learned"},{"speaker":"Galen Low","startTime":931.7339999999999,"endTime":935.0939999999999,"body":"there and across other client"},{"speaker":"Galen Low","startTime":935.0939999999999,"endTime":937.804,"body":"relationships, what advice"},{"speaker":"Galen Low","startTime":935.0939999999999,"endTime":937.804,"body":"do you have for folks who"},{"speaker":"Galen Low","startTime":937.804,"endTime":939.264,"body":"are like leading projects?"},{"speaker":"Galen Low","startTime":939.5989999999999,"endTime":941.929,"body":"Starting off a relationship"},{"speaker":"Galen Low","startTime":939.5989999999999,"endTime":941.929,"body":"and sometimes, a project"},{"speaker":"Galen Low","startTime":941.939,"endTime":944.499,"body":"manager, especially sometimes"},{"speaker":"Galen Low","startTime":941.939,"endTime":944.499,"body":"we get dropped in midway."},{"speaker":"Galen Low","startTime":944.769,"endTime":947.529,"body":"Maybe that's true for all"},{"speaker":"Galen Low","startTime":944.769,"endTime":947.529,"body":"crafts within an agency or"},{"speaker":"Galen Low","startTime":947.529,"endTime":950.529,"body":"anywhere, but, you get dropped"},{"speaker":"Galen Low","startTime":947.529,"endTime":950.529,"body":"in midway, the relationship"},{"speaker":"Galen Low","startTime":950.529,"endTime":953.399,"body":"isn't necessarily new in"},{"speaker":"Galen Low","startTime":950.529,"endTime":953.399,"body":"terms of like agency and"},{"speaker":"Galen Low","startTime":953.399,"endTime":954.3389999999999,"body":"client, but you're new."},{"speaker":"Galen Low","startTime":954.679,"endTime":956.819,"body":"What's your top tip for"},{"speaker":"Galen Low","startTime":954.679,"endTime":956.819,"body":"getting that relationship"},{"speaker":"Galen Low","startTime":956.819,"endTime":957.819,"body":"started on the right foot?"},{"speaker":"Melissa Morris","startTime":958.069,"endTime":959.7189999999999,"body":"Respect"},{"speaker":"Melissa Morris","startTime":958.069,"endTime":959.7189999999999,"body":"that it's new and"},{"speaker":"Melissa Morris","startTime":959.7189999999999,"endTime":960.829,"body":"treat it like it's new."},{"speaker":"Melissa Morris","startTime":961.2389999999999,"endTime":965.3489999999999,"body":"So anytime I was taking over"},{"speaker":"Melissa Morris","startTime":961.2389999999999,"endTime":965.3489999999999,"body":"an account I always encourage"},{"speaker":"Melissa Morris","startTime":965.419,"endTime":968.709,"body":"any agencies or businesses I"},{"speaker":"Melissa Morris","startTime":965.419,"endTime":968.709,"body":"work with, if you are a new PM"},{"speaker":"Melissa Morris","startTime":968.709,"endTime":972.1089999999999,"body":"or new account manager taking"},{"speaker":"Melissa Morris","startTime":968.709,"endTime":972.1089999999999,"body":"over or on the client side,"},{"speaker":"Melissa Morris","startTime":972.129,"endTime":976.069,"body":"there is a new team member"},{"speaker":"Melissa Morris","startTime":972.129,"endTime":976.069,"body":"coming on board, especially"},{"speaker":"Melissa Morris","startTime":976.069,"endTime":977.7389999999999,"body":"when that's a decision maker."},{"speaker":"Melissa Morris","startTime":978.124,"endTime":981.0939999999999,"body":"You do a micro onboarding."},{"speaker":"Melissa Morris","startTime":981.134,"endTime":981.754,"body":"You come in."},{"speaker":"Melissa Morris","startTime":981.824,"endTime":983.5939999999999,"body":"Hi, I'm new to the account."},{"speaker":"Melissa Morris","startTime":983.924,"endTime":985.9639999999999,"body":"I've spent a lot of time"},{"speaker":"Melissa Morris","startTime":983.924,"endTime":985.9639999999999,"body":"reviewing notes and getting"},{"speaker":"Melissa Morris","startTime":985.9639999999999,"endTime":987.054,"body":"up to speed on your account."},{"speaker":"Melissa Morris","startTime":987.4739999999999,"endTime":988.564,"body":"Here's what I see."},{"speaker":"Melissa Morris","startTime":988.944,"endTime":991.174,"body":"Here's where I see our"},{"speaker":"Melissa Morris","startTime":988.944,"endTime":991.174,"body":"accomplishments have been."},{"speaker":"Melissa Morris","startTime":991.574,"endTime":993.1039999999999,"body":"Here's what I see is"},{"speaker":"Melissa Morris","startTime":991.574,"endTime":993.1039999999999,"body":"outstanding for us."},{"speaker":"Melissa Morris","startTime":993.6089999999999,"endTime":996.149,"body":"And this is what I'm"},{"speaker":"Melissa Morris","startTime":993.6089999999999,"endTime":996.149,"body":"looking at as the way ahead."},{"speaker":"Melissa Morris","startTime":996.649,"endTime":997.769,"body":"Does that feel in alignment?"},{"speaker":"Melissa Morris","startTime":998.009,"endTime":999.5889999999999,"body":"Does that feel correct?"},{"speaker":"Melissa Morris","startTime":1000.249,"endTime":1001.579,"body":"And this opens up the door."},{"speaker":"Melissa Morris","startTime":1001.579,"endTime":1004.509,"body":"One, they're starting to"},{"speaker":"Melissa Morris","startTime":1001.579,"endTime":1004.509,"body":"already get confidence in you."},{"speaker":"Melissa Morris","startTime":1004.569,"endTime":1006.439,"body":"Okay, they know what's going on."},{"speaker":"Melissa Morris","startTime":1006.459,"endTime":1007.909,"body":"They're getting"},{"speaker":"Melissa Morris","startTime":1006.459,"endTime":1007.909,"body":"brought up to speed."},{"speaker":"Melissa Morris","startTime":1007.939,"endTime":1008.9689999999999,"body":"This is looking good."},{"speaker":"Melissa Morris","startTime":1009.4789999999999,"endTime":1010.539,"body":"Option number two."},{"speaker":"Melissa Morris","startTime":1010.9839999999999,"endTime":1013.994,"body":"When someone was on the"},{"speaker":"Melissa Morris","startTime":1010.9839999999999,"endTime":1013.994,"body":"way out of that account, we"},{"speaker":"Melissa Morris","startTime":1014.014,"endTime":1014.954,"body":"don't know the circumstance."},{"speaker":"Melissa Morris","startTime":1014.9739999999999,"endTime":1016.444,"body":"Was this person"},{"speaker":"Melissa Morris","startTime":1014.9739999999999,"endTime":1016.444,"body":"ultimately fired?"},{"speaker":"Melissa Morris","startTime":1016.4639999999999,"endTime":1018.244,"body":"Had they not been"},{"speaker":"Melissa Morris","startTime":1016.4639999999999,"endTime":1018.244,"body":"doing a good job?"},{"speaker":"Melissa Morris","startTime":1018.524,"endTime":1020.414,"body":"Did something happen in their"},{"speaker":"Melissa Morris","startTime":1018.524,"endTime":1020.414,"body":"life and this transition"},{"speaker":"Melissa Morris","startTime":1020.424,"endTime":1021.294,"body":"happen very quickly?"},{"speaker":"Melissa Morris","startTime":1021.294,"endTime":1023.544,"body":"That is a prime opportunity"},{"speaker":"Melissa Morris","startTime":1021.294,"endTime":1023.544,"body":"for something to slip"},{"speaker":"Melissa Morris","startTime":1023.544,"endTime":1024.354,"body":"through the cracks."},{"speaker":"Melissa Morris","startTime":1024.7740000000001,"endTime":1027.5140000000001,"body":"So let's circle the wagons"},{"speaker":"Melissa Morris","startTime":1024.7740000000001,"endTime":1027.5140000000001,"body":"and make sure everybody's"},{"speaker":"Melissa Morris","startTime":1027.5240000000001,"endTime":1028.4940000000001,"body":"on the same page."},{"speaker":"Melissa Morris","startTime":1028.734,"endTime":1030.334,"body":"And it doesn't have"},{"speaker":"Melissa Morris","startTime":1028.734,"endTime":1030.334,"body":"to take long, right?"},{"speaker":"Melissa Morris","startTime":1030.335,"endTime":1033.301,"body":"We don't need a big drawn"},{"speaker":"Melissa Morris","startTime":1030.335,"endTime":1033.301,"body":"out thing, but if I could"},{"speaker":"Melissa Morris","startTime":1033.301,"endTime":1035.499,"body":"spend 15 minutes saying,"},{"speaker":"Melissa Morris","startTime":1033.301,"endTime":1035.499,"body":"Hey, does this sound right?"},{"speaker":"Melissa Morris","startTime":1035.559,"endTime":1036.8990000000001,"body":"Are we all in sync here?"},{"speaker":"Melissa Morris","startTime":1037.249,"endTime":1038.289,"body":"Yep, that sounds right."},{"speaker":"Melissa Morris","startTime":1038.739,"endTime":1039.739,"body":"Cool, let's go."},{"speaker":"Melissa Morris","startTime":1039.809,"endTime":1042.249,"body":"Or they can say,"},{"speaker":"Melissa Morris","startTime":1039.809,"endTime":1042.249,"body":"Oh, wait a second."},{"speaker":"Melissa Morris","startTime":1042.299,"endTime":1044.179,"body":"The old account manager was"},{"speaker":"Melissa Morris","startTime":1042.299,"endTime":1044.179,"body":"supposed to be doing X, Y, and"},{"speaker":"Melissa Morris","startTime":1044.179,"endTime":1045.469,"body":"Z, and that wasn't happening."},{"speaker":"Melissa Morris","startTime":1045.839,"endTime":1047.099,"body":"Ah, okay."},{"speaker":"Melissa Morris","startTime":1047.499,"endTime":1049.599,"body":"Now we've got an opportunity"},{"speaker":"Melissa Morris","startTime":1047.499,"endTime":1049.599,"body":"to really course correct."},{"speaker":"Melissa Morris","startTime":1050.1589999999999,"endTime":1052.339,"body":"Before two, three months"},{"speaker":"Melissa Morris","startTime":1050.1589999999999,"endTime":1052.339,"body":"down the road, you're fired."},{"speaker":"Melissa Morris","startTime":1052.489,"endTime":1054.119,"body":"And they're like, yeah,"},{"speaker":"Melissa Morris","startTime":1052.489,"endTime":1054.119,"body":"this isn't working out."},{"speaker":"Melissa Morris","startTime":1054.139,"endTime":1054.9089999999999,"body":"We're parting ways."},{"speaker":"Galen Low","startTime":1055.259,"endTime":1056.709,"body":"There's so"},{"speaker":"Galen Low","startTime":1055.259,"endTime":1056.709,"body":"much in there that I love."},{"speaker":"Galen Low","startTime":1057.449,"endTime":1061.349,"body":"Because a, I like this idea of"},{"speaker":"Galen Low","startTime":1057.449,"endTime":1061.349,"body":"onboarding a new person from the"},{"speaker":"Galen Low","startTime":1061.349,"endTime":1063.879,"body":"client team into your project"},{"speaker":"Galen Low","startTime":1061.349,"endTime":1063.879,"body":"no matter when it happens."},{"speaker":"Galen Low","startTime":1063.9089999999999,"endTime":1065.059,"body":"They're new, treat it as new."},{"speaker":"Galen Low","startTime":1065.359,"endTime":1067.869,"body":"But I like that it wasn't"},{"speaker":"Galen Low","startTime":1065.359,"endTime":1067.869,"body":"like, tell me everything,"},{"speaker":"Galen Low","startTime":1067.879,"endTime":1071.129,"body":"it's do your homework and"},{"speaker":"Galen Low","startTime":1067.879,"endTime":1071.129,"body":"come to the table smart."},{"speaker":"Galen Low","startTime":1071.584,"endTime":1072.964,"body":"not omniscient, right?"},{"speaker":"Galen Low","startTime":1073.244,"endTime":1074.724,"body":"Don't pretend you"},{"speaker":"Galen Low","startTime":1073.244,"endTime":1074.724,"body":"know everything."},{"speaker":"Galen Low","startTime":1074.754,"endTime":1076.884,"body":"But I like that idea"},{"speaker":"Galen Low","startTime":1074.754,"endTime":1076.884,"body":"of here's what I see."},{"speaker":"Galen Low","startTime":1076.914,"endTime":1078.224,"body":"Here's what I"},{"speaker":"Galen Low","startTime":1076.914,"endTime":1078.224,"body":"think we should do."},{"speaker":"Galen Low","startTime":1078.604,"endTime":1079.404,"body":"Does that sound right?"},{"speaker":"Galen Low","startTime":1079.484,"endTime":1081.934,"body":"And then you can get"},{"speaker":"Galen Low","startTime":1079.484,"endTime":1081.934,"body":"through that if the answer"},{"speaker":"Galen Low","startTime":1081.934,"endTime":1083.354,"body":"is no, not quite right."},{"speaker":"Galen Low","startTime":1083.354,"endTime":1085.164,"body":"There's this thing, then"},{"speaker":"Galen Low","startTime":1083.354,"endTime":1085.164,"body":"you have this opportunity"},{"speaker":"Galen Low","startTime":1085.164,"endTime":1087.844,"body":"where you understand where"},{"speaker":"Galen Low","startTime":1085.164,"endTime":1087.844,"body":"there's been pain in the past."},{"speaker":"Galen Low","startTime":1088.254,"endTime":1090.844,"body":"I can start building that trust"},{"speaker":"Galen Low","startTime":1088.254,"endTime":1090.844,"body":"by addressing that pain, not,"},{"speaker":"Galen Low","startTime":1090.864,"endTime":1093.3039999999999,"body":"bending over backwards to be"},{"speaker":"Galen Low","startTime":1090.864,"endTime":1093.3039999999999,"body":"like, great, you now get, a"},{"speaker":"Galen Low","startTime":1093.3039999999999,"endTime":1096.104,"body":"phone call on a SAS report every"},{"speaker":"Galen Low","startTime":1093.3039999999999,"endTime":1096.104,"body":"day until, until the project"},{"speaker":"Galen Low","startTime":1096.104,"endTime":1098.314,"body":"is over, not hyperextending"},{"speaker":"Galen Low","startTime":1096.104,"endTime":1098.314,"body":"yourself, but you're like, we're"},{"speaker":"Galen Low","startTime":1098.314,"endTime":1100.684,"body":"going to address that, and I"},{"speaker":"Galen Low","startTime":1098.314,"endTime":1100.684,"body":"think there's that sort of,"},{"speaker":"Galen Low","startTime":1100.964,"endTime":1102.734,"body":"some people would be like, oh,"},{"speaker":"Galen Low","startTime":1100.964,"endTime":1102.734,"body":"that's customer service one on"},{"speaker":"Galen Low","startTime":1102.734,"endTime":1108.354,"body":"one, but I don't know that it"},{"speaker":"Galen Low","startTime":1102.734,"endTime":1108.354,"body":"is so like basic of a concept."},{"speaker":"Galen Low","startTime":1108.354,"endTime":1110.624,"body":"It's actually quite nuanced"},{"speaker":"Galen Low","startTime":1108.354,"endTime":1110.624,"body":"and strategic to drive that"},{"speaker":"Galen Low","startTime":1110.624,"endTime":1113.904,"body":"conversation and service the"},{"speaker":"Galen Low","startTime":1110.624,"endTime":1113.904,"body":"customer, service your clients."},{"speaker":"Galen Low","startTime":1114.249,"endTime":1117.399,"body":"In a way that is balanced"},{"speaker":"Galen Low","startTime":1114.249,"endTime":1117.399,"body":"and that is strategic,"},{"speaker":"Galen Low","startTime":1117.579,"endTime":1119.359,"body":"that is beneficial."},{"speaker":"Galen Low","startTime":1119.359,"endTime":1122.279,"body":"Not like customer is always"},{"speaker":"Galen Low","startTime":1119.359,"endTime":1122.279,"body":"right mentality, but you"},{"speaker":"Galen Low","startTime":1122.279,"endTime":1125.249,"body":"know what, if we can sort"},{"speaker":"Galen Low","startTime":1122.279,"endTime":1125.249,"body":"of use this a pain point or"},{"speaker":"Galen Low","startTime":1125.249,"endTime":1128.579,"body":"a challenge or something to"},{"speaker":"Galen Low","startTime":1125.249,"endTime":1128.579,"body":"care about a lot, to have"},{"speaker":"Galen Low","startTime":1128.579,"endTime":1129.859,"body":"the anchor for our trust."},{"speaker":"Galen Low","startTime":1130.204,"endTime":1130.894,"body":"Then let's use that."},{"speaker":"Melissa Morris","startTime":1131.124,"endTime":1131.7839999999999,"body":"Absolutely."},{"speaker":"Melissa Morris","startTime":1131.7839999999999,"endTime":1135.514,"body":"And I have seen where, because"},{"speaker":"Melissa Morris","startTime":1131.7839999999999,"endTime":1135.514,"body":"I'm the new account manager, I"},{"speaker":"Melissa Morris","startTime":1135.514,"endTime":1138.614,"body":"feel like I have to show up with"},{"speaker":"Melissa Morris","startTime":1135.514,"endTime":1138.614,"body":"great ideas and push forward and"},{"speaker":"Melissa Morris","startTime":1138.614,"endTime":1141.5439999999999,"body":"we're going to crush this and"},{"speaker":"Melissa Morris","startTime":1138.614,"endTime":1141.5439999999999,"body":"this, all this enthusiasm and"},{"speaker":"Melissa Morris","startTime":1141.5439999999999,"endTime":1144.734,"body":"you can get swept up in that and"},{"speaker":"Melissa Morris","startTime":1141.5439999999999,"endTime":1144.734,"body":"miss something really important."},{"speaker":"Melissa Morris","startTime":1145.199,"endTime":1147.349,"body":"But to your point, we don't"},{"speaker":"Melissa Morris","startTime":1145.199,"endTime":1147.349,"body":"want to swing the pendulum"},{"speaker":"Melissa Morris","startTime":1147.349,"endTime":1149.489,"body":"the other way and be like,"},{"speaker":"Melissa Morris","startTime":1147.349,"endTime":1149.489,"body":"all right, loop me in."},{"speaker":"Melissa Morris","startTime":1149.549,"endTime":1150.849,"body":"What's the status here, guys?"},{"speaker":"Melissa Morris","startTime":1151.079,"endTime":1151.339,"body":"Right?"},{"speaker":"Melissa Morris","startTime":1151.399,"endTime":1151.769,"body":"No."},{"speaker":"Galen Low","startTime":1151.779,"endTime":1152.309,"body":"We have to speak."},{"speaker":"Galen Low","startTime":1152.31,"endTime":1156.959,"body":"My billable rate to tell"},{"speaker":"Galen Low","startTime":1152.31,"endTime":1156.959,"body":"me stuff you already know."},{"speaker":"Melissa Morris","startTime":1157.549,"endTime":1158.719,"body":"Exactly."},{"speaker":"Melissa Morris","startTime":1159.089,"endTime":1163.209,"body":"So that's why I just love this"},{"speaker":"Melissa Morris","startTime":1159.089,"endTime":1163.209,"body":"mix of this is what I see."},{"speaker":"Melissa Morris","startTime":1163.819,"endTime":1164.939,"body":"Is that what you see too?"},{"speaker":"Galen Low","startTime":1165.229,"endTime":1166.139,"body":"It's really"},{"speaker":"Galen Low","startTime":1165.229,"endTime":1166.139,"body":"strong positioning."},{"speaker":"Galen Low","startTime":1166.539,"endTime":1168.579,"body":"One of the things that I've"},{"speaker":"Galen Low","startTime":1166.539,"endTime":1168.579,"body":"been thinking about as well is"},{"speaker":"Galen Low","startTime":1168.579,"endTime":1171.449,"body":"just like in a lot of agencies,"},{"speaker":"Galen Low","startTime":1168.579,"endTime":1171.449,"body":"like I was always an account"},{"speaker":"Galen Low","startTime":1171.459,"endTime":1174.6589999999999,"body":"manager, project manager hybrid,"},{"speaker":"Galen Low","startTime":1171.459,"endTime":1174.6589999999999,"body":"which meant I was client facing."},{"speaker":"Galen Low","startTime":1174.6589999999999,"endTime":1177.089,"body":"I own the relationship,"},{"speaker":"Galen Low","startTime":1174.6589999999999,"endTime":1177.089,"body":"but project managers"},{"speaker":"Galen Low","startTime":1177.099,"endTime":1179.979,"body":"specifically in agencies"},{"speaker":"Galen Low","startTime":1177.099,"endTime":1179.979,"body":"aren't always client facing."},{"speaker":"Galen Low","startTime":1180.219,"endTime":1182.519,"body":"And sometimes they only"},{"speaker":"Galen Low","startTime":1180.219,"endTime":1182.519,"body":"come to meetings to I have"},{"speaker":"Galen Low","startTime":1182.519,"endTime":1184.469,"body":"here in my notes report"},{"speaker":"Galen Low","startTime":1182.519,"endTime":1184.469,"body":"on the weather, right?"},{"speaker":"Galen Low","startTime":1184.469,"endTime":1188.019,"body":"You're like, here's your project"},{"speaker":"Galen Low","startTime":1184.469,"endTime":1188.019,"body":"status report back to you, Jane,"},{"speaker":"Galen Low","startTime":1188.869,"endTime":1190.6789999999999,"body":"back to you, Serene, right?"},{"speaker":"Galen Low","startTime":1190.689,"endTime":1192.219,"body":"And it's you don't"},{"speaker":"Galen Low","startTime":1190.689,"endTime":1192.219,"body":"own the relationship."},{"speaker":"Galen Low","startTime":1192.219,"endTime":1193.749,"body":"You're just there"},{"speaker":"Galen Low","startTime":1192.219,"endTime":1193.749,"body":"to do your spiel."},{"speaker":"Galen Low","startTime":1194.039,"endTime":1196.499,"body":"But like, how can a PM"},{"speaker":"Galen Low","startTime":1194.039,"endTime":1196.499,"body":"contribute to a healthy client"},{"speaker":"Galen Low","startTime":1196.499,"endTime":1199.109,"body":"relationship without maybe"},{"speaker":"Galen Low","startTime":1196.499,"endTime":1199.109,"body":"stepping on the toes of someone"},{"speaker":"Galen Low","startTime":1199.109,"endTime":1201.299,"body":"like an account manager,"},{"speaker":"Galen Low","startTime":1199.109,"endTime":1201.299,"body":"or someone like a business"},{"speaker":"Galen Low","startTime":1201.299,"endTime":1203.889,"body":"development manager, when they"},{"speaker":"Galen Low","startTime":1201.299,"endTime":1203.889,"body":"don't own the relationship?"},{"speaker":"Galen Low","startTime":1204.139,"endTime":1206.629,"body":"What is the right way to find"},{"speaker":"Galen Low","startTime":1204.139,"endTime":1206.629,"body":"that balance, not overstep,"},{"speaker":"Galen Low","startTime":1206.629,"endTime":1209.889,"body":"not try and take over, and"},{"speaker":"Galen Low","startTime":1206.629,"endTime":1209.889,"body":"still maybe get some time on"},{"speaker":"Galen Low","startTime":1209.889,"endTime":1212.069,"body":"stage in front of the client"},{"speaker":"Galen Low","startTime":1209.889,"endTime":1212.069,"body":"to build that relationship?"},{"speaker":"Melissa Morris","startTime":1212.219,"endTime":1213.639,"body":"Yeah,"},{"speaker":"Melissa Morris","startTime":1212.219,"endTime":1213.639,"body":"that's such a great question"},{"speaker":"Melissa Morris","startTime":1213.639,"endTime":1216.379,"body":"because project managers"},{"speaker":"Melissa Morris","startTime":1213.639,"endTime":1216.379,"body":"sometimes have to be bad cops."},{"speaker":"Melissa Morris","startTime":1216.799,"endTime":1217.219,"body":"Right?"},{"speaker":"Melissa Morris","startTime":1217.279,"endTime":1220.509,"body":"Like the account manager gets"},{"speaker":"Melissa Morris","startTime":1217.279,"endTime":1220.509,"body":"to be, Oh, my buddy, the client."},{"speaker":"Melissa Morris","startTime":1220.509,"endTime":1221.889,"body":"Oh, they need extra time."},{"speaker":"Melissa Morris","startTime":1221.889,"endTime":1225.639,"body":"And the project manager has to"},{"speaker":"Melissa Morris","startTime":1221.889,"endTime":1225.639,"body":"say, no, there is no extra time."},{"speaker":"Melissa Morris","startTime":1225.699,"endTime":1226.729,"body":"There's not extra budget."},{"speaker":"Melissa Morris","startTime":1226.739,"endTime":1227.869,"body":"There's not extra time."},{"speaker":"Melissa Morris","startTime":1227.879,"endTime":1229.1789999999999,"body":"The answer is no."},{"speaker":"Melissa Morris","startTime":1229.639,"endTime":1235.469,"body":"And so it can be tough then"},{"speaker":"Melissa Morris","startTime":1229.639,"endTime":1235.469,"body":"to be bad cop and good cop"},{"speaker":"Melissa Morris","startTime":1235.469,"endTime":1236.769,"body":"at the same time, right?"},{"speaker":"Melissa Morris","startTime":1236.769,"endTime":1239.6589999999999,"body":"Like still show up in a way"},{"speaker":"Melissa Morris","startTime":1236.769,"endTime":1239.6589999999999,"body":"that is fostering a really"},{"speaker":"Melissa Morris","startTime":1239.6589999999999,"endTime":1243.529,"body":"strong client relationship,"},{"speaker":"Melissa Morris","startTime":1239.6589999999999,"endTime":1243.529,"body":"sticking to the overall agency's"},{"speaker":"Melissa Morris","startTime":1243.539,"endTime":1246.4289999999999,"body":"timeline and not have your"},{"speaker":"Melissa Morris","startTime":1243.539,"endTime":1246.4289999999999,"body":"account manager mad at you."},{"speaker":"Melissa Morris","startTime":1246.469,"endTime":1248.299,"body":"Like you shouldn't, you"},{"speaker":"Melissa Morris","startTime":1246.469,"endTime":1248.299,"body":"know how much they pay us."},{"speaker":"Melissa Morris","startTime":1248.299,"endTime":1249.859,"body":"They should get an extra"},{"speaker":"Melissa Morris","startTime":1248.299,"endTime":1249.859,"body":"round of revisions."},{"speaker":"Melissa Morris","startTime":1249.859,"endTime":1250.959,"body":"And you're like,"},{"speaker":"Melissa Morris","startTime":1249.859,"endTime":1250.959,"body":"no, they shouldn't."},{"speaker":"Melissa Morris","startTime":1251.299,"endTime":1256.364,"body":"So I do think it is a very"},{"speaker":"Melissa Morris","startTime":1251.299,"endTime":1256.364,"body":"practiced skill set and"},{"speaker":"Melissa Morris","startTime":1256.374,"endTime":1259.654,"body":"definitely requires relationship"},{"speaker":"Melissa Morris","startTime":1256.374,"endTime":1259.654,"body":"management of its own accord"},{"speaker":"Melissa Morris","startTime":1259.984,"endTime":1260.964,"body":"with the project, right?"},{"speaker":"Melissa Morris","startTime":1261.204,"endTime":1264.7839999999999,"body":"Because there's a big difference"},{"speaker":"Melissa Morris","startTime":1261.204,"endTime":1264.7839999999999,"body":"between saying no, the deadline"},{"speaker":"Melissa Morris","startTime":1264.7939999999999,"endTime":1268.874,"body":"is the end of the week versus"},{"speaker":"Melissa Morris","startTime":1264.7939999999999,"endTime":1268.874,"body":"saying we have the deadline"},{"speaker":"Melissa Morris","startTime":1268.874,"endTime":1270.084,"body":"at the end of this week."},{"speaker":"Melissa Morris","startTime":1270.174,"endTime":1273.194,"body":"And if we're going to meet your"},{"speaker":"Melissa Morris","startTime":1270.174,"endTime":1273.194,"body":"overall timeline, we're going"},{"speaker":"Melissa Morris","startTime":1273.194,"endTime":1275.184,"body":"to need this from you by Friday."},{"speaker":"Melissa Morris","startTime":1275.424,"endTime":1278.595,"body":"What roadblocks are coming up"},{"speaker":"Melissa Morris","startTime":1275.424,"endTime":1278.595,"body":"for you that is making you feel"},{"speaker":"Melissa Morris","startTime":1278.595,"endTime":1280.307,"body":"like this isn't going to happen?"},{"speaker":"Melissa Morris","startTime":1280.307,"endTime":1283.1589999999999,"body":"Is there something we do"},{"speaker":"Melissa Morris","startTime":1280.307,"endTime":1283.1589999999999,"body":"can do to support you?"},{"speaker":"Melissa Morris","startTime":1283.1589999999999,"endTime":1286.229,"body":"Hello upsell add on to help"},{"speaker":"Melissa Morris","startTime":1283.1589999999999,"endTime":1286.229,"body":"you with that, to help you"},{"speaker":"Melissa Morris","startTime":1286.229,"endTime":1288.969,"body":"get that across the finish"},{"speaker":"Melissa Morris","startTime":1286.229,"endTime":1288.969,"body":"line, because we want to"},{"speaker":"Melissa Morris","startTime":1288.969,"endTime":1291.289,"body":"make your goal, where can we"},{"speaker":"Melissa Morris","startTime":1288.969,"endTime":1291.289,"body":"make up time somewhere else?"},{"speaker":"Melissa Morris","startTime":1291.509,"endTime":1294.589,"body":"So really coming in from"},{"speaker":"Melissa Morris","startTime":1291.509,"endTime":1294.589,"body":"that problem solving mindset,"},{"speaker":"Melissa Morris","startTime":1295.089,"endTime":1295.819,"body":"what do they always say?"},{"speaker":"Melissa Morris","startTime":1295.819,"endTime":1296.889,"body":"Don't come to me with a problem."},{"speaker":"Melissa Morris","startTime":1296.889,"endTime":1298.089,"body":"Come to me with solutions."},{"speaker":"Melissa Morris","startTime":1298.089,"endTime":1301.119,"body":"And I think that is a project"},{"speaker":"Melissa Morris","startTime":1298.089,"endTime":1301.119,"body":"manager's number one job."},{"speaker":"Melissa Morris","startTime":1301.1689999999999,"endTime":1304.079,"body":"Don't come and say the"},{"speaker":"Melissa Morris","startTime":1301.1689999999999,"endTime":1304.079,"body":"project's completely off track."},{"speaker":"Melissa Morris","startTime":1304.609,"endTime":1307.689,"body":"Come and say, we need to"},{"speaker":"Melissa Morris","startTime":1304.609,"endTime":1307.689,"body":"course correct, these are"},{"speaker":"Melissa Morris","startTime":1307.689,"endTime":1310.6689999999999,"body":"some options that I see"},{"speaker":"Melissa Morris","startTime":1307.689,"endTime":1310.6689999999999,"body":"that we can course correct,"},{"speaker":"Melissa Morris","startTime":1310.699,"endTime":1312.379,"body":"which one feels most viable."},{"speaker":"Galen Low","startTime":1312.699,"endTime":1313.279,"body":"I love that."},{"speaker":"Galen Low","startTime":1313.519,"endTime":1315.199,"body":"I mean, there's so many"},{"speaker":"Galen Low","startTime":1313.519,"endTime":1315.199,"body":"people who do think, yeah,"},{"speaker":"Galen Low","startTime":1315.199,"endTime":1316.269,"body":"their job is to say no."},{"speaker":"Galen Low","startTime":1316.519,"endTime":1319.859,"body":"And no in any relationship"},{"speaker":"Galen Low","startTime":1316.519,"endTime":1319.859,"body":"is pretty, it's fickle,"},{"speaker":"Galen Low","startTime":1319.859,"endTime":1320.459,"body":"you know what I mean?"},{"speaker":"Melissa Morris","startTime":1320.869,"endTime":1321.9189999999999,"body":"It is fickle."},{"speaker":"Galen Low","startTime":1322.299,"endTime":1324.969,"body":"Everything is"},{"speaker":"Galen Low","startTime":1322.299,"endTime":1324.969,"body":"sort of a negotiation, I"},{"speaker":"Galen Low","startTime":1324.969,"endTime":1326.499,"body":"guess I should say, right?"},{"speaker":"Galen Low","startTime":1326.889,"endTime":1329.694,"body":"I don't want to make it"},{"speaker":"Galen Low","startTime":1326.889,"endTime":1329.694,"body":"seem transactional, but The"},{"speaker":"Galen Low","startTime":1329.694,"endTime":1331.484,"body":"solutions focus is there"},{"speaker":"Galen Low","startTime":1329.694,"endTime":1331.484,"body":"is something we can do."},{"speaker":"Galen Low","startTime":1331.524,"endTime":1334.0539999999999,"body":"It might cost more money and"},{"speaker":"Galen Low","startTime":1331.524,"endTime":1334.0539999999999,"body":"it might take more time, but"},{"speaker":"Galen Low","startTime":1334.064,"endTime":1336.714,"body":"there's a thing that we can"},{"speaker":"Galen Low","startTime":1334.064,"endTime":1336.714,"body":"do and, let us be helpful."},{"speaker":"Galen Low","startTime":1337.254,"endTime":1338.384,"body":"And I also like the idea."},{"speaker":"Galen Low","startTime":1338.384,"endTime":1340.484,"body":"I mean, you said something"},{"speaker":"Galen Low","startTime":1338.384,"endTime":1340.484,"body":"about like good cop, bad cop,"},{"speaker":"Galen Low","startTime":1340.524,"endTime":1342.924,"body":"and being, one in the same"},{"speaker":"Galen Low","startTime":1340.524,"endTime":1342.924,"body":"and the same person, which"},{"speaker":"Galen Low","startTime":1342.924,"endTime":1344.714,"body":"I can definitely relate to,"},{"speaker":"Galen Low","startTime":1342.924,"endTime":1344.714,"body":"especially as someone who"},{"speaker":"Galen Low","startTime":1344.714,"endTime":1346.634,"body":"was like an account manager"},{"speaker":"Galen Low","startTime":1344.714,"endTime":1346.634,"body":"and project manager in one."},{"speaker":"Melissa Morris","startTime":1346.644,"endTime":1349.584,"body":"I wore both"},{"speaker":"Melissa Morris","startTime":1346.644,"endTime":1349.584,"body":"hats, as well, at the same time."},{"speaker":"Galen Low","startTime":1349.584,"endTime":1350.724,"body":"You're like,"},{"speaker":"Galen Low","startTime":1349.584,"endTime":1350.724,"body":"it's like you're Gollum and"},{"speaker":"Galen Low","startTime":1350.724,"endTime":1353.604,"body":"Smeagol, like talking to"},{"speaker":"Galen Low","startTime":1350.724,"endTime":1353.604,"body":"yourself going no, but we"},{"speaker":"Galen Low","startTime":1353.604,"endTime":1355.7939999999999,"body":"want to be able to give them,"},{"speaker":"Galen Low","startTime":1353.604,"endTime":1355.7939999999999,"body":"an extra round of revisions."},{"speaker":"Galen Low","startTime":1355.8039999999999,"endTime":1357.194,"body":"No precious time."},{"speaker":"Galen Low","startTime":1359.3039999999999,"endTime":1361.564,"body":"It's you have to be two"},{"speaker":"Galen Low","startTime":1359.3039999999999,"endTime":1361.564,"body":"things, but also I guess the"},{"speaker":"Galen Low","startTime":1361.564,"endTime":1364.314,"body":"other thing that's in there"},{"speaker":"Galen Low","startTime":1361.564,"endTime":1364.314,"body":"is the fact that an account"},{"speaker":"Galen Low","startTime":1364.314,"endTime":1367.404,"body":"manager and a project manager"},{"speaker":"Galen Low","startTime":1364.314,"endTime":1367.404,"body":"can also function as a team."},{"speaker":"Galen Low","startTime":1367.654,"endTime":1369.914,"body":"And that's probably a whole"},{"speaker":"Galen Low","startTime":1367.654,"endTime":1369.914,"body":"different episode of the sort"},{"speaker":"Galen Low","startTime":1369.914,"endTime":1372.464,"body":"of quote unquote, sometimes"},{"speaker":"Galen Low","startTime":1369.914,"endTime":1372.464,"body":"adversarial relationship"},{"speaker":"Galen Low","startTime":1372.464,"endTime":1375.514,"body":"between sales and account"},{"speaker":"Galen Low","startTime":1372.464,"endTime":1375.514,"body":"manager and project managers."},{"speaker":"Galen Low","startTime":1375.754,"endTime":1377.864,"body":"But when they're working"},{"speaker":"Galen Low","startTime":1375.754,"endTime":1377.864,"body":"together to make that decision"},{"speaker":"Galen Low","startTime":1377.864,"endTime":1381.504,"body":"in advance to be like, we can't"},{"speaker":"Galen Low","startTime":1377.864,"endTime":1381.504,"body":"do endless revisions because"},{"speaker":"Galen Low","startTime":1381.734,"endTime":1382.644,"body":"they won't hit their goal."},{"speaker":"Galen Low","startTime":1382.644,"endTime":1383.924,"body":"We'll just like cycle endlessly."},{"speaker":"Galen Low","startTime":1383.924,"endTime":1386.194,"body":"This business will go under,"},{"speaker":"Galen Low","startTime":1383.924,"endTime":1386.194,"body":"like we just can't do that."},{"speaker":"Galen Low","startTime":1386.479,"endTime":1387.1789999999999,"body":"What can we do?"},{"speaker":"Galen Low","startTime":1387.1789999999999,"endTime":1388.559,"body":"Let's like get on the same page."},{"speaker":"Galen Low","startTime":1388.709,"endTime":1391.149,"body":"Let's decide who's going"},{"speaker":"Galen Low","startTime":1388.709,"endTime":1391.149,"body":"to be good cop, bad cop."},{"speaker":"Galen Low","startTime":1391.339,"endTime":1393.599,"body":"Let's decide what our message"},{"speaker":"Galen Low","startTime":1391.339,"endTime":1393.599,"body":"is before we go into the room."},{"speaker":"Galen Low","startTime":1393.779,"endTime":1395.289,"body":"So that's not"},{"speaker":"Galen Low","startTime":1393.779,"endTime":1395.289,"body":"happening in real time."},{"speaker":"Galen Low","startTime":1395.529,"endTime":1397.269,"body":"And that's so we look"},{"speaker":"Galen Low","startTime":1395.529,"endTime":1397.269,"body":"like something that"},{"speaker":"Galen Low","startTime":1397.279,"endTime":1398.629,"body":"is, can be trusted."},{"speaker":"Galen Low","startTime":1398.709,"endTime":1400.709,"body":"Because I think the other"},{"speaker":"Galen Low","startTime":1398.709,"endTime":1400.709,"body":"thing is when a promise gets"},{"speaker":"Galen Low","startTime":1400.709,"endTime":1404.154,"body":"made when someone is outside"},{"speaker":"Galen Low","startTime":1400.709,"endTime":1404.154,"body":"of the room, and then It's"},{"speaker":"Galen Low","startTime":1404.174,"endTime":1405.254,"body":"Oh, but we can't do that."},{"speaker":"Galen Low","startTime":1405.254,"endTime":1407.004,"body":"It's well, we already"},{"speaker":"Galen Low","startTime":1405.254,"endTime":1407.004,"body":"promised that we do that."},{"speaker":"Galen Low","startTime":1407.004,"endTime":1408.654,"body":"That's where a lot of"},{"speaker":"Galen Low","startTime":1407.004,"endTime":1408.654,"body":"that friction comes from."},{"speaker":"Galen Low","startTime":1408.924,"endTime":1412.3039999999999,"body":"That translates into a negative"},{"speaker":"Galen Low","startTime":1408.924,"endTime":1412.3039999999999,"body":"client relationship too."},{"speaker":"Galen Low","startTime":1412.334,"endTime":1414.384,"body":"Because they're like, guys,"},{"speaker":"Galen Low","startTime":1412.334,"endTime":1414.384,"body":"get your act together."},{"speaker":"Galen Low","startTime":1414.444,"endTime":1415.904,"body":"Can we have revisions or not?"},{"speaker":"Galen Low","startTime":1416.154,"endTime":1417.604,"body":"Because I was told"},{"speaker":"Galen Low","startTime":1416.154,"endTime":1417.604,"body":"that we could have it."},{"speaker":"Melissa Morris","startTime":1417.7839999999999,"endTime":1418.644,"body":"Absolutely."},{"speaker":"Melissa Morris","startTime":1418.654,"endTime":1419.124,"body":"Absolutely."},{"speaker":"Melissa Morris","startTime":1419.124,"endTime":1420.404,"body":"And I'm so glad you"},{"speaker":"Melissa Morris","startTime":1419.124,"endTime":1420.404,"body":"brought that up."},{"speaker":"Melissa Morris","startTime":1420.424,"endTime":1421.924,"body":"That's such a great point."},{"speaker":"Melissa Morris","startTime":1422.014,"endTime":1424.734,"body":"That project manager,"},{"speaker":"Melissa Morris","startTime":1422.014,"endTime":1424.734,"body":"account manager relationship"},{"speaker":"Melissa Morris","startTime":1424.774,"endTime":1426.994,"body":"is so, so important."},{"speaker":"Melissa Morris","startTime":1427.2839999999999,"endTime":1429.904,"body":"If anybody's a parent out"},{"speaker":"Melissa Morris","startTime":1427.2839999999999,"endTime":1429.904,"body":"there, okay, United Front."},{"speaker":"Melissa Morris","startTime":1430.374,"endTime":1432.394,"body":"When we go to the"},{"speaker":"Melissa Morris","startTime":1430.374,"endTime":1432.394,"body":"children, there's no"},{"speaker":"Melissa Morris","startTime":1432.394,"endTime":1434.074,"body":"TV later, United Front."},{"speaker":"Melissa Morris","startTime":1435.164,"endTime":1436.2839999999999,"body":"Hey, you got me?"},{"speaker":"Melissa Morris","startTime":1436.584,"endTime":1437.184,"body":"You got my back?"},{"speaker":"Melissa Morris","startTime":1437.184,"endTime":1437.824,"body":"I got your back."},{"speaker":"Melissa Morris","startTime":1437.844,"endTime":1438.174,"body":"Right?"},{"speaker":"Melissa Morris","startTime":1438.174,"endTime":1440.674,"body":"And so that's the same"},{"speaker":"Melissa Morris","startTime":1438.174,"endTime":1440.674,"body":"approach you guys gotta go in."},{"speaker":"Melissa Morris","startTime":1440.674,"endTime":1441.904,"body":"We got each other's back."},{"speaker":"Melissa Morris","startTime":1441.954,"endTime":1443.3039999999999,"body":"This is where we stand."},{"speaker":"Melissa Morris","startTime":1443.3039999999999,"endTime":1444.984,"body":"And this is what we're"},{"speaker":"Melissa Morris","startTime":1443.3039999999999,"endTime":1444.984,"body":"going after, right?"},{"speaker":"Galen Low","startTime":1445.264,"endTime":1446.0439999999999,"body":"I like that model."},{"speaker":"Galen Low","startTime":1446.064,"endTime":1448.484,"body":"It's We are parenting"},{"speaker":"Galen Low","startTime":1446.064,"endTime":1448.484,"body":"together, and the client"},{"speaker":"Galen Low","startTime":1448.484,"endTime":1449.764,"body":"is the child, okay?"},{"speaker":"Melissa Morris","startTime":1450.004,"endTime":1450.464,"body":"Right."},{"speaker":"Galen Low","startTime":1453.114,"endTime":1454.104,"body":"The client's hey!"},{"speaker":"Galen Low","startTime":1454.104,"endTime":1456.514,"body":"Wait a second."},{"speaker":"Melissa Morris","startTime":1456.514,"endTime":1458.024,"body":"Okay, maybe"},{"speaker":"Melissa Morris","startTime":1456.514,"endTime":1458.024,"body":"sometimes I do stand on my feet"},{"speaker":"Melissa Morris","startTime":1458.024,"endTime":1459.074,"body":"a little bit and whine and cry."},{"speaker":"Galen Low","startTime":1459.824,"endTime":1460.754,"body":"It's"},{"speaker":"Galen Low","startTime":1459.824,"endTime":1460.754,"body":"actually a luxury."},{"speaker":"Galen Low","startTime":1462.234,"endTime":1464.2939999999999,"body":"If I can get treated like"},{"speaker":"Galen Low","startTime":1462.234,"endTime":1464.2939999999999,"body":"my kid, that'd be great."},{"speaker":"Melissa Morris","startTime":1464.2939999999999,"endTime":1465.254,"body":"I know, right?"},{"speaker":"Galen Low","startTime":1466.754,"endTime":1468.954,"body":"It does raise the"},{"speaker":"Galen Low","startTime":1466.754,"endTime":1468.954,"body":"question, too, though, in a"},{"speaker":"Galen Low","startTime":1468.954,"endTime":1472.259,"body":"world where Billable hours"},{"speaker":"Galen Low","startTime":1468.954,"endTime":1472.259,"body":"utilization is a thing, right?"},{"speaker":"Galen Low","startTime":1472.259,"endTime":1474.809,"body":"That's part of how an agency"},{"speaker":"Galen Low","startTime":1472.259,"endTime":1474.809,"body":"operates, how the client"},{"speaker":"Galen Low","startTime":1474.809,"endTime":1479.579,"body":"service world operates, and"},{"speaker":"Galen Low","startTime":1474.809,"endTime":1479.579,"body":"if it's not really your kind"},{"speaker":"Galen Low","startTime":1479.579,"endTime":1481.869,"body":"of job description or it's"},{"speaker":"Galen Low","startTime":1479.579,"endTime":1481.869,"body":"not like something you're"},{"speaker":"Galen Low","startTime":1481.869,"endTime":1486.079,"body":"measured on, how do you"},{"speaker":"Galen Low","startTime":1481.869,"endTime":1486.079,"body":"advise your agency clients on"},{"speaker":"Galen Low","startTime":1486.089,"endTime":1488.9289999999999,"body":"balancing these billable hours"},{"speaker":"Galen Low","startTime":1486.089,"endTime":1488.9289999999999,"body":"versus relationship building?"},{"speaker":"Galen Low","startTime":1488.939,"endTime":1491.839,"body":"Can agencies even measure"},{"speaker":"Galen Low","startTime":1488.939,"endTime":1491.839,"body":"the ROI of building"},{"speaker":"Galen Low","startTime":1491.839,"endTime":1492.839,"body":"this client rapport?"},{"speaker":"Galen Low","startTime":1493.139,"endTime":1496.219,"body":"Without also being blinded by"},{"speaker":"Galen Low","startTime":1493.139,"endTime":1496.219,"body":"this like dip in utilization,"},{"speaker":"Galen Low","startTime":1496.219,"endTime":1499.139,"body":"you're like, Whoa, now"},{"speaker":"Galen Low","startTime":1496.219,"endTime":1499.139,"body":"suddenly you went from 85"},{"speaker":"Galen Low","startTime":1499.139,"endTime":1502.709,"body":"percent billable to 70 percent"},{"speaker":"Galen Low","startTime":1499.139,"endTime":1502.709,"body":"billable because you're having"},{"speaker":"Galen Low","startTime":1502.709,"endTime":1504.069,"body":"conversations with a client."},{"speaker":"Galen Low","startTime":1504.079,"endTime":1507.109,"body":"Like, how do you help your"},{"speaker":"Galen Low","startTime":1504.079,"endTime":1507.109,"body":"agency clients understand"},{"speaker":"Galen Low","startTime":1507.109,"endTime":1508.529,"body":"the value of relationships?"},{"speaker":"Melissa Morris","startTime":1508.799,"endTime":1510.6589999999999,"body":"Yeah, and some"},{"speaker":"Melissa Morris","startTime":1508.799,"endTime":1510.6589999999999,"body":"of this is which we haven't"},{"speaker":"Melissa Morris","startTime":1510.689,"endTime":1513.269,"body":"quite touched on yet is"},{"speaker":"Melissa Morris","startTime":1510.689,"endTime":1513.269,"body":"having really solid processes"},{"speaker":"Melissa Morris","startTime":1513.269,"endTime":1514.6589999999999,"body":"in place for your business."},{"speaker":"Melissa Morris","startTime":1515.539,"endTime":1518.699,"body":"So when I'm leading"},{"speaker":"Melissa Morris","startTime":1515.539,"endTime":1518.699,"body":"a client meeting, I"},{"speaker":"Melissa Morris","startTime":1518.699,"endTime":1519.689,"body":"should have an agenda."},{"speaker":"Melissa Morris","startTime":1519.849,"endTime":1522.789,"body":"And I know the first"},{"speaker":"Melissa Morris","startTime":1519.849,"endTime":1522.789,"body":"five or six minutes is"},{"speaker":"Melissa Morris","startTime":1522.789,"endTime":1525.119,"body":"maybe small talk, right?"},{"speaker":"Melissa Morris","startTime":1525.119,"endTime":1526.729,"body":"We don't want to"},{"speaker":"Melissa Morris","startTime":1525.119,"endTime":1526.729,"body":"get carried away."},{"speaker":"Melissa Morris","startTime":1526.729,"endTime":1529.069,"body":"We don't want to spend,"},{"speaker":"Melissa Morris","startTime":1526.729,"endTime":1529.069,"body":"15, 20 minutes chit"},{"speaker":"Melissa Morris","startTime":1529.069,"endTime":1530.349,"body":"chatting about vacations."},{"speaker":"Melissa Morris","startTime":1530.819,"endTime":1532.949,"body":"But can we just take a"},{"speaker":"Melissa Morris","startTime":1530.819,"endTime":1532.949,"body":"moment to check with them?"},{"speaker":"Melissa Morris","startTime":1532.949,"endTime":1533.549,"body":"How are you doing?"},{"speaker":"Melissa Morris","startTime":1533.559,"endTime":1534.099,"body":"How are you doing?"},{"speaker":"Melissa Morris","startTime":1534.439,"endTime":1536.389,"body":"Oh, I remember your"},{"speaker":"Melissa Morris","startTime":1534.439,"endTime":1536.389,"body":"son plays baseball."},{"speaker":"Melissa Morris","startTime":1536.399,"endTime":1537.859,"body":"How's his team doing?"},{"speaker":"Melissa Morris","startTime":1538.019,"endTime":1538.269,"body":"Right?"},{"speaker":"Melissa Morris","startTime":1538.309,"endTime":1542.109,"body":"Remember their spouse's names or"},{"speaker":"Melissa Morris","startTime":1538.309,"endTime":1542.109,"body":"their significant other's names."},{"speaker":"Melissa Morris","startTime":1542.109,"endTime":1545.109,"body":"Remember their children's"},{"speaker":"Melissa Morris","startTime":1542.109,"endTime":1545.109,"body":"names for the important people"},{"speaker":"Melissa Morris","startTime":1545.109,"endTime":1547.899,"body":"in their life that they're,"},{"speaker":"Melissa Morris","startTime":1545.109,"endTime":1547.899,"body":"so and so they mentioned"},{"speaker":"Melissa Morris","startTime":1547.899,"endTime":1550.629,"body":"they're having a birthday,"},{"speaker":"Melissa Morris","startTime":1547.899,"endTime":1550.629,"body":"little things like that."},{"speaker":"Melissa Morris","startTime":1550.829,"endTime":1551.979,"body":"Keep track of that."},{"speaker":"Melissa Morris","startTime":1552.029,"endTime":1554.6689999999999,"body":"And those are small things"},{"speaker":"Melissa Morris","startTime":1552.029,"endTime":1554.6689999999999,"body":"that you can do when they"},{"speaker":"Melissa Morris","startTime":1554.6689999999999,"endTime":1558.299,"body":"mentioned their Best friend's"},{"speaker":"Melissa Morris","startTime":1554.6689999999999,"endTime":1558.299,"body":"name, jot it down, right?"},{"speaker":"Melissa Morris","startTime":1558.319,"endTime":1560.709,"body":"Hey, you mentioned your best"},{"speaker":"Melissa Morris","startTime":1558.319,"endTime":1560.709,"body":"friend loves the Yankees too."},{"speaker":"Melissa Morris","startTime":1560.969,"endTime":1562.449,"body":"Tell them they're"},{"speaker":"Melissa Morris","startTime":1560.969,"endTime":1562.449,"body":"killing it this year."},{"speaker":"Melissa Morris","startTime":1562.449,"endTime":1562.809,"body":"Right?"},{"speaker":"Melissa Morris","startTime":1563.199,"endTime":1565.469,"body":"So just little things like"},{"speaker":"Melissa Morris","startTime":1563.199,"endTime":1565.469,"body":"that, just being thoughtful"},{"speaker":"Melissa Morris","startTime":1565.469,"endTime":1568.199,"body":"in ways like that and spending"},{"speaker":"Melissa Morris","startTime":1565.469,"endTime":1568.199,"body":"that few minutes, and then to"},{"speaker":"Melissa Morris","startTime":1568.209,"endTime":1571.779,"body":"bring it back to processes,"},{"speaker":"Melissa Morris","startTime":1568.209,"endTime":1571.779,"body":"you can also have automations,"},{"speaker":"Melissa Morris","startTime":1571.809,"endTime":1575.259,"body":"you can have checkpoints"},{"speaker":"Melissa Morris","startTime":1571.809,"endTime":1575.259,"body":"that do some of this for you."},{"speaker":"Melissa Morris","startTime":1575.639,"endTime":1578.834,"body":"So have your client tell"},{"speaker":"Melissa Morris","startTime":1575.639,"endTime":1578.834,"body":"them your birthday and they"},{"speaker":"Melissa Morris","startTime":1578.874,"endTime":1581.834,"body":"automatically get a card in the"},{"speaker":"Melissa Morris","startTime":1578.874,"endTime":1581.834,"body":"mail or they get an auto email."},{"speaker":"Melissa Morris","startTime":1581.844,"endTime":1584.664,"body":"Do you know, like it doesn't"},{"speaker":"Melissa Morris","startTime":1581.844,"endTime":1584.664,"body":"have to be, we think it has"},{"speaker":"Melissa Morris","startTime":1584.664,"endTime":1587.024,"body":"to be these grand things"},{"speaker":"Melissa Morris","startTime":1584.664,"endTime":1587.024,"body":"and it really doesn't."},{"speaker":"Melissa Morris","startTime":1587.0339999999999,"endTime":1590.204,"body":"Just a simple email like"},{"speaker":"Melissa Morris","startTime":1587.0339999999999,"endTime":1590.204,"body":"that can go a long way."},{"speaker":"Melissa Morris","startTime":1590.594,"endTime":1592.754,"body":"Check ins even just,"},{"speaker":"Melissa Morris","startTime":1590.594,"endTime":1592.754,"body":"how are we feeling?"},{"speaker":"Melissa Morris","startTime":1592.964,"endTime":1593.524,"body":"How's work going?"},{"speaker":"Melissa Morris","startTime":1593.524,"endTime":1595.264,"body":"Can I support you"},{"speaker":"Melissa Morris","startTime":1593.524,"endTime":1595.264,"body":"in a better way?"},{"speaker":"Melissa Morris","startTime":1595.274,"endTime":1597.974,"body":"Like I love an automated"},{"speaker":"Melissa Morris","startTime":1595.274,"endTime":1597.974,"body":"questionnaire that goes out"},{"speaker":"Melissa Morris","startTime":1597.984,"endTime":1600.739,"body":"midway through an agreement"},{"speaker":"Melissa Morris","startTime":1597.984,"endTime":1600.739,"body":"that just says, Do you feel"},{"speaker":"Melissa Morris","startTime":1600.739,"endTime":1601.9089999999999,"body":"like we're meeting your goals?"},{"speaker":"Melissa Morris","startTime":1602.379,"endTime":1604.1789999999999,"body":"Is there something I"},{"speaker":"Melissa Morris","startTime":1602.379,"endTime":1604.1789999999999,"body":"can be doing better?"},{"speaker":"Melissa Morris","startTime":1604.479,"endTime":1605.9289999999999,"body":"When am I doing that feels good?"},{"speaker":"Melissa Morris","startTime":1605.939,"endTime":1606.869,"body":"What can I change?"},{"speaker":"Melissa Morris","startTime":1607.4289999999999,"endTime":1609.959,"body":"Even just being heard in"},{"speaker":"Melissa Morris","startTime":1607.4289999999999,"endTime":1609.959,"body":"that way helps nurture"},{"speaker":"Melissa Morris","startTime":1609.959,"endTime":1611.059,"body":"that relationship."},{"speaker":"Melissa Morris","startTime":1611.119,"endTime":1614.189,"body":"And then what you can get"},{"speaker":"Melissa Morris","startTime":1611.119,"endTime":1614.189,"body":"back from that is golden."},{"speaker":"Melissa Morris","startTime":1614.249,"endTime":1615.289,"body":"Oh, we're doing good."},{"speaker":"Melissa Morris","startTime":1615.289,"endTime":1615.9189999999999,"body":"We're on track."},{"speaker":"Melissa Morris","startTime":1616.249,"endTime":1618.479,"body":"Oh, something's not"},{"speaker":"Melissa Morris","startTime":1616.249,"endTime":1618.479,"body":"feeling right for them."},{"speaker":"Melissa Morris","startTime":1618.529,"endTime":1620.649,"body":"Okay, let's get on a quick call."},{"speaker":"Melissa Morris","startTime":1620.6789999999999,"endTime":1623.1589999999999,"body":"So we just give them a platform"},{"speaker":"Melissa Morris","startTime":1620.6789999999999,"endTime":1623.1589999999999,"body":"to be heard and share their"},{"speaker":"Melissa Morris","startTime":1623.1589999999999,"endTime":1625.9089999999999,"body":"thoughts on the process,"},{"speaker":"Melissa Morris","startTime":1623.1589999999999,"endTime":1625.9089999999999,"body":"which is an automated form."},{"speaker":"Melissa Morris","startTime":1626.329,"endTime":1626.829,"body":"Easy."},{"speaker":"Galen Low","startTime":1627.039,"endTime":1627.579,"body":"I like that."},{"speaker":"Galen Low","startTime":1627.579,"endTime":1629.964,"body":"And, like sometimes in my"},{"speaker":"Galen Low","startTime":1627.579,"endTime":1629.964,"body":"head, like I don't know."},{"speaker":"Galen Low","startTime":1629.964,"endTime":1631.7839999999999,"body":"We all get marketed to, and"},{"speaker":"Galen Low","startTime":1629.964,"endTime":1631.7839999999999,"body":"you have the, you get those"},{"speaker":"Galen Low","startTime":1631.7839999999999,"endTime":1634.204,"body":"marketing automation emails"},{"speaker":"Galen Low","startTime":1631.7839999999999,"endTime":1634.204,"body":"that feel cold, or they forgot"},{"speaker":"Galen Low","startTime":1634.204,"endTime":1635.164,"body":"to put in the right variable."},{"speaker":"Galen Low","startTime":1635.164,"endTime":1639.614,"body":"So it says, hi, first name, just"},{"speaker":"Galen Low","startTime":1635.164,"endTime":1639.614,"body":"checking in about that thing."},{"speaker":"Galen Low","startTime":1639.614,"endTime":1640.3039999999999,"body":"I'm trying to sell you."},{"speaker":"Galen Low","startTime":1640.3039999999999,"endTime":1641.834,"body":"And you're like, wow, that's"},{"speaker":"Galen Low","startTime":1640.3039999999999,"endTime":1641.834,"body":"so cold and impersonal."},{"speaker":"Galen Low","startTime":1641.834,"endTime":1643.154,"body":"I don't want to do"},{"speaker":"Galen Low","startTime":1641.834,"endTime":1643.154,"body":"that to my projects."},{"speaker":"Galen Low","startTime":1643.154,"endTime":1645.684,"body":"But actually what you're saying"},{"speaker":"Galen Low","startTime":1643.154,"endTime":1645.684,"body":"is it's the thoughtfulness and"},{"speaker":"Galen Low","startTime":1645.684,"endTime":1649.434,"body":"care that just gets put into a"},{"speaker":"Galen Low","startTime":1645.684,"endTime":1649.434,"body":"process because you care because"},{"speaker":"Galen Low","startTime":1649.434,"endTime":1651.624,"body":"you do want to hear back from"},{"speaker":"Galen Low","startTime":1649.434,"endTime":1651.624,"body":"them and you're not just trying"},{"speaker":"Galen Low","startTime":1651.624,"endTime":1654.914,"body":"to sell them, it will probably"},{"speaker":"Galen Low","startTime":1651.624,"endTime":1654.914,"body":"lead to good things, but."},{"speaker":"Galen Low","startTime":1655.364,"endTime":1657.474,"body":"Really, it's sort of,"},{"speaker":"Galen Low","startTime":1655.364,"endTime":1657.474,"body":"micro things can actually"},{"speaker":"Galen Low","startTime":1657.514,"endTime":1658.424,"body":"make a big difference."},{"speaker":"Galen Low","startTime":1658.684,"endTime":1660.524,"body":"And then you can also blend"},{"speaker":"Galen Low","startTime":1658.684,"endTime":1660.524,"body":"some of this relationship"},{"speaker":"Galen Low","startTime":1660.524,"endTime":1661.904,"body":"management into the work."},{"speaker":"Galen Low","startTime":1662.154,"endTime":1664.864,"body":"I think people think they're"},{"speaker":"Galen Low","startTime":1662.154,"endTime":1664.864,"body":"like, Oh my gosh, well, I"},{"speaker":"Galen Low","startTime":1664.864,"endTime":1667.674,"body":"have to go and spend four"},{"speaker":"Galen Low","startTime":1664.864,"endTime":1667.674,"body":"hours building my pinboard"},{"speaker":"Galen Low","startTime":1667.684,"endTime":1670.634,"body":"of the family tree of my"},{"speaker":"Galen Low","startTime":1667.684,"endTime":1670.634,"body":"clients, and have a dossier,"},{"speaker":"Galen Low","startTime":1670.734,"endTime":1671.564,"body":"that's going to take time."},{"speaker":"Galen Low","startTime":1671.564,"endTime":1672.654,"body":"I'm not gonna be able"},{"speaker":"Galen Low","startTime":1671.564,"endTime":1672.654,"body":"to build that time."},{"speaker":"Galen Low","startTime":1672.654,"endTime":1674.264,"body":"I need to go golfing."},{"speaker":"Galen Low","startTime":1674.264,"endTime":1676.384,"body":"I need to hit the golf"},{"speaker":"Galen Low","startTime":1674.264,"endTime":1676.384,"body":"club, like with my clients."},{"speaker":"Galen Low","startTime":1676.384,"endTime":1678.224,"body":"And we had to do 18 holes"},{"speaker":"Galen Low","startTime":1676.384,"endTime":1678.224,"body":"in order for me to do this."},{"speaker":"Galen Low","startTime":1678.234,"endTime":1679.024,"body":"Like I don't have time."},{"speaker":"Galen Low","startTime":1679.0339999999999,"endTime":1680.0539999999999,"body":"It doesn't have to be big."},{"speaker":"Galen Low","startTime":1680.074,"endTime":1681.124,"body":"It can be smaller."},{"speaker":"Galen Low","startTime":1681.474,"endTime":1682.944,"body":"It just has to guide the work."},{"speaker":"Melissa Morris","startTime":1683.104,"endTime":1685.0439999999999,"body":"Absolutely,"},{"speaker":"Melissa Morris","startTime":1683.104,"endTime":1685.0439999999999,"body":"and I've even done small things"},{"speaker":"Melissa Morris","startTime":1685.0439999999999,"endTime":1688.724,"body":"where if I know a client is"},{"speaker":"Melissa Morris","startTime":1685.0439999999999,"endTime":1688.724,"body":"just really underwater, right,"},{"speaker":"Melissa Morris","startTime":1688.754,"endTime":1691.244,"body":"they had to let go of a team"},{"speaker":"Melissa Morris","startTime":1688.754,"endTime":1691.244,"body":"member, they've got someone"},{"speaker":"Melissa Morris","startTime":1691.244,"endTime":1693.864,"body":"I know they're putting in"},{"speaker":"Melissa Morris","startTime":1691.244,"endTime":1693.864,"body":"long days, I'm going to shoot"},{"speaker":"Melissa Morris","startTime":1693.864,"endTime":1695.024,"body":"them a Starbucks gift card."},{"speaker":"Melissa Morris","startTime":1695.084,"endTime":1699.444,"body":"Just, here you go, ten bucks,"},{"speaker":"Melissa Morris","startTime":1695.084,"endTime":1699.444,"body":"easy, no utilization, not a"},{"speaker":"Melissa Morris","startTime":1699.444,"endTime":1701.7839999999999,"body":"big thing I know you've got"},{"speaker":"Melissa Morris","startTime":1699.444,"endTime":1701.7839999999999,"body":"a lot going on right now,"},{"speaker":"Melissa Morris","startTime":1702.134,"endTime":1704.114,"body":"and they're always like, Oh,"},{"speaker":"Melissa Morris","startTime":1702.134,"endTime":1704.114,"body":"thanks, like just knowing that"},{"speaker":"Melissa Morris","startTime":1704.114,"endTime":1706.0539999999999,"body":"I was Paying attention, right?"},{"speaker":"Melissa Morris","startTime":1706.3039999999999,"endTime":1708.394,"body":"I'm paying attention"},{"speaker":"Melissa Morris","startTime":1706.3039999999999,"endTime":1708.394,"body":"goes a long way."},{"speaker":"Galen Low","startTime":1708.594,"endTime":1710.244,"body":"This is sort of"},{"speaker":"Galen Low","startTime":1708.594,"endTime":1710.244,"body":"an off the cuff question,"},{"speaker":"Galen Low","startTime":1710.244,"endTime":1712.904,"body":"but with the clients that"},{"speaker":"Galen Low","startTime":1710.244,"endTime":1712.904,"body":"you work with, do you often"},{"speaker":"Galen Low","startTime":1712.904,"endTime":1716.894,"body":"see a project manager who"},{"speaker":"Galen Low","startTime":1712.904,"endTime":1716.894,"body":"has a bit of a budget to"},{"speaker":"Galen Low","startTime":1716.904,"endTime":1718.704,"body":"do relationship management?"},{"speaker":"Galen Low","startTime":1719.014,"endTime":1720.814,"body":"Or does that kind of sit"},{"speaker":"Galen Low","startTime":1719.014,"endTime":1720.814,"body":"more with account managers?"},{"speaker":"Galen Low","startTime":1720.834,"endTime":1723.514,"body":"Or is everyone just out of"},{"speaker":"Galen Low","startTime":1720.834,"endTime":1723.514,"body":"pocket, but they get a word in"},{"speaker":"Galen Low","startTime":1723.514,"endTime":1724.964,"body":"terms of like getting the KPIs?"},{"speaker":"Melissa Morris","startTime":1725.314,"endTime":1727.809,"body":"No, I think I"},{"speaker":"Melissa Morris","startTime":1725.314,"endTime":1727.809,"body":"do see a lot of agency owners"},{"speaker":"Melissa Morris","startTime":1727.809,"endTime":1732.029,"body":"that do have some small budget"},{"speaker":"Melissa Morris","startTime":1727.809,"endTime":1732.029,"body":"for things of this nature to"},{"speaker":"Melissa Morris","startTime":1732.079,"endTime":1735.309,"body":"send a little gift card or to"},{"speaker":"Melissa Morris","startTime":1732.079,"endTime":1735.309,"body":"send a welcome package during"},{"speaker":"Melissa Morris","startTime":1735.319,"endTime":1737.399,"body":"onboarding those sort of things."},{"speaker":"Melissa Morris","startTime":1737.749,"endTime":1739.879,"body":"So I think when it comes"},{"speaker":"Melissa Morris","startTime":1737.749,"endTime":1739.879,"body":"to that, I do think that"},{"speaker":"Melissa Morris","startTime":1739.9189999999999,"endTime":1741.969,"body":"should be something that,"},{"speaker":"Melissa Morris","startTime":1739.9189999999999,"endTime":1741.969,"body":"overall the agency or"},{"speaker":"Melissa Morris","startTime":1741.969,"endTime":1743.239,"body":"business has addressed."},{"speaker":"Melissa Morris","startTime":1743.239,"endTime":1745.4289999999999,"body":"I don't think anybody should"},{"speaker":"Melissa Morris","startTime":1743.239,"endTime":1745.4289999999999,"body":"feel pressure to do that."},{"speaker":"Melissa Morris","startTime":1746.024,"endTime":1748.704,"body":"Out of their own pocket,"},{"speaker":"Melissa Morris","startTime":1746.024,"endTime":1748.704,"body":"and it wouldn't even have,"},{"speaker":"Melissa Morris","startTime":1748.734,"endTime":1751.274,"body":"that's something I like to"},{"speaker":"Melissa Morris","startTime":1748.734,"endTime":1751.274,"body":"do, but it could even just"},{"speaker":"Melissa Morris","startTime":1751.274,"endTime":1754.274,"body":"be an email that says, Hey,"},{"speaker":"Melissa Morris","startTime":1751.274,"endTime":1754.274,"body":"I know you've been really"},{"speaker":"Melissa Morris","startTime":1754.2839999999999,"endTime":1758.484,"body":"swamped and we talked about you"},{"speaker":"Melissa Morris","startTime":1754.2839999999999,"endTime":1758.484,"body":"getting that to me on Friday."},{"speaker":"Melissa Morris","startTime":1758.484,"endTime":1760.124,"body":"It actually isn't going"},{"speaker":"Melissa Morris","startTime":1758.484,"endTime":1760.124,"body":"to change my workflow."},{"speaker":"Melissa Morris","startTime":1760.124,"endTime":1761.344,"body":"If you get it to"},{"speaker":"Melissa Morris","startTime":1760.124,"endTime":1761.344,"body":"me Tuesday morning."},{"speaker":"Melissa Morris","startTime":1761.744,"endTime":1762.134,"body":"Right?"},{"speaker":"Melissa Morris","startTime":1762.184,"endTime":1764.404,"body":"Like it's okay, right?"},{"speaker":"Melissa Morris","startTime":1764.704,"endTime":1766.354,"body":"Check with your"},{"speaker":"Melissa Morris","startTime":1764.704,"endTime":1766.354,"body":"project manager first."},{"speaker":"Melissa Morris","startTime":1766.664,"endTime":1767.824,"body":"Don't change timelines."},{"speaker":"Melissa Morris","startTime":1768.614,"endTime":1771.514,"body":"But I think the point is we"},{"speaker":"Melissa Morris","startTime":1768.614,"endTime":1771.514,"body":"can just do small things to"},{"speaker":"Melissa Morris","startTime":1771.514,"endTime":1773.934,"body":"let our clients know that"},{"speaker":"Melissa Morris","startTime":1771.514,"endTime":1773.934,"body":"we're thinking about them and"},{"speaker":"Melissa Morris","startTime":1773.934,"endTime":1776.634,"body":"that they're important to us"},{"speaker":"Melissa Morris","startTime":1773.934,"endTime":1776.634,"body":"and it doesn't have to take"},{"speaker":"Melissa Morris","startTime":1776.634,"endTime":1778.734,"body":"a lot of time and it doesn't"},{"speaker":"Melissa Morris","startTime":1776.634,"endTime":1778.734,"body":"have to take a lot of money."},{"speaker":"Galen Low","startTime":1779.004,"endTime":1779.514,"body":"Love that."},{"speaker":"Galen Low","startTime":1779.7839999999999,"endTime":1784.239,"body":"We've been talking about I"},{"speaker":"Galen Low","startTime":1779.7839999999999,"endTime":1784.239,"body":"don't know, pleasant clients"},{"speaker":"Galen Low","startTime":1784.239,"endTime":1785.769,"body":"and client relationships."},{"speaker":"Galen Low","startTime":1785.769,"endTime":1789.539,"body":"Folks that, yeah, it might not"},{"speaker":"Galen Low","startTime":1785.769,"endTime":1789.539,"body":"always be cozy and good and"},{"speaker":"Galen Low","startTime":1789.539,"endTime":1792.379,"body":"nice, but you know, there's"},{"speaker":"Galen Low","startTime":1789.539,"endTime":1792.379,"body":"ways that we can build trust"},{"speaker":"Galen Low","startTime":1792.379,"endTime":1793.499,"body":"and build this relationship."},{"speaker":"Galen Low","startTime":1793.729,"endTime":1795.369,"body":"And I know that some"},{"speaker":"Galen Low","startTime":1793.729,"endTime":1795.369,"body":"folks are listening to,"},{"speaker":"Galen Low","startTime":1795.459,"endTime":1799.329,"body":"and they're saying, but"},{"speaker":"Galen Low","startTime":1795.459,"endTime":1799.329,"body":"sometimes clients just suck."},{"speaker":"Galen Low","startTime":1799.569,"endTime":1800.4089999999999,"body":"And it's true."},{"speaker":"Galen Low","startTime":1800.4089999999999,"endTime":1802.329,"body":"There are bullies out there."},{"speaker":"Galen Low","startTime":1802.329,"endTime":1803.649,"body":"There are toxic clients."},{"speaker":"Galen Low","startTime":1803.649,"endTime":1806.549,"body":"There are some clients that"},{"speaker":"Galen Low","startTime":1803.649,"endTime":1806.549,"body":"just simply are the worst."},{"speaker":"Galen Low","startTime":1806.884,"endTime":1810.184,"body":"And yeah, we could invest a"},{"speaker":"Galen Low","startTime":1806.884,"endTime":1810.184,"body":"lot of time sort of building"},{"speaker":"Galen Low","startTime":1810.184,"endTime":1813.0539999999999,"body":"up the relationship, but"},{"speaker":"Galen Low","startTime":1810.184,"endTime":1813.0539999999999,"body":"they might not actually be"},{"speaker":"Galen Low","startTime":1813.0539999999999,"endTime":1816.774,"body":"good for culture, mental"},{"speaker":"Galen Low","startTime":1813.0539999999999,"endTime":1816.774,"body":"health, business in general."},{"speaker":"Galen Low","startTime":1817.0439999999999,"endTime":1817.934,"body":"And what do we do there?"},{"speaker":"Melissa Morris","startTime":1818.084,"endTime":1818.5539999999999,"body":"Yeah."},{"speaker":"Melissa Morris","startTime":1818.824,"endTime":1824.104,"body":"So I do believe sometimes there"},{"speaker":"Melissa Morris","startTime":1818.824,"endTime":1824.104,"body":"are just bad clients and this"},{"speaker":"Melissa Morris","startTime":1824.104,"endTime":1826.389,"body":"is probably going to come as"},{"speaker":"Melissa Morris","startTime":1824.104,"endTime":1826.389,"body":"a shock to some people, but."},{"speaker":"Melissa Morris","startTime":1826.949,"endTime":1828.489,"body":"You can fire clients."},{"speaker":"Galen Low","startTime":1829.109,"endTime":1830.369,"body":"Ooh."},{"speaker":"Melissa Morris","startTime":1830.37,"endTime":1831.479,"body":"It's allowed."},{"speaker":"Galen Low","startTime":1834.6589999999999,"endTime":1835.949,"body":"I want to"},{"speaker":"Galen Low","startTime":1834.6589999999999,"endTime":1835.949,"body":"dive into that more."},{"speaker":"Galen Low","startTime":1835.969,"endTime":1837.869,"body":"I mean, gosh,"},{"speaker":"Galen Low","startTime":1835.969,"endTime":1837.869,"body":"that's another one."},{"speaker":"Galen Low","startTime":1837.869,"endTime":1839.839,"body":"That's potentially"},{"speaker":"Galen Low","startTime":1837.869,"endTime":1839.839,"body":"another podcast episode."},{"speaker":"Galen Low","startTime":1840.049,"endTime":1842.339,"body":"But maybe we hint"},{"speaker":"Galen Low","startTime":1840.049,"endTime":1842.339,"body":"at it a little bit."},{"speaker":"Galen Low","startTime":1842.6789999999999,"endTime":1844.799,"body":"Who can fire a client?"},{"speaker":"Galen Low","startTime":1844.809,"endTime":1846.229,"body":"Because I know a lot of"},{"speaker":"Galen Low","startTime":1844.809,"endTime":1846.229,"body":"project managers out there"},{"speaker":"Galen Low","startTime":1846.229,"endTime":1847.719,"body":"just went, Oh, yes, please."},{"speaker":"Galen Low","startTime":1847.719,"endTime":1847.999,"body":"Yeah."},{"speaker":"Galen Low","startTime":1848.029,"endTime":1848.829,"body":"Can we fire them all?"},{"speaker":"Melissa Morris","startTime":1848.879,"endTime":1849.4289999999999,"body":"All of them."},{"speaker":"Melissa Morris","startTime":1849.549,"endTime":1850.059,"body":"All of them."},{"speaker":"Melissa Morris","startTime":1850.339,"endTime":1851.1789999999999,"body":"All of the clients."},{"speaker":"Melissa Morris","startTime":1851.219,"endTime":1851.569,"body":"Done."},{"speaker":"Galen Low","startTime":1851.569,"endTime":1851.769,"body":"Yeah."},{"speaker":"Galen Low","startTime":1851.809,"endTime":1852.289,"body":"They got to go."},{"speaker":"Melissa Morris","startTime":1852.299,"endTime":1852.439,"body":"Yeah."},{"speaker":"Melissa Morris","startTime":1852.949,"endTime":1853.209,"body":"Yeah."},{"speaker":"Galen Low","startTime":1854.124,"endTime":1855.184,"body":"How does"},{"speaker":"Galen Low","startTime":1854.124,"endTime":1855.184,"body":"that decision get made?"},{"speaker":"Melissa Morris","startTime":1855.334,"endTime":1856.684,"body":"Yeah, so"},{"speaker":"Melissa Morris","startTime":1855.334,"endTime":1856.684,"body":"it's definitely not one"},{"speaker":"Melissa Morris","startTime":1856.684,"endTime":1858.084,"body":"you make lightly, right?"},{"speaker":"Melissa Morris","startTime":1858.084,"endTime":1861.474,"body":"This whole conversation has been"},{"speaker":"Melissa Morris","startTime":1858.084,"endTime":1861.474,"body":"about nurturing your clients."},{"speaker":"Melissa Morris","startTime":1861.504,"endTime":1864.594,"body":"And so there should definitely"},{"speaker":"Melissa Morris","startTime":1861.504,"endTime":1864.594,"body":"be a lot of internal checkpoints"},{"speaker":"Melissa Morris","startTime":1864.994,"endTime":1868.524,"body":"and conversations before"},{"speaker":"Melissa Morris","startTime":1864.994,"endTime":1868.524,"body":"you ever get to the point of"},{"speaker":"Melissa Morris","startTime":1868.834,"endTime":1870.5539999999999,"body":"considering firing a client."},{"speaker":"Melissa Morris","startTime":1870.894,"endTime":1875.374,"body":"And this is where good"},{"speaker":"Melissa Morris","startTime":1870.894,"endTime":1875.374,"body":"processes, policies will"},{"speaker":"Melissa Morris","startTime":1875.374,"endTime":1877.644,"body":"really play an important role."},{"speaker":"Melissa Morris","startTime":1877.904,"endTime":1880.894,"body":"So you can come back"},{"speaker":"Melissa Morris","startTime":1877.904,"endTime":1880.894,"body":"to, are we on scope?"},{"speaker":"Melissa Morris","startTime":1881.004,"endTime":1883.454,"body":"Are we being good"},{"speaker":"Melissa Morris","startTime":1881.004,"endTime":1883.454,"body":"communicators about timeline?"},{"speaker":"Melissa Morris","startTime":1883.454,"endTime":1885.7839999999999,"body":"Are we being good"},{"speaker":"Melissa Morris","startTime":1883.454,"endTime":1885.7839999999999,"body":"communicators about budget?"},{"speaker":"Melissa Morris","startTime":1886.094,"endTime":1888.574,"body":"Are we doing everything we can?"},{"speaker":"Melissa Morris","startTime":1888.899,"endTime":1890.749,"body":"And make sure you're being"},{"speaker":"Melissa Morris","startTime":1888.899,"endTime":1890.749,"body":"clear about it because"},{"speaker":"Melissa Morris","startTime":1890.749,"endTime":1893.989,"body":"sometimes you think you're"},{"speaker":"Melissa Morris","startTime":1890.749,"endTime":1893.989,"body":"being clear and you're really,"},{"speaker":"Melissa Morris","startTime":1893.999,"endTime":1895.619,"body":"you're not being clear, right?"},{"speaker":"Melissa Morris","startTime":1895.619,"endTime":1897.949,"body":"Well, I told him I needed"},{"speaker":"Melissa Morris","startTime":1895.619,"endTime":1897.949,"body":"it as soon as possible."},{"speaker":"Melissa Morris","startTime":1898.1589999999999,"endTime":1899.609,"body":"That's not clear, right?"},{"speaker":"Melissa Morris","startTime":1899.6689999999999,"endTime":1902.079,"body":"Tuesday by 11 a. m. is clear."},{"speaker":"Melissa Morris","startTime":1902.569,"endTime":1905.029,"body":"So I always recommend you're"},{"speaker":"Melissa Morris","startTime":1902.569,"endTime":1905.029,"body":"taking those steps first."},{"speaker":"Melissa Morris","startTime":1905.109,"endTime":1906.339,"body":"Are we being very clear?"},{"speaker":"Melissa Morris","startTime":1906.559,"endTime":1908.619,"body":"Have we had a conversation"},{"speaker":"Melissa Morris","startTime":1906.559,"endTime":1908.619,"body":"with the client, like"},{"speaker":"Melissa Morris","startTime":1908.619,"endTime":1910.1789999999999,"body":"a realignment call?"},{"speaker":"Melissa Morris","startTime":1910.389,"endTime":1913.109,"body":"Have we gotten them on"},{"speaker":"Melissa Morris","startTime":1910.389,"endTime":1913.109,"body":"the phone and said, we"},{"speaker":"Melissa Morris","startTime":1913.109,"endTime":1914.349,"body":"want to revisit scope."},{"speaker":"Melissa Morris","startTime":1914.509,"endTime":1915.699,"body":"We want to revisit."},{"speaker":"Melissa Morris","startTime":1916.1689999999999,"endTime":1917.789,"body":"We're not going to say"},{"speaker":"Melissa Morris","startTime":1916.1689999999999,"endTime":1917.789,"body":"boundaries necessarily"},{"speaker":"Melissa Morris","startTime":1917.809,"endTime":1920.539,"body":"to them, but what"},{"speaker":"Melissa Morris","startTime":1917.809,"endTime":1920.539,"body":"working hours are, right?"},{"speaker":"Melissa Morris","startTime":1920.599,"endTime":1923.699,"body":"Whatever, however they"},{"speaker":"Melissa Morris","startTime":1920.599,"endTime":1923.699,"body":"may be in violation we may"},{"speaker":"Melissa Morris","startTime":1923.699,"endTime":1925.879,"body":"want to have a conversation"},{"speaker":"Melissa Morris","startTime":1923.699,"endTime":1925.879,"body":"with them about tone or who"},{"speaker":"Melissa Morris","startTime":1925.879,"endTime":1926.579,"body":"they're reaching out to."},{"speaker":"Melissa Morris","startTime":1926.579,"endTime":1928.589,"body":"We want you to have the"},{"speaker":"Melissa Morris","startTime":1926.579,"endTime":1928.589,"body":"best point of contact."},{"speaker":"Melissa Morris","startTime":1928.979,"endTime":1930.339,"body":"The best way to do that"},{"speaker":"Melissa Morris","startTime":1928.979,"endTime":1930.339,"body":"is always reach out to"},{"speaker":"Melissa Morris","startTime":1930.339,"endTime":1931.009,"body":"your account manager."},{"speaker":"Melissa Morris","startTime":1931.009,"endTime":1933.789,"body":"We can't have you messaging"},{"speaker":"Melissa Morris","startTime":1931.009,"endTime":1933.789,"body":"the project manager and the"},{"speaker":"Melissa Morris","startTime":1933.789,"endTime":1935.9089999999999,"body":"design team for additional time."},{"speaker":"Melissa Morris","startTime":1936.149,"endTime":1937.299,"body":"They're not going to know."},{"speaker":"Melissa Morris","startTime":1937.4189999999999,"endTime":1939.1689999999999,"body":"So the best way to get"},{"speaker":"Melissa Morris","startTime":1937.4189999999999,"endTime":1939.1689999999999,"body":"you the best answer."},{"speaker":"Melissa Morris","startTime":1939.479,"endTime":1941.819,"body":"So really address what"},{"speaker":"Melissa Morris","startTime":1939.479,"endTime":1941.819,"body":"are the problem points."},{"speaker":"Melissa Morris","startTime":1942.649,"endTime":1945.339,"body":"Have we been very"},{"speaker":"Melissa Morris","startTime":1942.649,"endTime":1945.339,"body":"clear with them?"},{"speaker":"Melissa Morris","startTime":1945.704,"endTime":1948.344,"body":"On how we can course correct,"},{"speaker":"Melissa Morris","startTime":1945.704,"endTime":1948.344,"body":"how we had conversations, how"},{"speaker":"Melissa Morris","startTime":1948.344,"endTime":1952.204,"body":"we given them time, how did"},{"speaker":"Melissa Morris","startTime":1948.344,"endTime":1952.204,"body":"they receive that information?"},{"speaker":"Melissa Morris","startTime":1952.5539999999999,"endTime":1954.594,"body":"So lots of conversations"},{"speaker":"Melissa Morris","startTime":1952.5539999999999,"endTime":1954.594,"body":"along the way."},{"speaker":"Melissa Morris","startTime":1954.624,"endTime":1957.934,"body":"And then at that point, if"},{"speaker":"Melissa Morris","startTime":1954.624,"endTime":1957.934,"body":"things are just still really not"},{"speaker":"Melissa Morris","startTime":1957.934,"endTime":1961.5339999999999,"body":"working well, the client is just"},{"speaker":"Melissa Morris","startTime":1957.934,"endTime":1961.5339999999999,"body":"not on board with this and just"},{"speaker":"Melissa Morris","startTime":1961.5439999999999,"endTime":1964.494,"body":"continuing to push boundaries,"},{"speaker":"Melissa Morris","startTime":1961.5439999999999,"endTime":1964.494,"body":"scope, whatever that looks like,"},{"speaker":"Melissa Morris","startTime":1964.904,"endTime":1967.514,"body":"then you do need to take it"},{"speaker":"Melissa Morris","startTime":1964.904,"endTime":1967.514,"body":"to leadership, whether that's."},{"speaker":"Melissa Morris","startTime":1968.024,"endTime":1970.584,"body":"the owner directly,"},{"speaker":"Melissa Morris","startTime":1968.024,"endTime":1970.584,"body":"a middle person."},{"speaker":"Melissa Morris","startTime":1970.834,"endTime":1973.104,"body":"And then of course always"},{"speaker":"Melissa Morris","startTime":1970.834,"endTime":1973.104,"body":"you have to look back"},{"speaker":"Melissa Morris","startTime":1973.104,"endTime":1974.474,"body":"at your contract, right?"},{"speaker":"Melissa Morris","startTime":1974.514,"endTime":1977.364,"body":"Yes, I say we can fire clients,"},{"speaker":"Melissa Morris","startTime":1974.514,"endTime":1977.364,"body":"but only if your contract says"},{"speaker":"Melissa Morris","startTime":1977.364,"endTime":1979.064,"body":"that you can as well, right?"},{"speaker":"Melissa Morris","startTime":1979.354,"endTime":1981.844,"body":"Like you always want to make"},{"speaker":"Melissa Morris","startTime":1979.354,"endTime":1981.844,"body":"sure legally you're fulfilling"},{"speaker":"Melissa Morris","startTime":1981.844,"endTime":1984.974,"body":"all of your obligations, which"},{"speaker":"Melissa Morris","startTime":1981.844,"endTime":1984.974,"body":"comes back to good processes."},{"speaker":"Melissa Morris","startTime":1984.984,"endTime":1986.3039999999999,"body":"Do you have a clear contract?"},{"speaker":"Melissa Morris","startTime":1986.3039999999999,"endTime":1988.484,"body":"Do you have a clear"},{"speaker":"Melissa Morris","startTime":1986.3039999999999,"endTime":1988.484,"body":"scope statement of work?"},{"speaker":"Melissa Morris","startTime":1988.854,"endTime":1992.809,"body":"So as long as all of that, And,"},{"speaker":"Melissa Morris","startTime":1988.854,"endTime":1992.809,"body":"legally we're doing what we're"},{"speaker":"Melissa Morris","startTime":1992.809,"endTime":1996.549,"body":"supposed to do, then yeah, you"},{"speaker":"Melissa Morris","startTime":1992.809,"endTime":1996.549,"body":"take it to leadership and let"},{"speaker":"Melissa Morris","startTime":1996.549,"endTime":1997.739,"body":"that decision get made there."},{"speaker":"Galen Low","startTime":1997.939,"endTime":1999.959,"body":"I appreciate that"},{"speaker":"Galen Low","startTime":1997.939,"endTime":1999.959,"body":"due diligence and like the"},{"speaker":"Galen Low","startTime":1999.959,"endTime":2001.319,"body":"gravity of the decision too."},{"speaker":"Galen Low","startTime":2001.319,"endTime":2002.799,"body":"It's are we doing"},{"speaker":"Galen Low","startTime":2001.319,"endTime":2002.799,"body":"everything we can?"},{"speaker":"Galen Low","startTime":2003.059,"endTime":2007.019,"body":"Because it is possible for"},{"speaker":"Galen Low","startTime":2003.059,"endTime":2007.019,"body":"an agency to make a client a"},{"speaker":"Galen Low","startTime":2007.019,"endTime":2009.629,"body":"bad client by thinking that"},{"speaker":"Galen Low","startTime":2007.019,"endTime":2009.629,"body":"they're actually doing a good"},{"speaker":"Galen Low","startTime":2009.629,"endTime":2011.6689999999999,"body":"job when they're actually"},{"speaker":"Galen Low","startTime":2009.629,"endTime":2011.6689999999999,"body":"not, turn the mirror on"},{"speaker":"Galen Low","startTime":2011.6689999999999,"endTime":2012.9089999999999,"body":"yourself first and then okay."},{"speaker":"Galen Low","startTime":2013.219,"endTime":2014.809,"body":"Now let's move the"},{"speaker":"Galen Low","startTime":2013.219,"endTime":2014.809,"body":"conversation forward."},{"speaker":"Melissa Morris","startTime":2014.979,"endTime":2016.079,"body":"Absolutely."},{"speaker":"Galen Low","startTime":2016.239,"endTime":2017.599,"body":"It's funny"},{"speaker":"Galen Low","startTime":2016.239,"endTime":2017.599,"body":"because this sort of quote"},{"speaker":"Galen Low","startTime":2017.599,"endTime":2019.649,"body":"or a thing that I was"},{"speaker":"Galen Low","startTime":2017.599,"endTime":2019.649,"body":"told pops to mind, right?"},{"speaker":"Galen Low","startTime":2019.709,"endTime":2021.9289999999999,"body":"No one trains a client"},{"speaker":"Galen Low","startTime":2019.709,"endTime":2021.9289999999999,"body":"to be a good client."},{"speaker":"Galen Low","startTime":2022.149,"endTime":2023.539,"body":"So there's that thing too."},{"speaker":"Galen Low","startTime":2023.699,"endTime":2025.299,"body":"And that's a whole"},{"speaker":"Galen Low","startTime":2023.699,"endTime":2025.299,"body":"different thing as well."},{"speaker":"Galen Low","startTime":2025.349,"endTime":2027.569,"body":"But I want to circle back on"},{"speaker":"Galen Low","startTime":2025.349,"endTime":2027.569,"body":"something you said earlier,"},{"speaker":"Galen Low","startTime":2027.569,"endTime":2028.9189999999999,"body":"actually something you've"},{"speaker":"Galen Low","startTime":2027.569,"endTime":2028.9189999999999,"body":"been saying throughout,"},{"speaker":"Galen Low","startTime":2029.129,"endTime":2032.1589999999999,"body":"there's such good tips about"},{"speaker":"Galen Low","startTime":2029.129,"endTime":2032.1589999999999,"body":"relationship management."},{"speaker":"Galen Low","startTime":2032.519,"endTime":2034.219,"body":"And I know a lot of"},{"speaker":"Galen Low","startTime":2032.519,"endTime":2034.219,"body":"folks are like, no one"},{"speaker":"Galen Low","startTime":2034.219,"endTime":2035.339,"body":"trained me to do this."},{"speaker":"Galen Low","startTime":2035.399,"endTime":2038.229,"body":"I didn't know I could buy a"},{"speaker":"Galen Low","startTime":2035.399,"endTime":2038.229,"body":"gift card or it was okay to"},{"speaker":"Galen Low","startTime":2038.229,"endTime":2039.359,"body":"send an email to check in."},{"speaker":"Galen Low","startTime":2039.359,"endTime":2041.769,"body":"If my client's having a"},{"speaker":"Galen Low","startTime":2039.359,"endTime":2041.769,"body":"hard time with restructure,"},{"speaker":"Galen Low","startTime":2041.899,"endTime":2044.339,"body":"no one taught me to quote"},{"speaker":"Galen Low","startTime":2041.899,"endTime":2044.339,"body":"unquote, walk the halls."},{"speaker":"Galen Low","startTime":2044.389,"endTime":2046.4189999999999,"body":"I think maybe account managers"},{"speaker":"Galen Low","startTime":2044.389,"endTime":2046.4189999999999,"body":"probably do get trained this"},{"speaker":"Galen Low","startTime":2046.4189999999999,"endTime":2048.9390000000003,"body":"way, but anyone outside of"},{"speaker":"Galen Low","startTime":2046.4189999999999,"endTime":2048.9390000000003,"body":"that role, like a project"},{"speaker":"Galen Low","startTime":2048.9390000000003,"endTime":2051.799,"body":"manager, if they want to learn"},{"speaker":"Galen Low","startTime":2048.9390000000003,"endTime":2051.799,"body":"more about some of these like"},{"speaker":"Galen Low","startTime":2051.9790000000003,"endTime":2055.629,"body":"techniques and like the skills"},{"speaker":"Galen Low","startTime":2051.9790000000003,"endTime":2055.629,"body":"needed to nurture relationships,"},{"speaker":"Galen Low","startTime":2055.789,"endTime":2056.469,"body":"where can they go?"},{"speaker":"Melissa Morris","startTime":2056.819,"endTime":2058.829,"body":"Yeah, that's a"},{"speaker":"Melissa Morris","startTime":2056.819,"endTime":2058.829,"body":"really great question because"},{"speaker":"Melissa Morris","startTime":2058.829,"endTime":2063.509,"body":"this isn't something I feel"},{"speaker":"Melissa Morris","startTime":2058.829,"endTime":2063.509,"body":"like that is taught or shared."},{"speaker":"Melissa Morris","startTime":2063.789,"endTime":2064.7290000000003,"body":"I always think about it."},{"speaker":"Melissa Morris","startTime":2065.2290000000003,"endTime":2067.2290000000003,"body":"I think we can"},{"speaker":"Melissa Morris","startTime":2065.2290000000003,"endTime":2067.2290000000003,"body":"overcomplicate it, though."},{"speaker":"Melissa Morris","startTime":2067.609,"endTime":2069.409,"body":"Just think about"},{"speaker":"Melissa Morris","startTime":2067.609,"endTime":2069.409,"body":"any relationship."},{"speaker":"Melissa Morris","startTime":2069.419,"endTime":2071.119,"body":"What is any relationship?"},{"speaker":"Melissa Morris","startTime":2071.489,"endTime":2072.5890000000004,"body":"How is that successful?"},{"speaker":"Melissa Morris","startTime":2072.789,"endTime":2073.849,"body":"Well, I'm clear."},{"speaker":"Melissa Morris","startTime":2074.199,"endTime":2075.059,"body":"I'm kind."},{"speaker":"Melissa Morris","startTime":2075.4190000000003,"endTime":2076.6090000000004,"body":"I pay attention."},{"speaker":"Melissa Morris","startTime":2076.869,"endTime":2077.679,"body":"I show up."},{"speaker":"Melissa Morris","startTime":2078.1290000000004,"endTime":2078.639,"body":"Right?"},{"speaker":"Melissa Morris","startTime":2078.8190000000004,"endTime":2081.6290000000004,"body":"So I think even just not"},{"speaker":"Melissa Morris","startTime":2078.8190000000004,"endTime":2081.6290000000004,"body":"overcomplicating it and"},{"speaker":"Melissa Morris","startTime":2081.6290000000004,"endTime":2083.849,"body":"just remembering that"},{"speaker":"Melissa Morris","startTime":2081.6290000000004,"endTime":2083.849,"body":"your clients are humans."},{"speaker":"Melissa Morris","startTime":2084.449,"endTime":2087.139,"body":"And they have, I guess you"},{"speaker":"Melissa Morris","startTime":2084.449,"endTime":2087.139,"body":"can think of that saying to"},{"speaker":"Melissa Morris","startTime":2087.199,"endTime":2089.659,"body":"everybody's, got something going"},{"speaker":"Melissa Morris","startTime":2087.199,"endTime":2089.659,"body":"on, you don't know anything"},{"speaker":"Melissa Morris","startTime":2089.659,"endTime":2093.239,"body":"about or walk a mile in their"},{"speaker":"Melissa Morris","startTime":2089.659,"endTime":2093.239,"body":"shoes, and then you'll know."},{"speaker":"Melissa Morris","startTime":2093.5690000000004,"endTime":2096.8390000000004,"body":"And it's important to, with"},{"speaker":"Melissa Morris","startTime":2093.5690000000004,"endTime":2096.8390000000004,"body":"the internet, like we're"},{"speaker":"Melissa Morris","startTime":2096.8390000000004,"endTime":2099.779,"body":"like, we're not geographically"},{"speaker":"Melissa Morris","startTime":2096.8390000000004,"endTime":2099.779,"body":"independent anymore, right?"},{"speaker":"Melissa Morris","startTime":2099.799,"endTime":2103.099,"body":"So we are working with people"},{"speaker":"Melissa Morris","startTime":2099.799,"endTime":2103.099,"body":"in different time zones,"},{"speaker":"Melissa Morris","startTime":2103.1690000000003,"endTime":2105.3790000000004,"body":"with different backgrounds,"},{"speaker":"Melissa Morris","startTime":2103.1690000000003,"endTime":2105.3790000000004,"body":"with different cultures,"},{"speaker":"Melissa Morris","startTime":2105.679,"endTime":2107.159,"body":"different continents at times."},{"speaker":"Melissa Morris","startTime":2107.489,"endTime":2110.809,"body":"So sometimes what's feeling"},{"speaker":"Melissa Morris","startTime":2107.489,"endTime":2110.809,"body":"oh, they're very short."},{"speaker":"Melissa Morris","startTime":2111.3740000000003,"endTime":2114.0840000000003,"body":"Just culturally, maybe"},{"speaker":"Melissa Morris","startTime":2111.3740000000003,"endTime":2114.0840000000003,"body":"that's how it is, right?"},{"speaker":"Melissa Morris","startTime":2114.114,"endTime":2116.174,"body":"And that's not"},{"speaker":"Melissa Morris","startTime":2114.114,"endTime":2116.174,"body":"anything negative."},{"speaker":"Melissa Morris","startTime":2116.184,"endTime":2118.244,"body":"That's, they don't"},{"speaker":"Melissa Morris","startTime":2116.184,"endTime":2118.244,"body":"mean anything by it."},{"speaker":"Melissa Morris","startTime":2118.5640000000003,"endTime":2122.0640000000003,"body":"So I think trying to keep that"},{"speaker":"Melissa Morris","startTime":2118.5640000000003,"endTime":2122.0640000000003,"body":"in mind too, which is just where"},{"speaker":"Melissa Morris","startTime":2122.0640000000003,"endTime":2124.364,"body":"it comes back to communication."},{"speaker":"Melissa Morris","startTime":2124.3740000000003,"endTime":2127.184,"body":"So in that instance, you can"},{"speaker":"Melissa Morris","startTime":2124.3740000000003,"endTime":2127.184,"body":"say, I just wanted to check in."},{"speaker":"Melissa Morris","startTime":2127.414,"endTime":2128.6440000000002,"body":"So I make sure"},{"speaker":"Melissa Morris","startTime":2127.414,"endTime":2128.6440000000002,"body":"everything's feeling good."},{"speaker":"Melissa Morris","startTime":2128.654,"endTime":2130.3940000000002,"body":"Do you feel like we're"},{"speaker":"Melissa Morris","startTime":2128.654,"endTime":2130.3940000000002,"body":"making good progress?"},{"speaker":"Melissa Morris","startTime":2130.4640000000004,"endTime":2131.3340000000003,"body":"Everything's on track."},{"speaker":"Melissa Morris","startTime":2131.6240000000003,"endTime":2133.054,"body":"Yeah, everything's great."},{"speaker":"Melissa Morris","startTime":2133.2740000000003,"endTime":2134.164,"body":"We're good to go."},{"speaker":"Melissa Morris","startTime":2134.449,"endTime":2136.239,"body":"Okay, then don't read"},{"speaker":"Melissa Morris","startTime":2134.449,"endTime":2136.239,"body":"into their emails, right?"},{"speaker":"Melissa Morris","startTime":2136.239,"endTime":2138.309,"body":"Don't take them for"},{"speaker":"Melissa Morris","startTime":2136.239,"endTime":2138.309,"body":"anything more than they're"},{"speaker":"Melissa Morris","startTime":2138.309,"endTime":2139.4790000000003,"body":"just an email, right?"},{"speaker":"Galen Low","startTime":2139.6890000000003,"endTime":2140.6890000000003,"body":"I had a"},{"speaker":"Galen Low","startTime":2139.6890000000003,"endTime":2140.6890000000003,"body":"client who would respond"},{"speaker":"Galen Low","startTime":2140.6890000000003,"endTime":2141.9590000000003,"body":"with, fine, period."},{"speaker":"Galen Low","startTime":2142.199,"endTime":2144.409,"body":"For us, it was like, oh, that"},{"speaker":"Galen Low","startTime":2142.199,"endTime":2144.409,"body":"seemed really disappointed"},{"speaker":"Galen Low","startTime":2144.429,"endTime":2145.1290000000004,"body":"because we would say that."},{"speaker":"Galen Low","startTime":2145.1290000000004,"endTime":2145.9390000000003,"body":"We'd be like, fine."},{"speaker":"Galen Low","startTime":2146.179,"endTime":2147.6290000000004,"body":"But actually, they just"},{"speaker":"Galen Low","startTime":2146.179,"endTime":2147.6290000000004,"body":"went, fine, that's fine."},{"speaker":"Melissa Morris","startTime":2147.809,"endTime":2148.7490000000003,"body":"That's fine, I know."},{"speaker":"Melissa Morris","startTime":2149.389,"endTime":2153.969,"body":"This man I worked with"},{"speaker":"Melissa Morris","startTime":2149.389,"endTime":2153.969,"body":"years ago, talk about just"},{"speaker":"Melissa Morris","startTime":2154.2490000000003,"endTime":2155.8190000000004,"body":"stone faced all the time."},{"speaker":"Melissa Morris","startTime":2156.049,"endTime":2157.9990000000003,"body":"And I had to bring"},{"speaker":"Melissa Morris","startTime":2156.049,"endTime":2157.9990000000003,"body":"him the printed copy"},{"speaker":"Melissa Morris","startTime":2157.9990000000003,"endTime":2159.0190000000002,"body":"of the ads and stuff."},{"speaker":"Melissa Morris","startTime":2159.0190000000002,"endTime":2160.8990000000003,"body":"This was years ago and"},{"speaker":"Melissa Morris","startTime":2159.0190000000002,"endTime":2160.8990000000003,"body":"I worked in the agency."},{"speaker":"Melissa Morris","startTime":2161.1290000000004,"endTime":2163.7690000000002,"body":"And I would literally"},{"speaker":"Melissa Morris","startTime":2161.1290000000004,"endTime":2163.7690000000002,"body":"bring this man these ads"},{"speaker":"Melissa Morris","startTime":2164.139,"endTime":2166.3190000000004,"body":"and he would go, okay."},{"speaker":"Melissa Morris","startTime":2166.799,"endTime":2170.4990000000003,"body":"And I mean, at least 40"},{"speaker":"Melissa Morris","startTime":2166.799,"endTime":2170.4990000000003,"body":"to 60 seconds of silence."},{"speaker":"Melissa Morris","startTime":2171.114,"endTime":2173.054,"body":"Face not moving."},{"speaker":"Melissa Morris","startTime":2173.134,"endTime":2174.4640000000004,"body":"I'm ready to check his pulse."},{"speaker":"Melissa Morris","startTime":2174.514,"endTime":2179.974,"body":"This is how just still this"},{"speaker":"Melissa Morris","startTime":2174.514,"endTime":2179.974,"body":"man is staring at these ads"},{"speaker":"Melissa Morris","startTime":2180.0640000000003,"endTime":2181.914,"body":"and you go, these look good."},{"speaker":"Melissa Morris","startTime":2181.9150000000004,"endTime":2183.498,"body":"That was it."},{"speaker":"Melissa Morris","startTime":2183.498,"endTime":2185.0640000000003,"body":"I was like, okay."},{"speaker":"Melissa Morris","startTime":2187.594,"endTime":2189.494,"body":"And I just had to"},{"speaker":"Melissa Morris","startTime":2187.594,"endTime":2189.494,"body":"get used to it."},{"speaker":"Melissa Morris","startTime":2189.7340000000004,"endTime":2190.659,"body":"That's Waltz."},{"speaker":"Melissa Morris","startTime":2190.8190000000004,"endTime":2192.3590000000004,"body":"You just gotta get used to it."},{"speaker":"Melissa Morris","startTime":2192.6290000000004,"endTime":2194.1690000000003,"body":"And I doubled the"},{"speaker":"Melissa Morris","startTime":2192.6290000000004,"endTime":2194.1690000000003,"body":"work we do with him."},{"speaker":"Melissa Morris","startTime":2195.809,"endTime":2197.4190000000003,"body":"For the first few months I"},{"speaker":"Melissa Morris","startTime":2195.809,"endTime":2197.4190000000003,"body":"worked with him, every time"},{"speaker":"Melissa Morris","startTime":2197.5890000000004,"endTime":2199.799,"body":"I was like, Oh I don't, oh"},{"speaker":"Melissa Morris","startTime":2197.5890000000004,"endTime":2199.799,"body":"gosh, he's gonna do that"},{"speaker":"Melissa Morris","startTime":2199.799,"endTime":2201.099,"body":"weird stare thing again."},{"speaker":"Melissa Morris","startTime":2201.1890000000003,"endTime":2202.1290000000004,"body":"Oh, no."},{"speaker":"Melissa Morris","startTime":2202.4390000000003,"endTime":2203.4790000000003,"body":"And then it would be good."},{"speaker":"Melissa Morris","startTime":2203.559,"endTime":2205.369,"body":"And then he started talking"},{"speaker":"Melissa Morris","startTime":2203.559,"endTime":2205.369,"body":"about how he was doing this"},{"speaker":"Melissa Morris","startTime":2205.369,"endTime":2207.929,"body":"beach body workout program"},{"speaker":"Melissa Morris","startTime":2205.369,"endTime":2207.929,"body":"and this and he'd be like, and"},{"speaker":"Melissa Morris","startTime":2207.929,"endTime":2211.4390000000003,"body":"that was just babbled, but I"},{"speaker":"Melissa Morris","startTime":2207.929,"endTime":2211.4390000000003,"body":"just came to accept that's how"},{"speaker":"Melissa Morris","startTime":2211.4390000000003,"endTime":2213.289,"body":"he was and we were just fine."},{"speaker":"Galen Low","startTime":2214.7290000000003,"endTime":2215.509,"body":"I love that."},{"speaker":"Galen Low","startTime":2215.829,"endTime":2216.6690000000003,"body":"No, it's really good."},{"speaker":"Galen Low","startTime":2216.869,"endTime":2218.059,"body":"The relationships, right?"},{"speaker":"Galen Low","startTime":2218.099,"endTime":2220.1490000000003,"body":"I mean, it's nuanced, but"},{"speaker":"Galen Low","startTime":2218.099,"endTime":2220.1490000000003,"body":"at the end of the day,"},{"speaker":"Galen Low","startTime":2220.1490000000003,"endTime":2222.549,"body":"they are relationships and"},{"speaker":"Galen Low","startTime":2220.1490000000003,"endTime":2222.549,"body":"your clients are human."},{"speaker":"Melissa Morris","startTime":2222.7690000000002,"endTime":2223.559,"body":"Exactly."},{"speaker":"Melissa Morris","startTime":2223.6690000000003,"endTime":2224.409,"body":"Exactly."},{"speaker":"Galen Low","startTime":2224.549,"endTime":2225.889,"body":"Melissa, thanks"},{"speaker":"Galen Low","startTime":2224.549,"endTime":2225.889,"body":"so much for spending"},{"speaker":"Galen Low","startTime":2225.889,"endTime":2226.6290000000004,"body":"the time with me today."},{"speaker":"Galen Low","startTime":2226.6290000000004,"endTime":2227.4390000000003,"body":"It's been so much fun."},{"speaker":"Galen Low","startTime":2227.4390000000003,"endTime":2228.329,"body":"So insightful."},{"speaker":"Melissa Morris","startTime":2228.4790000000003,"endTime":2228.8590000000004,"body":"Yes."},{"speaker":"Melissa Morris","startTime":2228.869,"endTime":2229.8790000000004,"body":"Thank you so much"},{"speaker":"Melissa Morris","startTime":2228.869,"endTime":2229.8790000000004,"body":"for having me on."},{"speaker":"Melissa Morris","startTime":2229.8790000000004,"endTime":2231.549,"body":"I think this was a really"},{"speaker":"Melissa Morris","startTime":2229.8790000000004,"endTime":2231.549,"body":"great conversation."},{"speaker":"Galen Low","startTime":2231.779,"endTime":2232.6090000000004,"body":"Yeah, absolutely."},{"speaker":"Galen Low","startTime":2232.619,"endTime":2233.369,"body":"And we'll have you back."},{"speaker":"Galen Low","startTime":2234.318,"endTime":2235.518,"body":"All right folks,"},{"speaker":"Galen Low","startTime":2234.318,"endTime":2235.518,"body":"there you have it."},{"speaker":"Galen Low","startTime":2235.668,"endTime":2237.568,"body":"As always, if you'd like to"},{"speaker":"Galen Low","startTime":2235.668,"endTime":2237.568,"body":"join the conversation with"},{"speaker":"Galen Low","startTime":2237.568,"endTime":2240.128,"body":"over a thousand like-minded"},{"speaker":"Galen Low","startTime":2237.568,"endTime":2240.128,"body":"project management champions,"},{"speaker":"Galen Low","startTime":2240.128,"endTime":2241.1380000000004,"body":"come join our collective!"},{"speaker":"Galen Low","startTime":2241.558,"endTime":2244.4680000000003,"body":"Head on over to"},{"speaker":"Galen Low","startTime":2241.558,"endTime":2244.4680000000003,"body":"thedpm.com/membership"},{"speaker":"Galen Low","startTime":2244.4880000000003,"endTime":2245.0080000000003,"body":"to learn more."},{"speaker":"Galen Low","startTime":2245.378,"endTime":2247.4280000000003,"body":"And if you like what you"},{"speaker":"Galen Low","startTime":2245.378,"endTime":2247.4280000000003,"body":"heard today, please subscribe"},{"speaker":"Galen Low","startTime":2247.4480000000003,"endTime":2250.1380000000004,"body":"and stay in touch on"},{"speaker":"Galen Low","startTime":2247.4480000000003,"endTime":2250.1380000000004,"body":"thedigitalprojectmanager.com."},{"speaker":"Galen Low","startTime":2250.5080000000003,"endTime":2252.038,"body":"Until next time,"},{"speaker":"Galen Low","startTime":2250.5080000000003,"endTime":2252.038,"body":"thanks for listening."}]}