{"version":"1.0.0","segments":[{"speaker":"Galen Low","startTime":22.43,"endTime":23.8,"body":"You slam"},{"speaker":"Galen Low","startTime":22.43,"endTime":23.8,"body":"your laptop shut."},{"speaker":"Galen Low","startTime":24.130000000000003,"endTime":26.720000000000002,"body":"For the 17th meeting running,"},{"speaker":"Galen Low","startTime":24.130000000000003,"endTime":26.720000000000002,"body":"your client contact has"},{"speaker":"Galen Low","startTime":26.720000000000002,"endTime":29.400000000000002,"body":"gaslit you and your team for"},{"speaker":"Galen Low","startTime":26.720000000000002,"endTime":29.400000000000002,"body":"a deadline that the client"},{"speaker":"Galen Low","startTime":29.42,"endTime":31.19,"body":"themselves was responsible for."},{"speaker":"Galen Low","startTime":31.699,"endTime":33.39,"body":"They're escalating to your CEO."},{"speaker":"Galen Low","startTime":33.69,"endTime":35.929,"body":"You've got two days"},{"speaker":"Galen 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profitable."},{"speaker":"Galen Low","startTime":61.575,"endTime":63.974000000000004,"body":"You notice that every"},{"speaker":"Galen Low","startTime":61.575,"endTime":63.974000000000004,"body":"past project team has"},{"speaker":"Galen Low","startTime":63.974000000000004,"endTime":66.375,"body":"suffered what you and your"},{"speaker":"Galen Low","startTime":63.974000000000004,"endTime":66.375,"body":"team are suffering now."},{"speaker":"Galen Low","startTime":66.964,"endTime":68.565,"body":"It's not you, it's them."},{"speaker":"Galen Low","startTime":68.854,"endTime":73.055,"body":"It's toxic, it's systemic, and"},{"speaker":"Galen Low","startTime":68.854,"endTime":73.055,"body":"it's doing real damage to almost"},{"speaker":"Galen Low","startTime":73.095,"endTime":74.525,"body":"every area of the business."},{"speaker":"Galen Low","startTime":74.964,"endTime":77.224,"body":"If you've been dealing with"},{"speaker":"Galen 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Low","startTime":95.615,"endTime":96.895,"body":"Hey folks, thanks for tuning in."},{"speaker":"Galen Low","startTime":96.904,"endTime":99.414,"body":"My name is Galen Low with"},{"speaker":"Galen Low","startTime":96.904,"endTime":99.414,"body":"The Digital Project Manager."},{"speaker":"Galen Low","startTime":99.654,"endTime":102.084,"body":"We are a community of digital"},{"speaker":"Galen Low","startTime":99.654,"endTime":102.084,"body":"professionals on a mission"},{"speaker":"Galen Low","startTime":102.124,"endTime":104.255,"body":"to help each other get"},{"speaker":"Galen Low","startTime":102.124,"endTime":104.255,"body":"skilled, get confident, and"},{"speaker":"Galen Low","startTime":104.255,"endTime":106.785,"body":"get connected, so that we can"},{"speaker":"Galen Low","startTime":104.255,"endTime":106.785,"body":"amplify the value of project"},{"speaker":"Galen Low","startTime":106.785,"endTime":108.235,"body":"management in a digital world."},{"speaker":"Galen Low","startTime":108.715,"endTime":110.505,"body":"If you want to hear more"},{"speaker":"Galen Low","startTime":108.715,"endTime":110.505,"body":"about that, head on over"},{"speaker":"Galen Low","startTime":110.505,"endTime":114.815,"body":"to thedpm.com/membership."},{"speaker":"Galen Low","startTime":114.834,"endTime":117.725,"body":"Okay, today we are talking"},{"speaker":"Galen Low","startTime":114.834,"endTime":117.725,"body":"about firing a client."},{"speaker":"Galen Low","startTime":118.065,"endTime":121.845,"body":"Specifically, the process and"},{"speaker":"Galen Low","startTime":118.065,"endTime":121.845,"body":"business considerations around"},{"speaker":"Galen Low","startTime":121.845,"endTime":125.345,"body":"firing a client that maybe is"},{"speaker":"Galen Low","startTime":121.845,"endTime":125.345,"body":"having a toxic impact on the"},{"speaker":"Galen Low","startTime":125.355,"endTime":129.10500000000002,"body":"people, the operations, and"},{"speaker":"Galen Low","startTime":125.355,"endTime":129.10500000000002,"body":"the finances of an agency."},{"speaker":"Galen Low","startTime":129.385,"endTime":131.715,"body":"Back in the studio with me"},{"speaker":"Galen Low","startTime":129.385,"endTime":131.715,"body":"today is Melissa Morris,"},{"speaker":"Galen Low","startTime":131.725,"endTime":135.285,"body":"founder of Agency Authority,"},{"speaker":"Galen Low","startTime":131.725,"endTime":135.285,"body":"and herself, an agency project"},{"speaker":"Galen Low","startTime":135.285,"endTime":137.89499999999998,"body":"management and operations and"},{"speaker":"Galen Low","startTime":135.285,"endTime":137.89499999999998,"body":"client services specialist"},{"speaker":"Galen Low","startTime":138.345,"endTime":140.89499999999998,"body":"who has lived the agency"},{"speaker":"Galen Low","startTime":138.345,"endTime":140.89499999999998,"body":"life for well over a decade."},{"speaker":"Galen 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in the"},{"speaker":"Galen Low","startTime":159.754,"endTime":161.294,"body":"studio with me again today."},{"speaker":"Melissa Morris","startTime":161.964,"endTime":163.664,"body":"Despite"},{"speaker":"Melissa Morris","startTime":161.964,"endTime":163.664,"body":"the lovely intro, I'm"},{"speaker":"Melissa Morris","startTime":163.664,"endTime":165.184,"body":"really excited to be here."},{"speaker":"Melissa Morris","startTime":166.224,"endTime":168.694,"body":"I've got to be done early"},{"speaker":"Melissa Morris","startTime":166.224,"endTime":168.694,"body":"though, my bedtime with"},{"speaker":"Melissa Morris","startTime":168.694,"endTime":169.914,"body":"my seasoned age and all."},{"speaker":"Galen Low","startTime":170.544,"endTime":171.354,"body":"We'll"},{"speaker":"Galen Low","startTime":170.544,"endTime":171.354,"body":"give you some time."},{"speaker":"Galen Low","startTime":171.354,"endTime":173.894,"body":"Yeah, we'll each put our"},{"speaker":"Galen Low","startTime":171.354,"endTime":173.894,"body":"respective dentures into the"},{"speaker":"Galen Low","startTime":173.894,"endTime":175.644,"body":"into the bubbly water, and yeah."},{"speaker":"Galen Low","startTime":177.604,"endTime":179.874,"body":"Actually, you we did"},{"speaker":"Galen Low","startTime":177.604,"endTime":179.874,"body":"touch on this topic in"},{"speaker":"Galen Low","startTime":179.874,"endTime":180.824,"body":"our last conversation."},{"speaker":"Galen Low","startTime":180.824,"endTime":182.114,"body":"You've been on the"},{"speaker":"Galen Low","startTime":180.824,"endTime":182.114,"body":"podcast before."},{"speaker":"Galen Low","startTime":182.304,"endTime":184.674,"body":"We were talking about"},{"speaker":"Galen Low","startTime":182.304,"endTime":184.674,"body":"building rapport with clients"},{"speaker":"Galen Low","startTime":184.864,"endTime":186.714,"body":"and how we can build good"},{"speaker":"Galen Low","startTime":184.864,"endTime":186.714,"body":"trusting relationships."},{"speaker":"Galen Low","startTime":186.714,"endTime":189.014,"body":"And we ended with this"},{"speaker":"Galen Low","startTime":186.714,"endTime":189.014,"body":"idea that actually some"},{"speaker":"Galen Low","startTime":189.014,"endTime":190.949,"body":"clients are just terrible."},{"speaker":"Galen Low","startTime":191.139,"endTime":193.319,"body":"And I don't mean intrinsically"},{"speaker":"Galen Low","startTime":191.139,"endTime":193.319,"body":"evil and terrible."},{"speaker":"Galen Low","startTime":193.339,"endTime":195.349,"body":"I mean, some folks listening"},{"speaker":"Galen Low","startTime":193.339,"endTime":195.349,"body":"are like, are you sure?"},{"speaker":"Galen Low","startTime":196.00900000000001,"endTime":197.739,"body":"But sometimes it"},{"speaker":"Galen Low","startTime":196.00900000000001,"endTime":197.739,"body":"just isn't a fit."},{"speaker":"Galen Low","startTime":197.739,"endTime":198.659,"body":"It's not working."},{"speaker":"Galen Low","startTime":198.859,"endTime":202.459,"body":"And I think that it's something"},{"speaker":"Galen Low","startTime":198.859,"endTime":202.459,"body":"that we don't discuss a lot."},{"speaker":"Galen Low","startTime":202.709,"endTime":203.939,"body":"Some people are like, Oh,"},{"speaker":"Galen Low","startTime":202.709,"endTime":203.939,"body":"I didn't know it was an"},{"speaker":"Galen Low","startTime":203.939,"endTime":204.849,"body":"option to fire a client."},{"speaker":"Galen Low","startTime":204.859,"endTime":205.469,"body":"They give us money."},{"speaker":"Galen Low","startTime":205.469,"endTime":206.489,"body":"We need money to operate."},{"speaker":"Galen Low","startTime":206.539,"endTime":209.179,"body":"I think we need them,"},{"speaker":"Galen Low","startTime":206.539,"endTime":209.179,"body":"but also there's so much"},{"speaker":"Galen Low","startTime":209.179,"endTime":210.379,"body":"damage that can take place."},{"speaker":"Galen Low","startTime":210.389,"endTime":212.059,"body":"And there's a lot of"},{"speaker":"Galen Low","startTime":210.389,"endTime":212.059,"body":"repercussions that could go"},{"speaker":"Galen Low","startTime":212.059,"endTime":215.219,"body":"along with it, frankly, yeah,"},{"speaker":"Galen Low","startTime":212.059,"endTime":215.219,"body":"just aren't always seen."},{"speaker":"Galen Low","startTime":215.619,"endTime":217.459,"body":"So I thought maybe let's"},{"speaker":"Galen Low","startTime":215.619,"endTime":217.459,"body":"just get right into"},{"speaker":"Galen Low","startTime":217.459,"endTime":218.964,"body":"it, this idea, right?"},{"speaker":"Galen Low","startTime":219.074,"endTime":220.064,"body":"Firing a client."},{"speaker":"Galen Low","startTime":220.474,"endTime":222.874,"body":"For some agency project"},{"speaker":"Galen Low","startTime":220.474,"endTime":222.874,"body":"teams it's a fantasy."},{"speaker":"Galen Low","startTime":223.254,"endTime":227.034,"body":"But sometimes, it is a necessary"},{"speaker":"Galen Low","startTime":223.254,"endTime":227.034,"body":"business decision that agencies"},{"speaker":"Galen Low","startTime":227.454,"endTime":229.504,"body":"don't even keep on the table."},{"speaker":"Galen Low","startTime":229.754,"endTime":233.074,"body":"So I thought I'd open with"},{"speaker":"Galen Low","startTime":229.754,"endTime":233.074,"body":"just the big question, which is"},{"speaker":"Galen Low","startTime":233.404,"endTime":237.224,"body":"When is it okay to want to fire"},{"speaker":"Galen Low","startTime":233.404,"endTime":237.224,"body":"a client and when is it not?"},{"speaker":"Melissa Morris","startTime":237.514,"endTime":238.404,"body":"So, I"},{"speaker":"Melissa Morris","startTime":237.514,"endTime":238.404,"body":"don't know about you, but"},{"speaker":"Melissa Morris","startTime":238.404,"endTime":240.242,"body":"every time you say that,"},{"speaker":"Melissa Morris","startTime":238.404,"endTime":240.242,"body":"I feel I want to go dun."},{"speaker":"Galen Low","startTime":240.242,"endTime":240.609,"body":"Dun."},{"speaker":"Melissa Morris","startTime":240.609,"endTime":241.343,"body":"Dun dun."},{"speaker":"Melissa Morris","startTime":241.343,"endTime":245.393,"body":"So, to answer that question"},{"speaker":"Melissa Morris","startTime":241.343,"endTime":245.393,"body":"though, when is it okay to fire"},{"speaker":"Melissa Morris","startTime":245.423,"endTime":246.903,"body":"a client and when is it not?"},{"speaker":"Melissa Morris","startTime":246.973,"endTime":250.023,"body":"And I would say it's always"},{"speaker":"Melissa Morris","startTime":246.973,"endTime":250.023,"body":"okay to fire a client."},{"speaker":"Melissa Morris","startTime":250.733,"endTime":255.453,"body":"You're the agency owner with"},{"speaker":"Melissa Morris","startTime":250.733,"endTime":255.453,"body":"the caveat of are we honoring"},{"speaker":"Melissa Morris","startTime":255.493,"endTime":259.938,"body":"any legal rights, contractual"},{"speaker":"Melissa Morris","startTime":255.493,"endTime":259.938,"body":"sort of obligations, right?"},{"speaker":"Melissa Morris","startTime":259.948,"endTime":263.908,"body":"We would never want to"},{"speaker":"Melissa Morris","startTime":259.948,"endTime":263.908,"body":"get ourselves in any"},{"speaker":"Melissa Morris","startTime":263.908,"endTime":264.998,"body":"sort of legal trouble."},{"speaker":"Melissa Morris","startTime":265.00800000000004,"endTime":267.418,"body":"So make sure you're"},{"speaker":"Melissa Morris","startTime":265.00800000000004,"endTime":267.418,"body":"paying attention there."},{"speaker":"Melissa Morris","startTime":267.71799999999996,"endTime":271.438,"body":"Now, with that being said, do"},{"speaker":"Melissa Morris","startTime":267.71799999999996,"endTime":271.438,"body":"we want to fire lots of clients?"},{"speaker":"Melissa Morris","startTime":271.698,"endTime":273.13800000000003,"body":"Probably sometimes, right?"},{"speaker":"Melissa Morris","startTime":273.148,"endTime":275.998,"body":"Depending on the day, the phase"},{"speaker":"Melissa Morris","startTime":273.148,"endTime":275.998,"body":"of the moon, sometimes we're"},{"speaker":"Melissa Morris","startTime":275.998,"endTime":277.908,"body":"ready to go on a firing spree."},{"speaker":"Melissa Morris","startTime":278.13800000000003,"endTime":281.84299999999996,"body":"And so I think what we need to"},{"speaker":"Melissa Morris","startTime":278.13800000000003,"endTime":281.84299999999996,"body":"talk about here too is Maybe"},{"speaker":"Melissa Morris","startTime":281.84299999999996,"endTime":285.88300000000004,"body":"not so much when is it okay,"},{"speaker":"Melissa Morris","startTime":281.84299999999996,"endTime":285.88300000000004,"body":"but when is it appropriate?"},{"speaker":"Melissa Morris","startTime":286.323,"endTime":287.64300000000003,"body":"Because that is"},{"speaker":"Melissa Morris","startTime":286.323,"endTime":287.64300000000003,"body":"different, right?"},{"speaker":"Melissa Morris","startTime":287.64300000000003,"endTime":288.793,"body":"That's a different mindset."},{"speaker":"Melissa Morris","startTime":288.793,"endTime":291.773,"body":"So first we need to come to"},{"speaker":"Melissa Morris","startTime":288.793,"endTime":291.773,"body":"this mindset of it's okay."},{"speaker":"Melissa Morris","startTime":292.053,"endTime":295.183,"body":"It's okay to fire a client"},{"speaker":"Melissa Morris","startTime":292.053,"endTime":295.183,"body":"as long as we're doing"},{"speaker":"Melissa Morris","startTime":295.183,"endTime":297.96299999999997,"body":"it legally and ethically"},{"speaker":"Melissa Morris","startTime":295.183,"endTime":297.96299999999997,"body":"and all of those things."},{"speaker":"Melissa Morris","startTime":298.413,"endTime":299.663,"body":"But should we?"},{"speaker":"Melissa Morris","startTime":299.97299999999996,"endTime":301.58299999999997,"body":"Do they just drive us bonkers?"},{"speaker":"Melissa Morris","startTime":302.058,"endTime":304.50800000000004,"body":"Or are they actually"},{"speaker":"Melissa Morris","startTime":302.058,"endTime":304.50800000000004,"body":"doing something wrong?"},{"speaker":"Melissa Morris","startTime":304.99800000000005,"endTime":307.528,"body":"And if you listen to the"},{"speaker":"Melissa Morris","startTime":304.99800000000005,"endTime":307.528,"body":"other episode, we talked"},{"speaker":"Melissa Morris","startTime":307.528,"endTime":310.45799999999997,"body":"a lot about how important"},{"speaker":"Melissa Morris","startTime":307.528,"endTime":310.45799999999997,"body":"client relationships are"},{"speaker":"Melissa Morris","startTime":310.50800000000004,"endTime":311.688,"body":"and really nurturing those."},{"speaker":"Melissa Morris","startTime":311.96799999999996,"endTime":314.578,"body":"So you'll know I am a big fan"},{"speaker":"Melissa Morris","startTime":311.96799999999996,"endTime":314.578,"body":"of keeping the clients you have"},{"speaker":"Melissa Morris","startTime":314.60799999999995,"endTime":316.01800000000003,"body":"and maintaining relationships."},{"speaker":"Melissa Morris","startTime":316.36800000000005,"endTime":320.058,"body":"But we also know sometimes"},{"speaker":"Melissa Morris","startTime":316.36800000000005,"endTime":320.058,"body":"there are just bad clients."},{"speaker":"Melissa Morris","startTime":320.74800000000005,"endTime":324.09799999999996,"body":"And there comes a point"},{"speaker":"Melissa Morris","startTime":320.74800000000005,"endTime":324.09799999999996,"body":"where it doesn't matter how"},{"speaker":"Melissa Morris","startTime":324.09799999999996,"endTime":325.068,"body":"much they're paying you."},{"speaker":"Melissa Morris","startTime":325.328,"endTime":326.48800000000006,"body":"It's just not working."},{"speaker":"Melissa Morris","startTime":326.50800000000004,"endTime":328.96799999999996,"body":"They're never going to be happy"},{"speaker":"Melissa Morris","startTime":326.50800000000004,"endTime":328.96799999999996,"body":"with the product you deliver."},{"speaker":"Melissa Morris","startTime":329.21799999999996,"endTime":330.95799999999997,"body":"They're always going to"},{"speaker":"Melissa Morris","startTime":329.21799999999996,"endTime":330.95799999999997,"body":"miss their deadlines."},{"speaker":"Melissa Morris","startTime":330.95799999999997,"endTime":332.60799999999995,"body":"They're going to"},{"speaker":"Melissa Morris","startTime":330.95799999999997,"endTime":332.60799999999995,"body":"reschedule meetings."},{"speaker":"Melissa Morris","startTime":332.60799999999995,"endTime":334.95799999999997,"body":"They're going to email you"},{"speaker":"Melissa Morris","startTime":332.60799999999995,"endTime":334.95799999999997,"body":"at all hours of the night."},{"speaker":"Melissa Morris","startTime":335.33799999999997,"endTime":338.043,"body":"And despite your best"},{"speaker":"Melissa Morris","startTime":335.33799999999997,"endTime":338.043,"body":"efforts, they're just"},{"speaker":"Melissa Morris","startTime":338.043,"endTime":339.173,"body":"not coming on board."},{"speaker":"Galen Low","startTime":340.043,"endTime":341.39300000000003,"body":"I like the"},{"speaker":"Galen Low","startTime":340.043,"endTime":341.39300000000003,"body":"spiciness of that."},{"speaker":"Galen Low","startTime":341.75300000000004,"endTime":344.073,"body":"Doesn't matter how much money"},{"speaker":"Galen Low","startTime":341.75300000000004,"endTime":344.073,"body":"they're paying you because,"},{"speaker":"Galen Low","startTime":344.24300000000005,"endTime":347.423,"body":"I've worked in agencies where"},{"speaker":"Galen Low","startTime":344.24300000000005,"endTime":347.423,"body":"it's basically do whatever."},{"speaker":"Galen Low","startTime":347.653,"endTime":350.35299999999995,"body":"They make up 70 percent of our"},{"speaker":"Galen Low","startTime":347.653,"endTime":350.35299999999995,"body":"revenue or whatever, right?"},{"speaker":"Galen Low","startTime":350.563,"endTime":352.943,"body":"Hopefully not that much of"},{"speaker":"Galen Low","startTime":350.563,"endTime":352.943,"body":"a balance, but their role"},{"speaker":"Galen Low","startTime":352.943,"endTime":356.13300000000004,"body":"in our ability to operate"},{"speaker":"Galen Low","startTime":352.943,"endTime":356.13300000000004,"body":"is significant enough that"},{"speaker":"Galen Low","startTime":356.153,"endTime":357.76300000000003,"body":"anything they ask for is okay."},{"speaker":"Galen Low","startTime":358.078,"endTime":359.58799999999997,"body":"But that also can be bad."},{"speaker":"Galen Low","startTime":359.60799999999995,"endTime":361.99800000000005,"body":"And then I've heard stories"},{"speaker":"Galen Low","startTime":359.60799999999995,"endTime":361.99800000000005,"body":"too, or similarly, they're"},{"speaker":"Galen Low","startTime":361.99800000000005,"endTime":364.528,"body":"like, Oh, we need this client"},{"speaker":"Galen Low","startTime":361.99800000000005,"endTime":364.528,"body":"to we must do everything."},{"speaker":"Galen Low","startTime":364.84799999999996,"endTime":365.88800000000003,"body":"And actually they"},{"speaker":"Galen Low","startTime":364.84799999999996,"endTime":365.88800000000003,"body":"lifted the hood."},{"speaker":"Galen Low","startTime":365.88800000000003,"endTime":367.47799999999995,"body":"They realized actually"},{"speaker":"Galen Low","startTime":365.88800000000003,"endTime":367.47799999999995,"body":"the client was bad"},{"speaker":"Galen Low","startTime":367.47799999999995,"endTime":368.47799999999995,"body":"for business period."},{"speaker":"Galen Low","startTime":368.70799999999997,"endTime":371.63800000000003,"body":"Not bad for like culture and"},{"speaker":"Galen Low","startTime":368.70799999999997,"endTime":371.63800000000003,"body":"like everyone's mental wellbeing"},{"speaker":"Galen Low","startTime":371.63800000000003,"endTime":372.63800000000003,"body":"and health and all that stuff."},{"speaker":"Galen Low","startTime":372.798,"endTime":375.678,"body":"But actually they weren't making"},{"speaker":"Galen Low","startTime":372.798,"endTime":375.678,"body":"money off that client, even"},{"speaker":"Galen Low","startTime":375.678,"endTime":376.938,"body":"though the numbers were big."},{"speaker":"Melissa Morris","startTime":377.08799999999997,"endTime":379.25800000000004,"body":"I'm so glad you"},{"speaker":"Melissa Morris","startTime":377.08799999999997,"endTime":379.25800000000004,"body":"brought that up and we are so"},{"speaker":"Melissa Morris","startTime":379.25800000000004,"endTime":380.49800000000005,"body":"good at coming up with topics."},{"speaker":"Melissa Morris","startTime":380.50800000000004,"endTime":381.558,"body":"So we'll table this."},{"speaker":"Melissa Morris","startTime":382.288,"endTime":385.70799999999997,"body":"But I see that all the time"},{"speaker":"Melissa Morris","startTime":382.288,"endTime":385.70799999999997,"body":"where an agency said, that's"},{"speaker":"Melissa Morris","startTime":385.70799999999997,"endTime":388.96799999999996,"body":"our biggest client, whatever"},{"speaker":"Melissa Morris","startTime":385.70799999999997,"endTime":388.96799999999996,"body":"they want, they get, we do."},{"speaker":"Melissa Morris","startTime":389.22799999999995,"endTime":390.74800000000005,"body":"They're keeping the"},{"speaker":"Melissa Morris","startTime":389.22799999999995,"endTime":390.74800000000005,"body":"lights on around here."},{"speaker":"Melissa Morris","startTime":390.74800000000005,"endTime":393.84799999999996,"body":"They make up so much revenue"},{"speaker":"Melissa Morris","startTime":390.74800000000005,"endTime":393.84799999999996,"body":"and we start time tracking and"},{"speaker":"Melissa Morris","startTime":393.84799999999996,"endTime":394.88800000000003,"body":"digging into those reports."},{"speaker":"Melissa Morris","startTime":394.948,"endTime":397.61800000000005,"body":"I'm like, did you know you're"},{"speaker":"Melissa Morris","startTime":394.948,"endTime":397.61800000000005,"body":"working for $22 an hour?"},{"speaker":"Galen Low","startTime":398.448,"endTime":398.908,"body":"Yes."},{"speaker":"Melissa Morris","startTime":399.418,"endTime":400.178,"body":"Did you know that?"},{"speaker":"Melissa Morris","startTime":400.26800000000003,"endTime":402.60799999999995,"body":"And they're, Oh my gosh, what?"},{"speaker":"Melissa Morris","startTime":403.178,"endTime":404.99800000000005,"body":"So absolutely right there."},{"speaker":"Melissa Morris","startTime":405.00800000000004,"endTime":407.97799999999995,"body":"Sometimes top line doesn't"},{"speaker":"Melissa Morris","startTime":405.00800000000004,"endTime":407.97799999999995,"body":"match up with bottom line."},{"speaker":"Galen Low","startTime":408.158,"endTime":409.87800000000004,"body":"The other thing"},{"speaker":"Galen Low","startTime":408.158,"endTime":409.87800000000004,"body":"that I'm reading in there"},{"speaker":"Galen Low","startTime":410.09799999999996,"endTime":412.688,"body":"I'm hearing from you is that"},{"speaker":"Galen Low","startTime":410.09799999999996,"endTime":412.688,"body":"some of these decisions, like"},{"speaker":"Galen Low","startTime":412.75800000000004,"endTime":414.178,"body":"it's a team sport in a way."},{"speaker":"Galen Low","startTime":414.178,"endTime":414.408,"body":"Right."},{"speaker":"Galen Low","startTime":414.428,"endTime":416.36800000000005,"body":"And even just to put a, a"},{"speaker":"Galen Low","startTime":414.428,"endTime":416.36800000000005,"body":"project management lens on"},{"speaker":"Galen Low","startTime":416.36800000000005,"endTime":418.88800000000003,"body":"it, a lot of project managers"},{"speaker":"Galen Low","startTime":416.36800000000005,"endTime":418.88800000000003,"body":"working in an agency, where"},{"speaker":"Galen Low","startTime":418.88800000000003,"endTime":420.12800000000004,"body":"that is the directive, right?"},{"speaker":"Galen Low","startTime":420.12800000000004,"endTime":420.88800000000003,"body":"It's do whatever."},{"speaker":"Galen Low","startTime":421.24800000000005,"endTime":423.788,"body":"This client gives us lots of"},{"speaker":"Galen Low","startTime":421.24800000000005,"endTime":423.788,"body":"money and you feel helpless."},{"speaker":"Galen Low","startTime":423.808,"endTime":425.438,"body":"And you're like, I don't"},{"speaker":"Galen Low","startTime":423.808,"endTime":425.438,"body":"have the authority to fire"},{"speaker":"Galen Low","startTime":425.438,"endTime":426.75800000000004,"body":"a client, but guess what?"},{"speaker":"Galen Low","startTime":426.98800000000006,"endTime":430.778,"body":"The agency owner can't really do"},{"speaker":"Galen Low","startTime":426.98800000000006,"endTime":430.778,"body":"it on their own either, right?"},{"speaker":"Galen Low","startTime":430.778,"endTime":431.87800000000004,"body":"We have to involve legal."},{"speaker":"Galen Low","startTime":431.87800000000004,"endTime":432.88800000000003,"body":"We have to talk to the teams."},{"speaker":"Galen Low","startTime":432.88800000000003,"endTime":434.85799999999995,"body":"And it actually is this"},{"speaker":"Galen Low","startTime":432.88800000000003,"endTime":434.85799999999995,"body":"thing that doesn't get"},{"speaker":"Galen Low","startTime":435.038,"endTime":436.298,"body":"unilaterally decided."},{"speaker":"Galen Low","startTime":436.298,"endTime":438.34799999999996,"body":"I mean, sometimes I'm sure it"},{"speaker":"Galen Low","startTime":436.298,"endTime":438.34799999999996,"body":"does, but most of the time,"},{"speaker":"Galen Low","startTime":438.34799999999996,"endTime":440.85799999999995,"body":"in my experience, it's not"},{"speaker":"Galen Low","startTime":438.34799999999996,"endTime":440.85799999999995,"body":"something that gets unilaterally"},{"speaker":"Galen Low","startTime":440.85799999999995,"endTime":441.96799999999996,"body":"decided by one person."},{"speaker":"Galen Low","startTime":442.34299999999996,"endTime":443.73299999999995,"body":"You don't come to work"},{"speaker":"Galen Low","startTime":442.34299999999996,"endTime":443.73299999999995,"body":"one day and be like, Oh,"},{"speaker":"Galen Low","startTime":443.813,"endTime":444.49300000000005,"body":"remember that client?"},{"speaker":"Galen Low","startTime":444.49300000000005,"endTime":444.85299999999995,"body":"Yeah, they're gone."},{"speaker":"Galen Low","startTime":445.22299999999996,"endTime":447.933,"body":"It's something that is"},{"speaker":"Galen Low","startTime":445.22299999999996,"endTime":447.933,"body":"considered, it's a conversation."},{"speaker":"Galen Low","startTime":448.173,"endTime":450.13300000000004,"body":"And there's multiple"},{"speaker":"Galen Low","startTime":448.173,"endTime":450.13300000000004,"body":"perspectives that"},{"speaker":"Galen Low","startTime":450.13300000000004,"endTime":451.01300000000003,"body":"need to go into it."},{"speaker":"Galen Low","startTime":451.39300000000003,"endTime":454.673,"body":"I wanted to maybe zoom out"},{"speaker":"Galen Low","startTime":451.39300000000003,"endTime":454.673,"body":"a bit because you have deep"},{"speaker":"Galen Low","startTime":454.85299999999995,"endTime":457.813,"body":"first hand experience managing"},{"speaker":"Galen Low","startTime":454.85299999999995,"endTime":457.813,"body":"clients in the agency world."},{"speaker":"Galen Low","startTime":458.163,"endTime":461.14300000000003,"body":"And maybe without naming"},{"speaker":"Galen Low","startTime":458.163,"endTime":461.14300000000003,"body":"names, what's the worst client"},{"speaker":"Galen Low","startTime":461.14300000000003,"endTime":462.323,"body":"experience you've ever had?"},{"speaker":"Galen Low","startTime":462.60299999999995,"endTime":465.25300000000004,"body":"And how did you turn that"},{"speaker":"Galen Low","startTime":462.60299999999995,"endTime":465.25300000000004,"body":"toxic experience into"},{"speaker":"Galen Low","startTime":465.25300000000004,"endTime":467.24300000000005,"body":"a learning experience?"},{"speaker":"Melissa Morris","startTime":467.51300000000003,"endTime":469.783,"body":"So I want to"},{"speaker":"Melissa Morris","startTime":467.51300000000003,"endTime":469.783,"body":"share an example and I think"},{"speaker":"Melissa Morris","startTime":469.793,"endTime":473.683,"body":"this is a really good one to"},{"speaker":"Melissa Morris","startTime":469.793,"endTime":473.683,"body":"talk about because we can have"},{"speaker":"Melissa Morris","startTime":473.703,"endTime":478.043,"body":"bad clients that can be saved"},{"speaker":"Melissa Morris","startTime":473.703,"endTime":478.043,"body":"and turned into good clients."},{"speaker":"Melissa Morris","startTime":478.553,"endTime":480.533,"body":"Sometimes there are bad"},{"speaker":"Melissa Morris","startTime":478.553,"endTime":480.533,"body":"ones that we need to fire."},{"speaker":"Melissa Morris","startTime":480.83299999999997,"endTime":484.173,"body":"But I want to share a story"},{"speaker":"Melissa Morris","startTime":480.83299999999997,"endTime":484.173,"body":"about a terrible client."},{"speaker":"Melissa Morris","startTime":484.173,"endTime":486.943,"body":"So years ago, when I worked"},{"speaker":"Melissa Morris","startTime":484.173,"endTime":486.943,"body":"in the agency world as,"},{"speaker":"Melissa Morris","startTime":486.99300000000005,"endTime":489.913,"body":"account manager, I was"},{"speaker":"Melissa Morris","startTime":486.99300000000005,"endTime":489.913,"body":"definitely more junior."},{"speaker":"Melissa Morris","startTime":489.913,"endTime":492.96299999999997,"body":"I was in a junior role, but I"},{"speaker":"Melissa Morris","startTime":489.913,"endTime":492.96299999999997,"body":"was working on our agencies."},{"speaker":"Melissa Morris","startTime":492.96299999999997,"endTime":494.673,"body":"One of our biggest"},{"speaker":"Melissa Morris","startTime":492.96299999999997,"endTime":494.673,"body":"accounts, we were doing the"},{"speaker":"Melissa Morris","startTime":494.683,"endTime":497.053,"body":"regional advertising for"},{"speaker":"Melissa Morris","startTime":494.683,"endTime":497.053,"body":"the local cable company."},{"speaker":"Melissa Morris","startTime":497.533,"endTime":500.293,"body":"And I was a little more"},{"speaker":"Melissa Morris","startTime":497.533,"endTime":500.293,"body":"junior, but getting more"},{"speaker":"Melissa Morris","startTime":500.293,"endTime":502.98299999999995,"body":"responsibility and the cable"},{"speaker":"Melissa Morris","startTime":500.293,"endTime":502.98299999999995,"body":"company had brought on a new"},{"speaker":"Melissa Morris","startTime":502.98299999999995,"endTime":504.46299999999997,"body":"marketing coordinator as well."},{"speaker":"Melissa Morris","startTime":504.943,"endTime":509.09299999999996,"body":"So we were tasked with getting"},{"speaker":"Melissa Morris","startTime":504.943,"endTime":509.09299999999996,"body":"an ad done a very simple ad."},{"speaker":"Melissa Morris","startTime":509.153,"endTime":511.51300000000003,"body":"I mean, this thing should"},{"speaker":"Melissa Morris","startTime":509.153,"endTime":511.51300000000003,"body":"have taken no more than"},{"speaker":"Melissa Morris","startTime":511.51300000000003,"endTime":513.063,"body":"like an hour or two tops."},{"speaker":"Melissa Morris","startTime":513.743,"endTime":517.463,"body":"We spent probably two weeks"},{"speaker":"Melissa Morris","startTime":513.743,"endTime":517.463,"body":"going back and forth and racked"},{"speaker":"Melissa Morris","startTime":517.463,"endTime":519.413,"body":"up, I think almost 15 hours."},{"speaker":"Melissa Morris","startTime":519.833,"endTime":522.613,"body":"She would send me an email,"},{"speaker":"Melissa Morris","startTime":519.833,"endTime":522.613,"body":"Hey, change the picture to this."},{"speaker":"Melissa Morris","startTime":523.253,"endTime":526.243,"body":"And then, hey, change"},{"speaker":"Melissa Morris","startTime":523.253,"endTime":526.243,"body":"this copy edit to that."},{"speaker":"Melissa Morris","startTime":526.653,"endTime":529.763,"body":"Hey, I just noticed the"},{"speaker":"Melissa Morris","startTime":526.653,"endTime":529.763,"body":"copyright date is wrong."},{"speaker":"Melissa Morris","startTime":529.783,"endTime":533.273,"body":"Can you go ahead and just"},{"speaker":"Melissa Morris","startTime":529.783,"endTime":533.273,"body":"piecemealing all these little,"},{"speaker":"Melissa Morris","startTime":533.593,"endTime":536.8629999999999,"body":"then she changed the photo"},{"speaker":"Melissa Morris","startTime":533.593,"endTime":536.8629999999999,"body":"back somewhere around revision"},{"speaker":"Melissa Morris","startTime":536.8629999999999,"endTime":540.673,"body":"number seven, driving me crazy."},{"speaker":"Melissa Morris","startTime":540.713,"endTime":544.553,"body":"And then finally we get,"},{"speaker":"Melissa Morris","startTime":540.713,"endTime":544.553,"body":"we get this ad done."},{"speaker":"Melissa Morris","startTime":544.8829999999999,"endTime":545.8829999999999,"body":"Then the bill goes out."},{"speaker":"Melissa Morris","startTime":546.293,"endTime":547.943,"body":"Her boss calls my boss."},{"speaker":"Melissa Morris","startTime":548.4929999999999,"endTime":552.183,"body":"She's in trouble, and so am"},{"speaker":"Melissa Morris","startTime":548.4929999999999,"endTime":552.183,"body":"I. I'm in a lot of trouble."},{"speaker":"Melissa Morris","startTime":552.923,"endTime":554.943,"body":"The VP of the agency is"},{"speaker":"Melissa Morris","startTime":552.923,"endTime":554.943,"body":"looking at me and they're"},{"speaker":"Melissa Morris","startTime":554.943,"endTime":557.3629999999999,"body":"going, What did you do?"},{"speaker":"Melissa Morris","startTime":558.703,"endTime":561.073,"body":"I'm like, she had all these"},{"speaker":"Melissa Morris","startTime":558.703,"endTime":561.073,"body":"revisions, she was piecemealing"},{"speaker":"Melissa Morris","startTime":561.073,"endTime":564.183,"body":"them to me I don't understand"},{"speaker":"Melissa Morris","startTime":561.073,"endTime":564.183,"body":"and she goes, you're in charge,"},{"speaker":"Melissa Morris","startTime":564.213,"endTime":565.063,"body":"you should have led this."},{"speaker":"Melissa Morris","startTime":565.8679999999999,"endTime":568.9879999999999,"body":"Did you tell her how this was"},{"speaker":"Melissa Morris","startTime":565.8679999999999,"endTime":568.9879999999999,"body":"going to impact the budget"},{"speaker":"Melissa Morris","startTime":569.038,"endTime":571.668,"body":"of this ad? Oh, no, I didn't."},{"speaker":"Melissa Morris","startTime":571.8779999999999,"endTime":574.1279999999999,"body":"Okay, did you tell her she"},{"speaker":"Melissa Morris","startTime":571.8779999999999,"endTime":574.1279999999999,"body":"needed to collect all of her"},{"speaker":"Melissa Morris","startTime":574.1279999999999,"endTime":577.2379999999999,"body":"revisions at one time and"},{"speaker":"Melissa Morris","startTime":574.1279999999999,"endTime":577.2379999999999,"body":"send them to you at one time?"},{"speaker":"Melissa Morris","startTime":577.588,"endTime":580.348,"body":"I think I forgot to"},{"speaker":"Melissa Morris","startTime":577.588,"endTime":580.348,"body":"mention that also."},{"speaker":"Melissa Morris","startTime":580.688,"endTime":582.308,"body":"Oh, okay."},{"speaker":"Melissa Morris","startTime":582.338,"endTime":585.1379999999999,"body":"So this is on you as well."},{"speaker":"Melissa Morris","startTime":585.518,"endTime":588.268,"body":"And so this is where we"},{"speaker":"Melissa Morris","startTime":585.518,"endTime":588.268,"body":"talk about, there's always"},{"speaker":"Melissa Morris","startTime":588.268,"endTime":589.448,"body":"careful consideration."},{"speaker":"Melissa Morris","startTime":589.813,"endTime":591.7529999999999,"body":"Not that I had the authority,"},{"speaker":"Melissa Morris","startTime":589.813,"endTime":591.7529999999999,"body":"but in that moment, what"},{"speaker":"Melissa Morris","startTime":591.7529999999999,"endTime":595.303,"body":"I've been like, you're fired,"},{"speaker":"Melissa Morris","startTime":591.7529999999999,"endTime":595.303,"body":"but it felt that way, right?"},{"speaker":"Melissa Morris","startTime":595.773,"endTime":599.783,"body":"But this comes back to your"},{"speaker":"Melissa Morris","startTime":595.773,"endTime":599.783,"body":"processes, having conversations,"},{"speaker":"Melissa Morris","startTime":599.793,"endTime":601.093,"body":"having a plan in place."},{"speaker":"Melissa Morris","startTime":601.173,"endTime":604.103,"body":"So now with that being said,"},{"speaker":"Melissa Morris","startTime":601.173,"endTime":604.103,"body":"if that conversation had"},{"speaker":"Melissa Morris","startTime":604.103,"endTime":606.603,"body":"looked like, did you continue"},{"speaker":"Melissa Morris","startTime":604.103,"endTime":606.603,"body":"to tell them how this was"},{"speaker":"Melissa Morris","startTime":606.603,"endTime":608.453,"body":"going to impact the timeline?"},{"speaker":"Melissa Morris","startTime":608.6129999999999,"endTime":609.073,"body":"Yes."},{"speaker":"Melissa Morris","startTime":609.5129999999999,"endTime":612.3629999999999,"body":"Did you tell them that excessive"},{"speaker":"Melissa Morris","startTime":609.5129999999999,"endTime":612.3629999999999,"body":"revisions were going to incur"},{"speaker":"Melissa Morris","startTime":612.3829999999999,"endTime":614.393,"body":"a lot of additional charges?"},{"speaker":"Melissa Morris","startTime":614.463,"endTime":614.843,"body":"Yes."},{"speaker":"Melissa Morris","startTime":614.913,"endTime":615.7529999999999,"body":"I told them that."},{"speaker":"Melissa Morris","startTime":616.073,"endTime":617.1229999999999,"body":"Did you tell them that?"},{"speaker":"Melissa Morris","startTime":617.233,"endTime":617.553,"body":"Yes."},{"speaker":"Melissa Morris","startTime":618.028,"endTime":619.968,"body":"Okay, then I did my part."},{"speaker":"Melissa Morris","startTime":620.178,"endTime":621.198,"body":"That wasn't on me."},{"speaker":"Melissa Morris","startTime":621.198,"endTime":622.828,"body":"Then that was on the client."},{"speaker":"Melissa Morris","startTime":622.858,"endTime":626.188,"body":"And so this is where we can"},{"speaker":"Melissa Morris","startTime":622.858,"endTime":626.188,"body":"see if we're doing a good job"},{"speaker":"Melissa Morris","startTime":626.198,"endTime":629.468,"body":"managing for being really clear"},{"speaker":"Melissa Morris","startTime":626.198,"endTime":629.468,"body":"about what's needed, we're"},{"speaker":"Melissa Morris","startTime":629.478,"endTime":634.228,"body":"working through the process,"},{"speaker":"Melissa Morris","startTime":629.478,"endTime":634.228,"body":"then that will tell us Is it"},{"speaker":"Melissa Morris","startTime":634.228,"endTime":637.688,"body":"a bad client or are we just"},{"speaker":"Melissa Morris","startTime":634.228,"endTime":637.688,"body":"not managing things very well?"},{"speaker":"Melissa Morris","startTime":637.698,"endTime":639.568,"body":"And then at that point,"},{"speaker":"Melissa Morris","startTime":637.698,"endTime":639.568,"body":"it's decision time."},{"speaker":"Melissa Morris","startTime":639.598,"endTime":641.108,"body":"Do we fire or do we keep?"},{"speaker":"Galen Low","startTime":641.338,"endTime":642.858,"body":"It's funny because"},{"speaker":"Galen Low","startTime":641.338,"endTime":642.858,"body":"in our last episode, we"},{"speaker":"Galen Low","startTime":642.858,"endTime":645.188,"body":"were talking about account"},{"speaker":"Galen Low","startTime":642.858,"endTime":645.188,"body":"manager skills that project"},{"speaker":"Galen Low","startTime":645.188,"endTime":646.2379999999999,"body":"managers are never taught."},{"speaker":"Galen Low","startTime":646.5079999999999,"endTime":648.708,"body":"And then now the reverse is"},{"speaker":"Galen Low","startTime":646.5079999999999,"endTime":648.708,"body":"like the project management"},{"speaker":"Galen Low","startTime":648.708,"endTime":650.698,"body":"skills that account"},{"speaker":"Galen Low","startTime":648.708,"endTime":650.698,"body":"managers are never taught."},{"speaker":"Galen Low","startTime":650.718,"endTime":651.778,"body":"Yeah, exactly."},{"speaker":"Galen Low","startTime":651.778,"endTime":653.448,"body":"It's going to impact the budget."},{"speaker":"Galen Low","startTime":653.448,"endTime":654.088,"body":"You got to tell them that."},{"speaker":"Galen Low","startTime":654.088,"endTime":655.598,"body":"You're like, Oh yeah, okay."},{"speaker":"Galen Low","startTime":655.598,"endTime":656.828,"body":"But I was, an account manager."},{"speaker":"Galen Low","startTime":656.828,"endTime":657.718,"body":"I wasn't trained that way."},{"speaker":"Galen Low","startTime":657.9979999999999,"endTime":658.908,"body":"That's really interesting."},{"speaker":"Galen Low","startTime":658.918,"endTime":663.473,"body":"So that one turned around"},{"speaker":"Galen Low","startTime":658.918,"endTime":663.473,"body":"or ended up being it's"},{"speaker":"Galen Low","startTime":663.583,"endTime":665.1329999999999,"body":"still one of those clients?"},{"speaker":"Melissa Morris","startTime":665.353,"endTime":666.693,"body":"Oh, well,"},{"speaker":"Melissa Morris","startTime":665.353,"endTime":666.693,"body":"I will say eventually that"},{"speaker":"Melissa Morris","startTime":666.693,"endTime":667.983,"body":"working relationship did end."},{"speaker":"Melissa Morris","startTime":667.983,"endTime":668.933,"body":"We'll just put it at that."},{"speaker":"Galen Low","startTime":669.663,"endTime":669.9929999999999,"body":"Fair enough."},{"speaker":"Galen Low","startTime":671.143,"endTime":672.283,"body":"And I think that's"},{"speaker":"Galen Low","startTime":671.143,"endTime":672.283,"body":"the, the thing."},{"speaker":"Galen Low","startTime":672.523,"endTime":677.178,"body":"There's work to be done to,"},{"speaker":"Galen Low","startTime":672.523,"endTime":677.178,"body":"maybe not always salvage, I"},{"speaker":"Galen Low","startTime":677.178,"endTime":682.168,"body":"guess, but I think just to at"},{"speaker":"Galen Low","startTime":677.178,"endTime":682.168,"body":"least try make the attempt to"},{"speaker":"Galen Low","startTime":682.168,"endTime":685.028,"body":"salvage, I guess, because we've"},{"speaker":"Galen Low","startTime":682.168,"endTime":685.028,"body":"been talking about throughout"},{"speaker":"Galen Low","startTime":685.038,"endTime":687.908,"body":"this episode and last is that"},{"speaker":"Galen Low","startTime":685.038,"endTime":687.908,"body":"like establishing and growing"},{"speaker":"Galen Low","startTime":687.908,"endTime":690.558,"body":"these relationships, like"},{"speaker":"Galen Low","startTime":687.908,"endTime":690.558,"body":"time and energy and money"},{"speaker":"Galen Low","startTime":690.558,"endTime":691.8679999999999,"body":"has been invested into this."},{"speaker":"Galen Low","startTime":692.328,"endTime":694.588,"body":"And it's expensive in"},{"speaker":"Galen Low","startTime":692.328,"endTime":694.588,"body":"more ways than just money"},{"speaker":"Galen Low","startTime":694.588,"endTime":695.8879999999999,"body":"to just discard them."},{"speaker":"Galen Low","startTime":696.268,"endTime":699.428,"body":"So I think that's a, like a"},{"speaker":"Galen Low","startTime":696.268,"endTime":699.428,"body":"really interesting thought"},{"speaker":"Galen Low","startTime":699.428,"endTime":701.328,"body":"that I don't think always"},{"speaker":"Galen Low","startTime":699.428,"endTime":701.328,"body":"crosses people's mind when"},{"speaker":"Galen Low","startTime":701.328,"endTime":703.288,"body":"they're thinking, gosh, we've"},{"speaker":"Galen Low","startTime":701.328,"endTime":703.288,"body":"got to fire this client."},{"speaker":"Galen Low","startTime":703.598,"endTime":705.678,"body":"It's not am I doing"},{"speaker":"Galen Low","startTime":703.598,"endTime":705.678,"body":"everything I can to make"},{"speaker":"Galen Low","startTime":705.678,"endTime":706.518,"body":"sure things are clear?"},{"speaker":"Galen Low","startTime":706.848,"endTime":708.478,"body":"And could this ship be righted?"},{"speaker":"Galen Low","startTime":708.658,"endTime":709.678,"body":"And is it worth it?"},{"speaker":"Galen Low","startTime":710.088,"endTime":713.088,"body":"I thought I'd maybe ask around"},{"speaker":"Galen Low","startTime":710.088,"endTime":713.088,"body":"the sort of toxic client side of"},{"speaker":"Galen Low","startTime":713.088,"endTime":717.038,"body":"things, because sometimes maybe"},{"speaker":"Galen Low","startTime":713.088,"endTime":717.038,"body":"it's not that toxic, right?"},{"speaker":"Galen Low","startTime":717.078,"endTime":717.918,"body":"And it's addressable."},{"speaker":"Galen Low","startTime":719.0129999999999,"endTime":721.653,"body":"What are some telltale signs"},{"speaker":"Galen Low","startTime":719.0129999999999,"endTime":721.653,"body":"that a relationship actually"},{"speaker":"Galen Low","startTime":721.673,"endTime":724.3829999999999,"body":"is toxic, that they are"},{"speaker":"Galen Low","startTime":721.673,"endTime":724.3829999999999,"body":"a toxic client, having a"},{"speaker":"Galen Low","startTime":724.3829999999999,"endTime":727.2429999999999,"body":"toxic impact on your team,"},{"speaker":"Galen Low","startTime":724.3829999999999,"endTime":727.2429999999999,"body":"yourself, your business?"},{"speaker":"Melissa Morris","startTime":727.463,"endTime":729.303,"body":"Yeah, and you"},{"speaker":"Melissa Morris","startTime":727.463,"endTime":729.303,"body":"know it's funny because the"},{"speaker":"Melissa Morris","startTime":729.313,"endTime":732.2529999999999,"body":"clients that always push back"},{"speaker":"Melissa Morris","startTime":729.313,"endTime":732.2529999999999,"body":"on timeline, are always late"},{"speaker":"Melissa Morris","startTime":732.2529999999999,"endTime":735.1129999999999,"body":"to meetings, never get us"},{"speaker":"Melissa Morris","startTime":732.2529999999999,"endTime":735.1129999999999,"body":"what we need, blowing up our"},{"speaker":"Melissa Morris","startTime":735.143,"endTime":738.928,"body":"email, and so those bad clients"},{"speaker":"Melissa Morris","startTime":735.143,"endTime":738.928,"body":"can be very easy to spot."},{"speaker":"Melissa Morris","startTime":739.1379999999999,"endTime":742.428,"body":"But there are bad clients"},{"speaker":"Melissa Morris","startTime":739.1379999999999,"endTime":742.428,"body":"that are much harder to spot"},{"speaker":"Melissa Morris","startTime":742.548,"endTime":745.018,"body":"because they're a little"},{"speaker":"Melissa Morris","startTime":742.548,"endTime":745.018,"body":"bit more manipulative."},{"speaker":"Melissa Morris","startTime":745.018,"endTime":747.478,"body":"They're pushy in like"},{"speaker":"Melissa Morris","startTime":745.018,"endTime":747.478,"body":"their own little way."},{"speaker":"Melissa Morris","startTime":747.708,"endTime":750.718,"body":"And I had one of these,"},{"speaker":"Melissa Morris","startTime":747.708,"endTime":750.718,"body":"unfortunately, probably two"},{"speaker":"Melissa Morris","startTime":750.718,"endTime":752.438,"body":"years ago at this point."},{"speaker":"Melissa Morris","startTime":753.038,"endTime":754.838,"body":"This woman was never rude to me."},{"speaker":"Melissa Morris","startTime":755.298,"endTime":757.908,"body":"She was not emailing"},{"speaker":"Melissa Morris","startTime":755.298,"endTime":757.908,"body":"me after hours."},{"speaker":"Melissa Morris","startTime":758.198,"endTime":759.7479999999999,"body":"She met her deadlines."},{"speaker":"Melissa Morris","startTime":760.108,"endTime":763.7379999999999,"body":"But she was routinely"},{"speaker":"Melissa Morris","startTime":760.108,"endTime":763.7379999999999,"body":"trying to push the scope"},{"speaker":"Melissa Morris","startTime":763.7379999999999,"endTime":766.078,"body":"of work over and over."},{"speaker":"Melissa Morris","startTime":766.478,"endTime":770.3679999999999,"body":"So I would get on a call with"},{"speaker":"Melissa Morris","startTime":766.478,"endTime":770.3679999999999,"body":"her and she, we'd be talking,"},{"speaker":"Melissa Morris","startTime":770.668,"endTime":772.358,"body":"you do X, Y, and Z, right?"},{"speaker":"Melissa Morris","startTime":772.658,"endTime":773.068,"body":"Nope."},{"speaker":"Melissa Morris","startTime":773.078,"endTime":774.108,"body":"That's not included."},{"speaker":"Melissa Morris","startTime":774.158,"endTime":776.478,"body":"And the scope, that's"},{"speaker":"Melissa Morris","startTime":774.158,"endTime":776.478,"body":"not what we offer."},{"speaker":"Melissa Morris","startTime":776.5079999999999,"endTime":776.7379999999999,"body":"Right."},{"speaker":"Melissa Morris","startTime":776.7579999999999,"endTime":778.048,"body":"So I'm operating integrity."},{"speaker":"Melissa Morris","startTime":778.048,"endTime":779.288,"body":"I had a clear scope of work."},{"speaker":"Melissa Morris","startTime":779.348,"endTime":782.1279999999999,"body":"I am confirming like this"},{"speaker":"Melissa Morris","startTime":779.348,"endTime":782.1279999999999,"body":"is not what's included."},{"speaker":"Melissa Morris","startTime":782.458,"endTime":783.058,"body":"Okay."},{"speaker":"Melissa Morris","startTime":783.788,"endTime":785.288,"body":"A week later we get on the call."},{"speaker":"Melissa Morris","startTime":785.548,"endTime":788.3679999999999,"body":"So you guys will do X,"},{"speaker":"Melissa Morris","startTime":785.548,"endTime":788.3679999999999,"body":"Y, and Z for me, right?"},{"speaker":"Melissa Morris","startTime":789.2379999999999,"endTime":791.468,"body":"No, that's not what"},{"speaker":"Melissa Morris","startTime":789.2379999999999,"endTime":791.468,"body":"we're going to do."},{"speaker":"Melissa Morris","startTime":791.9879999999999,"endTime":795.938,"body":"Week after week, this type"},{"speaker":"Melissa Morris","startTime":791.9879999999999,"endTime":795.938,"body":"of behavior is continuing"},{"speaker":"Melissa Morris","startTime":796.178,"endTime":798.5079999999999,"body":"where it's always,"},{"speaker":"Melissa Morris","startTime":796.178,"endTime":798.5079999999999,"body":"you'll do that, right?"},{"speaker":"Melissa Morris","startTime":798.778,"endTime":801.088,"body":"Or I'm going to send"},{"speaker":"Melissa Morris","startTime":798.778,"endTime":801.088,"body":"you over the things."},{"speaker":"Melissa Morris","startTime":801.5029999999999,"endTime":804.573,"body":"I can get those to you today"},{"speaker":"Melissa Morris","startTime":801.5029999999999,"endTime":804.573,"body":"so you could get this together"},{"speaker":"Melissa Morris","startTime":804.583,"endTime":806.433,"body":"by like Thursday, right?"},{"speaker":"Melissa Morris","startTime":806.923,"endTime":807.773,"body":"No."},{"speaker":"Melissa Morris","startTime":807.8629999999999,"endTime":811.273,"body":"And it got to the point where"},{"speaker":"Melissa Morris","startTime":807.8629999999999,"endTime":811.273,"body":"I just knew every time I got on"},{"speaker":"Melissa Morris","startTime":811.273,"endTime":815.0029999999999,"body":"that call, I would have a pit"},{"speaker":"Melissa Morris","startTime":811.273,"endTime":815.0029999999999,"body":"in my stomach and I knew she's"},{"speaker":"Melissa Morris","startTime":815.0129999999999,"endTime":819.163,"body":"gonna push the scope here like"},{"speaker":"Melissa Morris","startTime":815.0129999999999,"endTime":819.163,"body":"every time and sure enough every"},{"speaker":"Melissa Morris","startTime":819.163,"endTime":823.303,"body":"time she did and so it did get"},{"speaker":"Melissa Morris","startTime":819.163,"endTime":823.303,"body":"to a point where I'm looking"},{"speaker":"Melissa Morris","startTime":823.303,"endTime":824.653,"body":"back at my scope of work."},{"speaker":"Melissa Morris","startTime":824.653,"endTime":827.183,"body":"I'm looking back at my"},{"speaker":"Melissa Morris","startTime":824.653,"endTime":827.183,"body":"contract and I'm like, we're"},{"speaker":"Melissa Morris","startTime":827.183,"endTime":829.053,"body":"all dying here and I did."},{"speaker":"Melissa Morris","startTime":829.053,"endTime":830.9929999999999,"body":"I had to send that email."},{"speaker":"Melissa Morris","startTime":831.043,"endTime":833.153,"body":"Here's what I have as our scope."},{"speaker":"Melissa Morris","startTime":833.523,"endTime":835.2529999999999,"body":"Here is what we"},{"speaker":"Melissa Morris","startTime":833.523,"endTime":835.2529999999999,"body":"have accomplished."},{"speaker":"Melissa Morris","startTime":835.793,"endTime":838.683,"body":"Here's what we're going to"},{"speaker":"Melissa Morris","startTime":835.793,"endTime":838.683,"body":"wrap up and this is our end"},{"speaker":"Melissa Morris","startTime":838.683,"endTime":841.083,"body":"date and I, was in my contract."},{"speaker":"Melissa Morris","startTime":841.1329999999999,"endTime":844.8729999999999,"body":"I still wanted to deliver"},{"speaker":"Melissa Morris","startTime":841.1329999999999,"endTime":844.8729999999999,"body":"on my promises to her, make"},{"speaker":"Melissa Morris","startTime":844.8729999999999,"endTime":847.223,"body":"sure I was honoring what"},{"speaker":"Melissa Morris","startTime":844.8729999999999,"endTime":847.223,"body":"I said I would, but I was"},{"speaker":"Melissa Morris","startTime":847.223,"endTime":849.143,"body":"also like, we're all done."},{"speaker":"Melissa Morris","startTime":849.643,"endTime":854.203,"body":"So I think it's easy to stop"},{"speaker":"Melissa Morris","startTime":849.643,"endTime":854.203,"body":"the people who are egregious"},{"speaker":"Melissa Morris","startTime":855.583,"endTime":858.643,"body":"and it can be harder to"},{"speaker":"Melissa Morris","startTime":855.583,"endTime":858.643,"body":"find the people who are"},{"speaker":"Melissa Morris","startTime":858.643,"endTime":860.923,"body":"just being sneaky about it."},{"speaker":"Melissa Morris","startTime":861.413,"endTime":862.963,"body":"So I wanted to point that out."},{"speaker":"Galen Low","startTime":863.083,"endTime":864.4929999999999,"body":"That's really"},{"speaker":"Galen Low","startTime":863.083,"endTime":864.4929999999999,"body":"interesting because yeah,"},{"speaker":"Galen Low","startTime":864.4929999999999,"endTime":868.213,"body":"like in my past, the"},{"speaker":"Galen Low","startTime":864.4929999999999,"endTime":868.213,"body":"like most notable client"},{"speaker":"Galen Low","startTime":868.223,"endTime":872.233,"body":"that we ever fired at the"},{"speaker":"Galen Low","startTime":868.223,"endTime":872.233,"body":"agencies I was at was the"},{"speaker":"Galen Low","startTime":872.233,"endTime":873.483,"body":"client that was egregious."},{"speaker":"Galen Low","startTime":873.533,"endTime":876.643,"body":"The team came back crying"},{"speaker":"Galen Low","startTime":873.533,"endTime":876.643,"body":"every time there's folks who"},{"speaker":"Galen Low","startTime":876.963,"endTime":879.593,"body":"maybe talking to a professional"},{"speaker":"Galen Low","startTime":876.963,"endTime":879.593,"body":"about their experiences there."},{"speaker":"Galen Low","startTime":879.8829999999999,"endTime":882.083,"body":"And those are like they're"},{"speaker":"Galen Low","startTime":879.8829999999999,"endTime":882.083,"body":"like, Oh yeah, we got to"},{"speaker":"Galen Low","startTime":882.083,"endTime":883.023,"body":"do something about this."},{"speaker":"Galen Low","startTime":883.2429999999999,"endTime":887.043,"body":"But the like more insidious, and"},{"speaker":"Galen Low","startTime":883.2429999999999,"endTime":887.043,"body":"I was going to say manipulative."},{"speaker":"Galen Low","startTime":887.413,"endTime":889.713,"body":"But I think the thing about"},{"speaker":"Galen Low","startTime":887.413,"endTime":889.713,"body":"that story of yours is"},{"speaker":"Galen Low","startTime":889.713,"endTime":893.693,"body":"that it's this sort of like"},{"speaker":"Galen Low","startTime":889.713,"endTime":893.693,"body":"constant imbalance that it's"},{"speaker":"Galen Low","startTime":893.693,"endTime":894.973,"body":"never like a level footing."},{"speaker":"Galen Low","startTime":894.973,"endTime":896.483,"body":"It's never going to"},{"speaker":"Galen Low","startTime":894.973,"endTime":896.483,"body":"become a partnership."},{"speaker":"Galen Low","startTime":896.483,"endTime":899.533,"body":"It's abusive in the sense that"},{"speaker":"Galen Low","startTime":896.483,"endTime":899.533,"body":"every time I'm going to be like,"},{"speaker":"Galen Low","startTime":899.553,"endTime":900.533,"body":"Hey, give me your lunch money."},{"speaker":"Galen Low","startTime":900.793,"endTime":902.0029999999999,"body":"And even if you say"},{"speaker":"Galen Low","startTime":900.793,"endTime":902.0029999999999,"body":"no, I'm still going"},{"speaker":"Galen Low","startTime":902.0029999999999,"endTime":902.8829999999999,"body":"to ask you next time."},{"speaker":"Galen Low","startTime":902.903,"endTime":905.433,"body":"And even if it's not, if they're"},{"speaker":"Galen Low","startTime":902.903,"endTime":905.433,"body":"not getting your lunch money,"},{"speaker":"Galen Low","startTime":905.443,"endTime":908.1329999999999,"body":"it's still bullying behavior."},{"speaker":"Galen Low","startTime":908.1329999999999,"endTime":911.3729999999999,"body":"And it's, it's not a level"},{"speaker":"Galen Low","startTime":908.1329999999999,"endTime":911.3729999999999,"body":"and even relationship."},{"speaker":"Melissa Morris","startTime":911.533,"endTime":912.3829999999999,"body":"That's exactly right."},{"speaker":"Galen Low","startTime":912.788,"endTime":914.3879999999999,"body":"I'm curious, like"},{"speaker":"Galen Low","startTime":912.788,"endTime":914.3879999999999,"body":"from that perspective, I,"},{"speaker":"Galen Low","startTime":914.398,"endTime":915.858,"body":"I get the whole wrapping"},{"speaker":"Galen Low","startTime":914.398,"endTime":915.858,"body":"the scope and being like,"},{"speaker":"Galen Low","startTime":915.858,"endTime":916.658,"body":"yeah, we're done here."},{"speaker":"Galen Low","startTime":916.9879999999999,"endTime":919.1379999999999,"body":"In the event that it's"},{"speaker":"Galen Low","startTime":916.9879999999999,"endTime":919.1379999999999,"body":"something that needs to"},{"speaker":"Galen Low","startTime":919.148,"endTime":922.078,"body":"be escalated to, should we"},{"speaker":"Galen Low","startTime":919.148,"endTime":922.078,"body":"fire this client decision?"},{"speaker":"Galen Low","startTime":922.288,"endTime":924.818,"body":"Like what can someone on"},{"speaker":"Galen Low","startTime":922.288,"endTime":924.818,"body":"the front line, an account"},{"speaker":"Galen Low","startTime":924.818,"endTime":927.8879999999999,"body":"manager or a project manager,"},{"speaker":"Galen Low","startTime":924.818,"endTime":927.8879999999999,"body":"someone on the project team,"},{"speaker":"Galen Low","startTime":928.338,"endTime":931.268,"body":"what can they do to voice"},{"speaker":"Galen Low","startTime":928.338,"endTime":931.268,"body":"these concerns so that it does"},{"speaker":"Galen Low","startTime":931.268,"endTime":932.588,"body":"get looked at and addressed?"},{"speaker":"Melissa Morris","startTime":932.918,"endTime":934.728,"body":"Yeah, I think"},{"speaker":"Melissa Morris","startTime":932.918,"endTime":934.728,"body":"the thing is to focus on the"},{"speaker":"Melissa Morris","startTime":934.728,"endTime":937.438,"body":"facts because it can be easy to."},{"speaker":"Melissa Morris","startTime":937.853,"endTime":939.893,"body":"When oh, well,"},{"speaker":"Melissa Morris","startTime":937.853,"endTime":939.893,"body":"they're just rude."},{"speaker":"Melissa Morris","startTime":940.0029999999999,"endTime":941.573,"body":"Well, what does rude look like?"},{"speaker":"Melissa Morris","startTime":942.033,"endTime":943.543,"body":"Well, their emails"},{"speaker":"Melissa Morris","startTime":942.033,"endTime":943.543,"body":"are really short."},{"speaker":"Melissa Morris","startTime":944.1229999999999,"endTime":946.163,"body":"Well, maybe they don't"},{"speaker":"Melissa Morris","startTime":944.1229999999999,"endTime":946.163,"body":"like to type emails, right?"},{"speaker":"Melissa Morris","startTime":946.163,"endTime":948.953,"body":"Like I can't fire a client"},{"speaker":"Melissa Morris","startTime":946.163,"endTime":948.953,"body":"because they said, I think"},{"speaker":"Melissa Morris","startTime":948.963,"endTime":949.8729999999999,"body":"we talked about this too."},{"speaker":"Melissa Morris","startTime":949.8829999999999,"endTime":952.643,"body":"You've gotten clients who would"},{"speaker":"Melissa Morris","startTime":949.8829999999999,"endTime":952.643,"body":"respond with like fine, period."},{"speaker":"Melissa Morris","startTime":952.968,"endTime":955.1379999999999,"body":"We can't fire somebody because"},{"speaker":"Melissa Morris","startTime":952.968,"endTime":955.1379999999999,"body":"they don't like to type."},{"speaker":"Melissa Morris","startTime":955.308,"endTime":956.048,"body":"Do you know?"},{"speaker":"Melissa Morris","startTime":956.468,"endTime":959.298,"body":"I think especially, even if"},{"speaker":"Melissa Morris","startTime":956.468,"endTime":959.298,"body":"you're the person who would"},{"speaker":"Melissa Morris","startTime":959.308,"endTime":961.918,"body":"be making the decision, but"},{"speaker":"Melissa Morris","startTime":959.308,"endTime":961.918,"body":"especially if you are bringing"},{"speaker":"Melissa Morris","startTime":961.918,"endTime":964.898,"body":"this to other people, maybe"},{"speaker":"Melissa Morris","startTime":961.918,"endTime":964.898,"body":"with the recommendation"},{"speaker":"Melissa Morris","startTime":964.898,"endTime":967.218,"body":"that I don't think this"},{"speaker":"Melissa Morris","startTime":964.898,"endTime":967.218,"body":"is a good relationship."},{"speaker":"Melissa Morris","startTime":967.218,"endTime":969.668,"body":"I think it's important"},{"speaker":"Melissa Morris","startTime":967.218,"endTime":969.668,"body":"to focus on facts."},{"speaker":"Melissa Morris","startTime":970.273,"endTime":974.1129999999999,"body":"We had to rearrange a deadline"},{"speaker":"Melissa Morris","startTime":970.273,"endTime":974.1129999999999,"body":"because they kept neglecting"},{"speaker":"Melissa Morris","startTime":974.1129999999999,"endTime":976.683,"body":"to get us what we want and"},{"speaker":"Melissa Morris","startTime":974.1129999999999,"endTime":976.683,"body":"this is how it impacted the"},{"speaker":"Melissa Morris","startTime":976.683,"endTime":978.173,"body":"team and I had to work late."},{"speaker":"Melissa Morris","startTime":978.463,"endTime":981.023,"body":"They said that they were going"},{"speaker":"Melissa Morris","startTime":978.463,"endTime":981.023,"body":"to pay an additional fee, but"},{"speaker":"Melissa Morris","startTime":981.023,"endTime":983.563,"body":"when they got the invoice,"},{"speaker":"Melissa Morris","startTime":981.023,"endTime":983.563,"body":"they called and complained"},{"speaker":"Melissa Morris","startTime":983.563,"endTime":987.033,"body":"and we ended up cutting that"},{"speaker":"Melissa Morris","startTime":983.563,"endTime":987.033,"body":"and we didn't pay it after all"},{"speaker":"Melissa Morris","startTime":987.073,"endTime":989.703,"body":"because they said they didn't"},{"speaker":"Melissa Morris","startTime":987.073,"endTime":989.703,"body":"understand that there was a fee."},{"speaker":"Melissa Morris","startTime":989.973,"endTime":993.033,"body":"These are the emails where I"},{"speaker":"Melissa Morris","startTime":989.973,"endTime":993.033,"body":"followed up and said that their"},{"speaker":"Melissa Morris","startTime":993.033,"endTime":996.643,"body":"deadline was Tuesday and they"},{"speaker":"Melissa Morris","startTime":993.033,"endTime":996.643,"body":"still, on Thursday said, Oh,"},{"speaker":"Melissa Morris","startTime":996.643,"endTime":997.713,"body":"I didn't know you needed it."},{"speaker":"Melissa Morris","startTime":998.178,"endTime":1001.928,"body":"So just having some really"},{"speaker":"Melissa Morris","startTime":998.178,"endTime":1001.928,"body":"clear data points and focusing"},{"speaker":"Melissa Morris","startTime":1001.938,"endTime":1004.898,"body":"on the facts is going to"},{"speaker":"Melissa Morris","startTime":1001.938,"endTime":1004.898,"body":"be really important to make"},{"speaker":"Melissa Morris","startTime":1004.898,"endTime":1007.3879999999999,"body":"sure that you are making the"},{"speaker":"Melissa Morris","startTime":1004.898,"endTime":1007.3879999999999,"body":"right decision and not doing"},{"speaker":"Melissa Morris","startTime":1007.3879999999999,"endTime":1010.9979999999999,"body":"from that, from a charged"},{"speaker":"Melissa Morris","startTime":1007.3879999999999,"endTime":1010.9979999999999,"body":"place or an emotional place."},{"speaker":"Galen Low","startTime":1011.358,"endTime":1012.158,"body":"That's a"},{"speaker":"Galen Low","startTime":1011.358,"endTime":1012.158,"body":"really good point."},{"speaker":"Galen Low","startTime":1012.158,"endTime":1015.6179999999999,"body":"I mean, I think my knee jerk"},{"speaker":"Galen Low","startTime":1012.158,"endTime":1015.6179999999999,"body":"reaction was it's too bad that"},{"speaker":"Galen Low","startTime":1016.0079999999999,"endTime":1019.648,"body":"our, like whatever impact to"},{"speaker":"Galen Low","startTime":1016.0079999999999,"endTime":1019.648,"body":"mental health and, or and some"},{"speaker":"Galen Low","startTime":1019.648,"endTime":1024.343,"body":"of the less tangible sort of"},{"speaker":"Galen Low","startTime":1019.648,"endTime":1024.343,"body":"impacts isn't something that"},{"speaker":"Galen Low","startTime":1024.343,"endTime":1027.143,"body":"an agency would take seriously,"},{"speaker":"Galen Low","startTime":1024.343,"endTime":1027.143,"body":"but actually I'm like, hold on."},{"speaker":"Galen Low","startTime":1027.373,"endTime":1028.2730000000001,"body":"I had to pause myself."},{"speaker":"Galen Low","startTime":1028.2730000000001,"endTime":1031.923,"body":"I'm like, you still have to"},{"speaker":"Galen Low","startTime":1028.2730000000001,"endTime":1031.923,"body":"make this rational case because"},{"speaker":"Galen Low","startTime":1032.143,"endTime":1033.303,"body":"it can still encompass that."},{"speaker":"Galen Low","startTime":1033.303,"endTime":1033.5230000000001,"body":"Right."},{"speaker":"Galen Low","startTime":1033.5330000000001,"endTime":1036.253,"body":"And like you said, right, it's"},{"speaker":"Galen Low","startTime":1033.5330000000001,"endTime":1036.253,"body":"like, because of this, the team"},{"speaker":"Galen Low","startTime":1036.253,"endTime":1040.193,"body":"and I had to work late and this"},{"speaker":"Galen Low","startTime":1036.253,"endTime":1040.193,"body":"is the impact and it's factual"},{"speaker":"Galen Low","startTime":1040.193,"endTime":1043.223,"body":"and not to say that you have to"},{"speaker":"Galen Low","startTime":1040.193,"endTime":1043.223,"body":"pull the emotion out of it, but"},{"speaker":"Galen Low","startTime":1043.233,"endTime":1045.7730000000001,"body":"to say that this is a decision"},{"speaker":"Galen Low","startTime":1043.233,"endTime":1045.7730000000001,"body":"that requires facts to make sure"},{"speaker":"Galen Low","startTime":1045.7730000000001,"endTime":1049.423,"body":"that, cause it impacts not just"},{"speaker":"Galen Low","startTime":1045.7730000000001,"endTime":1049.423,"body":"you, it impacts people working"},{"speaker":"Galen Low","startTime":1049.423,"endTime":1051.923,"body":"on this project, you're going"},{"speaker":"Galen Low","startTime":1049.423,"endTime":1051.923,"body":"to fire this client mid project."},{"speaker":"Galen Low","startTime":1051.953,"endTime":1052.753,"body":"Guess what's going to happen."},{"speaker":"Galen Low","startTime":1052.983,"endTime":1054.383,"body":"Those folks all go on bench."},{"speaker":"Galen Low","startTime":1054.5729999999999,"endTime":1056.423,"body":"It's something that"},{"speaker":"Galen Low","startTime":1054.5729999999999,"endTime":1056.423,"body":"needs to be considered."},{"speaker":"Galen Low","startTime":1056.703,"endTime":1058.893,"body":"And I do like that approach"},{"speaker":"Galen Low","startTime":1056.703,"endTime":1058.893,"body":"of saying listen, just make"},{"speaker":"Galen Low","startTime":1058.893,"endTime":1060.403,"body":"sure we gathered the facts"},{"speaker":"Galen Low","startTime":1058.893,"endTime":1060.403,"body":"because someone on the"},{"speaker":"Galen Low","startTime":1060.403,"endTime":1063.818,"body":"outside, it's hard for them"},{"speaker":"Galen Low","startTime":1060.403,"endTime":1063.818,"body":"to evaluate and say, yeah."},{"speaker":"Galen Low","startTime":1063.818,"endTime":1064.308,"body":"Okay."},{"speaker":"Galen Low","startTime":1064.498,"endTime":1065.598,"body":"We'll just fire that"},{"speaker":"Galen Low","startTime":1064.498,"endTime":1065.598,"body":"client tomorrow."},{"speaker":"Galen Low","startTime":1065.598,"endTime":1066.648,"body":"Like I trust you."},{"speaker":"Galen Low","startTime":1066.888,"endTime":1069.478,"body":"It's a bit more considered than"},{"speaker":"Galen Low","startTime":1066.888,"endTime":1069.478,"body":"that, even if they do trust you."},{"speaker":"Galen Low","startTime":1069.738,"endTime":1071.518,"body":"So I do that sort of"},{"speaker":"Galen Low","startTime":1069.738,"endTime":1071.518,"body":"gathering of facts."},{"speaker":"Melissa Morris","startTime":1071.598,"endTime":1072.508,"body":"Absolutely."},{"speaker":"Melissa Morris","startTime":1072.6879999999999,"endTime":1074.848,"body":"And I think we're both in"},{"speaker":"Melissa Morris","startTime":1072.6879999999999,"endTime":1074.848,"body":"agreement to your mental health"},{"speaker":"Melissa Morris","startTime":1074.848,"endTime":1077.908,"body":"and wellbeing is an important"},{"speaker":"Melissa Morris","startTime":1074.848,"endTime":1077.908,"body":"piece of this puzzle, but I"},{"speaker":"Melissa Morris","startTime":1077.908,"endTime":1081.068,"body":"can tell you it is going to be"},{"speaker":"Melissa Morris","startTime":1077.908,"endTime":1081.068,"body":"a very rare instance where the"},{"speaker":"Melissa Morris","startTime":1081.068,"endTime":1085.088,"body":"only way they are showing up in"},{"speaker":"Melissa Morris","startTime":1081.068,"endTime":1085.088,"body":"a toxic way is with your mental"},{"speaker":"Melissa Morris","startTime":1085.088,"endTime":1086.248,"body":"health and wellbeing, right?"},{"speaker":"Melissa Morris","startTime":1086.9379999999999,"endTime":1090.793,"body":"Someone who is showing"},{"speaker":"Melissa Morris","startTime":1086.9379999999999,"endTime":1090.793,"body":"up in that way is almost"},{"speaker":"Melissa Morris","startTime":1090.883,"endTime":1094.923,"body":"always showing up in factual"},{"speaker":"Melissa Morris","startTime":1090.883,"endTime":1094.923,"body":"ways as a bad client."},{"speaker":"Melissa Morris","startTime":1095.153,"endTime":1097.873,"body":"It's going to be rare where"},{"speaker":"Melissa Morris","startTime":1095.153,"endTime":1097.873,"body":"they're just like emotionally"},{"speaker":"Melissa Morris","startTime":1097.883,"endTime":1099.663,"body":"showing up as a bad client."},{"speaker":"Melissa Morris","startTime":1100.0529999999999,"endTime":1102.533,"body":"That just seems to be"},{"speaker":"Melissa Morris","startTime":1100.0529999999999,"endTime":1102.533,"body":"the way that works."},{"speaker":"Melissa Morris","startTime":1103.008,"endTime":1105.9279999999999,"body":"Maybe it never happens, but"},{"speaker":"Melissa Morris","startTime":1103.008,"endTime":1105.9279999999999,"body":"I'm sure sometimes it happens."},{"speaker":"Melissa Morris","startTime":1105.9279999999999,"endTime":1109.218,"body":"But to speak to that, if"},{"speaker":"Melissa Morris","startTime":1105.9279999999999,"endTime":1109.218,"body":"you are feeling like, like"},{"speaker":"Melissa Morris","startTime":1109.218,"endTime":1110.998,"body":"with me, I'm like, I've"},{"speaker":"Melissa Morris","startTime":1109.218,"endTime":1110.998,"body":"got this pit in my stomach."},{"speaker":"Melissa Morris","startTime":1111.238,"endTime":1113.528,"body":"Why do I feel like I'm"},{"speaker":"Melissa Morris","startTime":1111.238,"endTime":1113.528,"body":"always like in this"},{"speaker":"Melissa Morris","startTime":1113.528,"endTime":1114.858,"body":"weird defensive mode?"},{"speaker":"Melissa Morris","startTime":1115.308,"endTime":1116.408,"body":"Those are very uncomfortable."},{"speaker":"Melissa Morris","startTime":1116.408,"endTime":1118.1979999999999,"body":"And I love my clients."},{"speaker":"Melissa Morris","startTime":1118.758,"endTime":1120.508,"body":"Big fan of client relationships."},{"speaker":"Melissa Morris","startTime":1120.748,"endTime":1123.288,"body":"That's not like me to feel"},{"speaker":"Melissa Morris","startTime":1120.748,"endTime":1123.288,"body":"like, oh, I do not like."},{"speaker":"Melissa Morris","startTime":1123.668,"endTime":1126.868,"body":"And then when I looked under the"},{"speaker":"Melissa Morris","startTime":1123.668,"endTime":1126.868,"body":"hood and said, what is making"},{"speaker":"Melissa Morris","startTime":1126.868,"endTime":1128.4479999999999,"body":"me uncomfortable about this?"},{"speaker":"Melissa Morris","startTime":1129.183,"endTime":1134.793,"body":"Oh, here are the data driven"},{"speaker":"Melissa Morris","startTime":1129.183,"endTime":1134.793,"body":"facts that are coming up."},{"speaker":"Melissa Morris","startTime":1134.833,"endTime":1136.123,"body":"She's pushing scope."},{"speaker":"Melissa Morris","startTime":1136.223,"endTime":1138.3129999999999,"body":"She's pushing timelines, right?"},{"speaker":"Melissa Morris","startTime":1138.833,"endTime":1139.463,"body":"Okay."},{"speaker":"Melissa Morris","startTime":1139.5529999999999,"endTime":1140.533,"body":"I see now."},{"speaker":"Melissa Morris","startTime":1140.633,"endTime":1144.383,"body":"And so then I could say you"},{"speaker":"Melissa Morris","startTime":1140.633,"endTime":1144.383,"body":"want, but I don't offer."},{"speaker":"Melissa Morris","startTime":1144.5529999999999,"endTime":1146.793,"body":"So it makes sense for"},{"speaker":"Melissa Morris","startTime":1144.5529999999999,"endTime":1146.793,"body":"this relationship to end."},{"speaker":"Galen Low","startTime":1147.083,"endTime":1149.393,"body":"I like that it"},{"speaker":"Galen Low","startTime":1147.083,"endTime":1149.393,"body":"it's tying it back to that"},{"speaker":"Galen Low","startTime":1149.393,"endTime":1152.623,"body":"story where it was insidious"},{"speaker":"Galen Low","startTime":1149.393,"endTime":1152.623,"body":"and almost hard to put a"},{"speaker":"Galen Low","startTime":1152.623,"endTime":1154.373,"body":"finger on, but it's there."},{"speaker":"Galen Low","startTime":1154.383,"endTime":1156.863,"body":"And actually this sort of,"},{"speaker":"Galen Low","startTime":1154.383,"endTime":1156.863,"body":"my story where it's like the"},{"speaker":"Galen Low","startTime":1156.863,"endTime":1160.143,"body":"team came back from every"},{"speaker":"Galen Low","startTime":1156.863,"endTime":1160.143,"body":"meeting crying multiple times."},{"speaker":"Galen Low","startTime":1160.503,"endTime":1163.433,"body":"I'm like, Oh yeah, actually"},{"speaker":"Galen Low","startTime":1160.503,"endTime":1163.433,"body":"that's the like big culmination"},{"speaker":"Galen Low","startTime":1163.463,"endTime":1165.903,"body":"of stuff we probably should"},{"speaker":"Galen Low","startTime":1163.463,"endTime":1165.903,"body":"have identified way earlier and"},{"speaker":"Galen Low","startTime":1165.903,"endTime":1168.843,"body":"started gathering facts about"},{"speaker":"Galen Low","startTime":1165.903,"endTime":1168.843,"body":"way earlier and some of it, I"},{"speaker":"Galen Low","startTime":1168.843,"endTime":1172.703,"body":"know you're huge on process and"},{"speaker":"Galen Low","startTime":1168.843,"endTime":1172.703,"body":"frankly, like we didn't have a"},{"speaker":"Galen Low","startTime":1172.703,"endTime":1176.513,"body":"process for this and actually a"},{"speaker":"Galen Low","startTime":1172.703,"endTime":1176.513,"body":"lot of the agencies that I have"},{"speaker":"Galen Low","startTime":1176.513,"endTime":1180.533,"body":"worked with do not have a formal"},{"speaker":"Galen Low","startTime":1176.513,"endTime":1180.533,"body":"client off boarding process."},{"speaker":"Galen Low","startTime":1180.853,"endTime":1183.673,"body":"Even from identifying"},{"speaker":"Galen Low","startTime":1180.853,"endTime":1183.673,"body":"problem areas all the way"},{"speaker":"Galen Low","startTime":1183.673,"endTime":1185.8129999999999,"body":"through to yeah, talking to"},{"speaker":"Galen Low","startTime":1183.673,"endTime":1185.8129999999999,"body":"the legal team and figuring"},{"speaker":"Galen Low","startTime":1185.8129999999999,"endTime":1188.703,"body":"out, are we contractually"},{"speaker":"Galen Low","startTime":1185.8129999999999,"endTime":1188.703,"body":"okay to take this action?"},{"speaker":"Galen Low","startTime":1189.003,"endTime":1191.853,"body":"And then also even that process"},{"speaker":"Galen Low","startTime":1189.003,"endTime":1191.853,"body":"of like, how do we support"},{"speaker":"Galen Low","startTime":1191.853,"endTime":1193.583,"body":"the team with the fallout?"},{"speaker":"Galen Low","startTime":1194.183,"endTime":1197.503,"body":"Yes, emotionally, but also"},{"speaker":"Galen Low","startTime":1194.183,"endTime":1197.503,"body":"like financially, right."},{"speaker":"Galen Low","startTime":1197.503,"endTime":1199.153,"body":"It's do they still have"},{"speaker":"Galen Low","startTime":1197.503,"endTime":1199.153,"body":"job security after this"},{"speaker":"Galen Low","startTime":1199.333,"endTime":1201.663,"body":"client went away and how"},{"speaker":"Galen Low","startTime":1199.333,"endTime":1201.663,"body":"can we talk about it?"},{"speaker":"Galen Low","startTime":1201.723,"endTime":1204.673,"body":"How do you advise your"},{"speaker":"Galen Low","startTime":1201.723,"endTime":1204.673,"body":"agency clients and agency"},{"speaker":"Galen Low","startTime":1204.673,"endTime":1205.733,"body":"teams to just be like."},{"speaker":"Galen Low","startTime":1206.0729999999999,"endTime":1209.793,"body":"Better set up with some formal"},{"speaker":"Galen Low","startTime":1206.0729999999999,"endTime":1209.793,"body":"process and policy around"},{"speaker":"Galen Low","startTime":1209.8229999999999,"endTime":1213.153,"body":"ending client relationships and"},{"speaker":"Galen Low","startTime":1209.8229999999999,"endTime":1213.153,"body":"supporting the team that, ends"},{"speaker":"Galen Low","startTime":1213.153,"endTime":1217.853,"body":"up on bench or having a sort of"},{"speaker":"Galen Low","startTime":1213.153,"endTime":1217.853,"body":"unfinished project as a result?"},{"speaker":"Melissa Morris","startTime":1218.353,"endTime":1218.683,"body":"Yeah."},{"speaker":"Melissa Morris","startTime":1218.683,"endTime":1220.533,"body":"So I think there's a"},{"speaker":"Melissa Morris","startTime":1218.683,"endTime":1220.533,"body":"couple of things there."},{"speaker":"Melissa Morris","startTime":1220.543,"endTime":1223.853,"body":"One is I'm a huge fan of"},{"speaker":"Melissa Morris","startTime":1220.543,"endTime":1223.853,"body":"a client communication"},{"speaker":"Melissa Morris","startTime":1224.023,"endTime":1226.343,"body":"SOP for all agencies."},{"speaker":"Melissa Morris","startTime":1226.833,"endTime":1228.113,"body":"And this is something"},{"speaker":"Melissa Morris","startTime":1226.833,"endTime":1228.113,"body":"I recommend all"},{"speaker":"Melissa Morris","startTime":1228.113,"endTime":1229.113,"body":"agency owners have."},{"speaker":"Melissa Morris","startTime":1229.493,"endTime":1233.093,"body":"And it addresses things like"},{"speaker":"Melissa Morris","startTime":1229.493,"endTime":1233.093,"body":"what to do when your client"},{"speaker":"Melissa Morris","startTime":1233.103,"endTime":1237.183,"body":"has excessive revisions,"},{"speaker":"Melissa Morris","startTime":1233.103,"endTime":1237.183,"body":"when or when not to introduce"},{"speaker":"Melissa Morris","startTime":1237.3229999999999,"endTime":1241.983,"body":"a rush fee, when do I need"},{"speaker":"Melissa Morris","startTime":1237.3229999999999,"endTime":1241.983,"body":"to escalate a project or a"},{"speaker":"Melissa Morris","startTime":1241.983,"endTime":1245.703,"body":"concern up the ladder and"},{"speaker":"Melissa Morris","startTime":1241.983,"endTime":1245.703,"body":"get it to senior management."},{"speaker":"Melissa Morris","startTime":1245.703,"endTime":1248.473,"body":"So sometimes that looks anytime"},{"speaker":"Melissa Morris","startTime":1245.703,"endTime":1248.473,"body":"a client misses a meeting,"},{"speaker":"Melissa Morris","startTime":1248.8029999999999,"endTime":1250.103,"body":"you need to let somebody know."},{"speaker":"Melissa Morris","startTime":1250.353,"endTime":1252.653,"body":"If you send two emails and"},{"speaker":"Melissa Morris","startTime":1250.353,"endTime":1252.653,"body":"you don't hear back from"},{"speaker":"Melissa Morris","startTime":1252.653,"endTime":1254.933,"body":"them, you need to let us know."},{"speaker":"Melissa Morris","startTime":1255.243,"endTime":1260.5629999999999,"body":"So sometimes even just trying to"},{"speaker":"Melissa Morris","startTime":1255.243,"endTime":1260.5629999999999,"body":"find those things early on can"},{"speaker":"Melissa Morris","startTime":1260.663,"endTime":1262.013,"body":"either help us course correct."},{"speaker":"Melissa Morris","startTime":1262.023,"endTime":1266.038,"body":"If there's just been, in my"},{"speaker":"Melissa Morris","startTime":1262.023,"endTime":1266.038,"body":"earlier and fiasco, right?"},{"speaker":"Melissa Morris","startTime":1266.048,"endTime":1268.148,"body":"Sometimes like just some"},{"speaker":"Melissa Morris","startTime":1266.048,"endTime":1268.148,"body":"training gets us back on"},{"speaker":"Melissa Morris","startTime":1268.148,"endTime":1270.658,"body":"track, or sometimes we're"},{"speaker":"Melissa Morris","startTime":1268.148,"endTime":1270.658,"body":"going to go the direction like"},{"speaker":"Melissa Morris","startTime":1270.658,"endTime":1273.208,"body":"the client that I ultimately"},{"speaker":"Melissa Morris","startTime":1270.658,"endTime":1273.208,"body":"had to part ways with."},{"speaker":"Melissa Morris","startTime":1273.4479999999999,"endTime":1275.788,"body":"But let's start figuring"},{"speaker":"Melissa Morris","startTime":1273.4479999999999,"endTime":1275.788,"body":"that out early on."},{"speaker":"Melissa Morris","startTime":1276.108,"endTime":1279.458,"body":"I think also to that SOP"},{"speaker":"Melissa Morris","startTime":1276.108,"endTime":1279.458,"body":"should have templates that"},{"speaker":"Melissa Morris","startTime":1279.788,"endTime":1282.268,"body":"your account managers and"},{"speaker":"Melissa Morris","startTime":1279.788,"endTime":1282.268,"body":"project managers can use."},{"speaker":"Melissa Morris","startTime":1282.628,"endTime":1285.808,"body":"So that if you do have a client"},{"speaker":"Melissa Morris","startTime":1282.628,"endTime":1285.808,"body":"who's feeling a little pushy"},{"speaker":"Melissa Morris","startTime":1285.888,"endTime":1289.148,"body":"and they send that kind of bully"},{"speaker":"Melissa Morris","startTime":1285.888,"endTime":1289.148,"body":"email, let's just give them a"},{"speaker":"Melissa Morris","startTime":1289.1779999999999,"endTime":1293.9479999999999,"body":"template that makes it easy for"},{"speaker":"Melissa Morris","startTime":1289.1779999999999,"endTime":1293.9479999999999,"body":"them to be firm about what is"},{"speaker":"Melissa Morris","startTime":1293.958,"endTime":1297.308,"body":"not going to happen or what is"},{"speaker":"Melissa Morris","startTime":1293.958,"endTime":1297.308,"body":"going to happen and they can"},{"speaker":"Melissa Morris","startTime":1297.538,"endTime":1300.1979999999999,"body":"lean on that so then they don't"},{"speaker":"Melissa Morris","startTime":1297.538,"endTime":1300.1979999999999,"body":"have to feel the weight of that."},{"speaker":"Melissa Morris","startTime":1300.218,"endTime":1302.348,"body":"And then as the agency or"},{"speaker":"Melissa Morris","startTime":1300.218,"endTime":1302.348,"body":"business owner, you know"},{"speaker":"Melissa Morris","startTime":1302.348,"endTime":1304.6979999999999,"body":"that this is getting handled"},{"speaker":"Melissa Morris","startTime":1302.348,"endTime":1304.6979999999999,"body":"in the way you want it to."},{"speaker":"Melissa Morris","startTime":1304.978,"endTime":1308.008,"body":"So I think really empowering"},{"speaker":"Melissa Morris","startTime":1304.978,"endTime":1308.008,"body":"them with some very clear,"},{"speaker":"Melissa Morris","startTime":1308.008,"endTime":1310.328,"body":"like we've talked about"},{"speaker":"Melissa Morris","startTime":1308.008,"endTime":1310.328,"body":"processes, policies, what"},{"speaker":"Melissa Morris","startTime":1310.328,"endTime":1313.748,"body":"does this look like at the"},{"speaker":"Melissa Morris","startTime":1310.328,"endTime":1313.748,"body":"agency is a really great start"},{"speaker":"Melissa Morris","startTime":1313.758,"endTime":1316.848,"body":"to help someone navigating"},{"speaker":"Melissa Morris","startTime":1313.758,"endTime":1316.848,"body":"and dealing with that."},{"speaker":"Melissa Morris","startTime":1317.133,"endTime":1319.923,"body":"And then when it comes to"},{"speaker":"Melissa Morris","startTime":1317.133,"endTime":1319.923,"body":"that actual off boarding"},{"speaker":"Melissa Morris","startTime":1319.923,"endTime":1323.5629999999999,"body":"moment where it's this is not"},{"speaker":"Melissa Morris","startTime":1319.923,"endTime":1323.5629999999999,"body":"working and we are parting"},{"speaker":"Melissa Morris","startTime":1323.5629999999999,"endTime":1326.913,"body":"ways with these people having"},{"speaker":"Melissa Morris","startTime":1323.5629999999999,"endTime":1326.913,"body":"a very clear action plan"},{"speaker":"Melissa Morris","startTime":1326.993,"endTime":1328.093,"body":"of what that looks like."},{"speaker":"Melissa Morris","startTime":1328.133,"endTime":1330.3229999999999,"body":"These are the tasks we"},{"speaker":"Melissa Morris","startTime":1328.133,"endTime":1330.3229999999999,"body":"have agreed to finish."},{"speaker":"Melissa Morris","startTime":1330.613,"endTime":1333.353,"body":"This is what we know is"},{"speaker":"Melissa Morris","startTime":1330.613,"endTime":1333.353,"body":"not going to get finished."},{"speaker":"Melissa Morris","startTime":1333.653,"endTime":1336.363,"body":"This is what we're going to"},{"speaker":"Melissa Morris","startTime":1333.653,"endTime":1336.363,"body":"hand off and then this is the"},{"speaker":"Melissa Morris","startTime":1336.363,"endTime":1341.093,"body":"date that we are passing the"},{"speaker":"Melissa Morris","startTime":1336.363,"endTime":1341.093,"body":"baton and be very clear in that"},{"speaker":"Melissa Morris","startTime":1341.113,"endTime":1344.873,"body":"email that says this concludes"},{"speaker":"Melissa Morris","startTime":1341.113,"endTime":1344.873,"body":"our working relationship."},{"speaker":"Melissa Morris","startTime":1345.3029999999999,"endTime":1347.503,"body":"That email has those words."},{"speaker":"Melissa Morris","startTime":1347.533,"endTime":1350.143,"body":"It doesn't say here"},{"speaker":"Melissa Morris","startTime":1347.533,"endTime":1350.143,"body":"are your final files."},{"speaker":"Melissa Morris","startTime":1350.518,"endTime":1353.538,"body":"Let us know if you need"},{"speaker":"Melissa Morris","startTime":1350.518,"endTime":1353.538,"body":"anything or here's that"},{"speaker":"Melissa Morris","startTime":1353.538,"endTime":1354.998,"body":"thing we talked about."},{"speaker":"Melissa Morris","startTime":1355.078,"endTime":1355.518,"body":"Thanks."},{"speaker":"Melissa Morris","startTime":1355.588,"endTime":1358.238,"body":"No, this concludes our"},{"speaker":"Melissa Morris","startTime":1355.588,"endTime":1358.238,"body":"working relationship."},{"speaker":"Melissa Morris","startTime":1358.288,"endTime":1360.228,"body":"Be very clear about that."},{"speaker":"Melissa Morris","startTime":1360.328,"endTime":1363.568,"body":"Don't leave that door open for"},{"speaker":"Melissa Morris","startTime":1360.328,"endTime":1363.568,"body":"something else to sneak in."},{"speaker":"Galen Low","startTime":1363.728,"endTime":1365.668,"body":"The two things I"},{"speaker":"Galen Low","startTime":1363.728,"endTime":1365.668,"body":"love most about that are one,"},{"speaker":"Galen Low","startTime":1365.878,"endTime":1369.218,"body":"the SOP actually is built in a"},{"speaker":"Galen Low","startTime":1365.878,"endTime":1369.218,"body":"way that services information"},{"speaker":"Galen Low","startTime":1369.238,"endTime":1372.068,"body":"early rather than after,"},{"speaker":"Galen Low","startTime":1369.238,"endTime":1372.068,"body":"like when it's happening in"},{"speaker":"Galen Low","startTime":1372.068,"endTime":1373.118,"body":"case of fire break glass."},{"speaker":"Galen Low","startTime":1373.118,"endTime":1374.878,"body":"Like it's like there's"},{"speaker":"Galen Low","startTime":1373.118,"endTime":1374.878,"body":"a check and balance"},{"speaker":"Galen Low","startTime":1374.878,"endTime":1376.088,"body":"there for communication."},{"speaker":"Galen Low","startTime":1376.538,"endTime":1379.128,"body":"But also that wording"},{"speaker":"Galen Low","startTime":1376.538,"endTime":1379.128,"body":"of this concludes our"},{"speaker":"Galen Low","startTime":1379.128,"endTime":1380.148,"body":"working relationship."},{"speaker":"Galen Low","startTime":1380.418,"endTime":1383.348,"body":"I've definitely been on a"},{"speaker":"Galen Low","startTime":1380.418,"endTime":1383.348,"body":"number of projects where I"},{"speaker":"Galen Low","startTime":1383.348,"endTime":1386.1879999999999,"body":"find out six months down the"},{"speaker":"Galen Low","startTime":1383.348,"endTime":1386.1879999999999,"body":"road that the support team"},{"speaker":"Galen Low","startTime":1386.328,"endTime":1388.268,"body":"is still getting requests and"},{"speaker":"Galen Low","startTime":1386.328,"endTime":1388.268,"body":"they're still processing them"},{"speaker":"Galen Low","startTime":1388.268,"endTime":1390.488,"body":"and they're like still working"},{"speaker":"Galen Low","startTime":1388.268,"endTime":1390.488,"body":"on documentation together."},{"speaker":"Galen Low","startTime":1390.488,"endTime":1391.368,"body":"That should have"},{"speaker":"Galen Low","startTime":1390.488,"endTime":1391.368,"body":"been handed off."},{"speaker":"Galen Low","startTime":1391.6979999999999,"endTime":1393.898,"body":"And yeah, in fairness, I"},{"speaker":"Galen Low","startTime":1391.6979999999999,"endTime":1393.898,"body":"was like, sometimes the"},{"speaker":"Galen Low","startTime":1393.898,"endTime":1394.838,"body":"communication wasn't there."},{"speaker":"Galen Low","startTime":1394.838,"endTime":1396.488,"body":"The clarity wasn't there"},{"speaker":"Galen Low","startTime":1394.838,"endTime":1396.488,"body":"that like, this is the"},{"speaker":"Galen Low","startTime":1396.488,"endTime":1398.078,"body":"end date wasn't spoken."},{"speaker":"Galen Low","startTime":1398.078,"endTime":1400.4379999999999,"body":"And there's so many things"},{"speaker":"Galen Low","startTime":1398.078,"endTime":1400.4379999999999,"body":"that sometimes we feel"},{"speaker":"Galen Low","startTime":1400.468,"endTime":1403.298,"body":"uncomfortable speaking out"},{"speaker":"Galen Low","startTime":1400.468,"endTime":1403.298,"body":"loud or having a conversation"},{"speaker":"Galen Low","startTime":1403.308,"endTime":1405.648,"body":"about, I guess the other thing"},{"speaker":"Galen Low","startTime":1403.308,"endTime":1405.648,"body":"I love is that notion that,"},{"speaker":"Galen Low","startTime":1405.978,"endTime":1409.288,"body":"Yes, and there's a template to"},{"speaker":"Galen Low","startTime":1405.978,"endTime":1409.288,"body":"help you have firm language."},{"speaker":"Galen Low","startTime":1409.408,"endTime":1411.598,"body":"You don't have to come up"},{"speaker":"Galen Low","startTime":1409.408,"endTime":1411.598,"body":"with it on your own and we'll"},{"speaker":"Galen Low","startTime":1411.598,"endTime":1414.978,"body":"stand behind it because it's"},{"speaker":"Galen Low","startTime":1411.598,"endTime":1414.978,"body":"something that we created as an"},{"speaker":"Galen Low","startTime":1414.978,"endTime":1416.548,"body":"organization to address this."},{"speaker":"Galen Low","startTime":1416.818,"endTime":1419.108,"body":"And it takes a lot of that edge"},{"speaker":"Galen Low","startTime":1416.818,"endTime":1419.108,"body":"off that pressure of being like,"},{"speaker":"Galen Low","startTime":1419.168,"endTime":1421.108,"body":"I have to like, say it's over."},{"speaker":"Galen Low","startTime":1421.1779999999999,"endTime":1423.538,"body":"Like I'm breaking up with my"},{"speaker":"Galen Low","startTime":1421.1779999999999,"endTime":1423.538,"body":"client and like I'm spending"},{"speaker":"Galen Low","startTime":1423.538,"endTime":1426.758,"body":"hours agonizing over how to"},{"speaker":"Galen Low","startTime":1423.538,"endTime":1426.758,"body":"do it, but to have it as,"},{"speaker":"Galen Low","startTime":1426.908,"endTime":1428.038,"body":"okay, this is our process."},{"speaker":"Galen Low","startTime":1428.328,"endTime":1430.468,"body":"I might tailor this template"},{"speaker":"Galen Low","startTime":1428.328,"endTime":1430.468,"body":"a bit, but you know, it's the"},{"speaker":"Galen Low","startTime":1430.468,"endTime":1434.378,"body":"firm language we use because"},{"speaker":"Galen Low","startTime":1430.468,"endTime":1434.378,"body":"it creates clarity and draws a"},{"speaker":"Galen Low","startTime":1434.378,"endTime":1436.788,"body":"line in the sand of what we're"},{"speaker":"Galen Low","startTime":1434.378,"endTime":1436.788,"body":"doing and what we're not doing"},{"speaker":"Galen Low","startTime":1437.148,"endTime":1438.298,"body":"to conclude this relationship."},{"speaker":"Melissa Morris","startTime":1438.583,"endTime":1439.493,"body":"Yeah, absolutely."},{"speaker":"Melissa Morris","startTime":1439.493,"endTime":1441.833,"body":"And even one of those"},{"speaker":"Melissa Morris","startTime":1439.493,"endTime":1441.833,"body":"templates could even look"},{"speaker":"Melissa Morris","startTime":1441.863,"endTime":1443.493,"body":"like a pass the buck one."},{"speaker":"Melissa Morris","startTime":1443.493,"endTime":1445.083,"body":"And I don't mean that"},{"speaker":"Melissa Morris","startTime":1443.493,"endTime":1445.083,"body":"in a negative way."},{"speaker":"Melissa Morris","startTime":1445.083,"endTime":1448.103,"body":"But if you know that something"},{"speaker":"Melissa Morris","startTime":1445.083,"endTime":1448.103,"body":"really need to go to leadership"},{"speaker":"Melissa Morris","startTime":1448.103,"endTime":1450.663,"body":"or conversations about firing"},{"speaker":"Melissa Morris","startTime":1448.103,"endTime":1450.663,"body":"or on deck here, they could"},{"speaker":"Melissa Morris","startTime":1450.663,"endTime":1453.123,"body":"even have a canned email"},{"speaker":"Melissa Morris","startTime":1450.663,"endTime":1453.123,"body":"so they can feel empowered"},{"speaker":"Melissa Morris","startTime":1453.123,"endTime":1455.233,"body":"to say I want to let you"},{"speaker":"Melissa Morris","startTime":1453.123,"endTime":1455.233,"body":"know, I've received this."},{"speaker":"Melissa Morris","startTime":1455.653,"endTime":1458.283,"body":"But I do need to"},{"speaker":"Melissa Morris","startTime":1455.653,"endTime":1458.283,"body":"discuss this internally."},{"speaker":"Melissa Morris","startTime":1458.3029999999999,"endTime":1461.383,"body":"We're going to get back"},{"speaker":"Melissa Morris","startTime":1458.3029999999999,"endTime":1461.383,"body":"to you by X date, and"},{"speaker":"Melissa Morris","startTime":1461.383,"endTime":1462.433,"body":"then you can send that."},{"speaker":"Melissa Morris","startTime":1462.633,"endTime":1466.213,"body":"So that also gives you a little"},{"speaker":"Melissa Morris","startTime":1462.633,"endTime":1466.213,"body":"breathing room to reflect"},{"speaker":"Melissa Morris","startTime":1466.223,"endTime":1468.223,"body":"on what's going on here."},{"speaker":"Melissa Morris","startTime":1468.443,"endTime":1469.363,"body":"Is this bullying?"},{"speaker":"Melissa Morris","startTime":1469.423,"endTime":1470.653,"body":"Are they pushing scope?"},{"speaker":"Melissa Morris","startTime":1470.703,"endTime":1471.523,"body":"What's happening?"},{"speaker":"Melissa Morris","startTime":1471.593,"endTime":1474.633,"body":"I need to take this internally"},{"speaker":"Melissa Morris","startTime":1471.593,"endTime":1474.633,"body":"so you can respond to them"},{"speaker":"Melissa Morris","startTime":1474.643,"endTime":1477.223,"body":"in a very timely fashion,"},{"speaker":"Melissa Morris","startTime":1474.643,"endTime":1477.223,"body":"but also let them know."},{"speaker":"Melissa Morris","startTime":1477.5529999999999,"endTime":1480.263,"body":"What are they, no answer"},{"speaker":"Melissa Morris","startTime":1477.5529999999999,"endTime":1480.263,"body":"is still an answer, right?"},{"speaker":"Melissa Morris","startTime":1480.283,"endTime":1483.123,"body":"Or no update is still an"},{"speaker":"Melissa Morris","startTime":1480.283,"endTime":1483.123,"body":"update is what like that"},{"speaker":"Melissa Morris","startTime":1483.123,"endTime":1484.693,"body":"project management turn, right?"},{"speaker":"Melissa Morris","startTime":1484.693,"endTime":1486.773,"body":"Yeah, I just want to let"},{"speaker":"Melissa Morris","startTime":1484.693,"endTime":1486.773,"body":"you know, I'm tracking"},{"speaker":"Melissa Morris","startTime":1486.773,"endTime":1489.673,"body":"this, but that's all I'm"},{"speaker":"Melissa Morris","startTime":1486.773,"endTime":1489.673,"body":"doing is tracking this."},{"speaker":"Galen Low","startTime":1490.213,"endTime":1492.3129999999999,"body":"And I think it's"},{"speaker":"Galen Low","startTime":1490.213,"endTime":1492.3129999999999,"body":"it's such an important thing for"},{"speaker":"Galen Low","startTime":1492.333,"endTime":1495.223,"body":"folks to hear where, especially"},{"speaker":"Galen Low","startTime":1492.333,"endTime":1495.223,"body":"in the agency world and client"},{"speaker":"Galen Low","startTime":1495.223,"endTime":1497.5629999999999,"body":"services in general, you feel"},{"speaker":"Galen Low","startTime":1495.223,"endTime":1497.5629999999999,"body":"pressure, no matter what role"},{"speaker":"Galen Low","startTime":1497.5629999999999,"endTime":1499.493,"body":"you play on the team, you"},{"speaker":"Galen Low","startTime":1497.5629999999999,"endTime":1499.493,"body":"feel pressure to like, give a"},{"speaker":"Galen Low","startTime":1499.493,"endTime":1502.213,"body":"response right away, you should"},{"speaker":"Galen Low","startTime":1499.493,"endTime":1502.213,"body":"know, shouldn't you, they've"},{"speaker":"Galen Low","startTime":1502.213,"endTime":1504.5729999999999,"body":"hired you as experts, you should"},{"speaker":"Galen Low","startTime":1502.213,"endTime":1504.5729999999999,"body":"have the answer right now."},{"speaker":"Galen Low","startTime":1504.943,"endTime":1506.973,"body":"And the reality is you"},{"speaker":"Galen Low","startTime":1504.943,"endTime":1506.973,"body":"don't have to, but you can"},{"speaker":"Galen Low","startTime":1506.973,"endTime":1508.8129999999999,"body":"acknowledge gotcha, right?"},{"speaker":"Galen Low","startTime":1509.153,"endTime":1510.133,"body":"Message received."},{"speaker":"Galen Low","startTime":1510.393,"endTime":1511.493,"body":"We're going to take"},{"speaker":"Galen Low","startTime":1510.393,"endTime":1511.493,"body":"some time with this."},{"speaker":"Galen Low","startTime":1511.773,"endTime":1513.263,"body":"And that goes for things"},{"speaker":"Galen Low","startTime":1511.773,"endTime":1513.263,"body":"that are positive."},{"speaker":"Galen Low","startTime":1513.263,"endTime":1516.043,"body":"And it goes for things that"},{"speaker":"Galen Low","startTime":1513.263,"endTime":1516.043,"body":"are negative and, escalatory"},{"speaker":"Galen Low","startTime":1516.0629999999999,"endTime":1521.173,"body":"and inflammatory, and all those"},{"speaker":"Galen Low","startTime":1516.0629999999999,"endTime":1521.173,"body":"other, all the authorities."},{"speaker":"Galen Low","startTime":1522.783,"endTime":1525.143,"body":"A lot of folks listening"},{"speaker":"Galen Low","startTime":1522.783,"endTime":1525.143,"body":"will be like, yeah, either"},{"speaker":"Galen Low","startTime":1525.3029999999999,"endTime":1528.173,"body":"we're already good at doing"},{"speaker":"Galen Low","startTime":1525.3029999999999,"endTime":1528.173,"body":"that where I work or man,"},{"speaker":"Galen Low","startTime":1528.173,"endTime":1529.393,"body":"doesn't that sound amazing?"},{"speaker":"Galen Low","startTime":1529.673,"endTime":1531.143,"body":"We're going to start"},{"speaker":"Galen Low","startTime":1529.673,"endTime":1531.143,"body":"working on this right away."},{"speaker":"Galen Low","startTime":1531.598,"endTime":1534.608,"body":"Honestly, for any team, not"},{"speaker":"Galen Low","startTime":1531.598,"endTime":1534.608,"body":"just agency teams, but any team"},{"speaker":"Galen Low","startTime":1534.608,"endTime":1538.538,"body":"working in a client services"},{"speaker":"Galen Low","startTime":1534.608,"endTime":1538.538,"body":"context, sometimes they feel"},{"speaker":"Galen Low","startTime":1538.538,"endTime":1541.268,"body":"stuck in a toxic relationship"},{"speaker":"Galen Low","startTime":1538.538,"endTime":1541.268,"body":"and their organization isn't"},{"speaker":"Galen Low","startTime":1541.298,"endTime":1542.998,"body":"willing to do anything about it."},{"speaker":"Galen Low","startTime":1543.268,"endTime":1546.218,"body":"What can an individual do"},{"speaker":"Galen Low","startTime":1543.268,"endTime":1546.218,"body":"to look out for themselves"},{"speaker":"Galen Low","startTime":1546.218,"endTime":1547.048,"body":"in that situation?"},{"speaker":"Melissa Morris","startTime":1547.308,"endTime":1549.308,"body":"It's similar"},{"speaker":"Melissa Morris","startTime":1547.308,"endTime":1549.308,"body":"to the response I said before,"},{"speaker":"Melissa Morris","startTime":1549.338,"endTime":1553.408,"body":"focus on facts and really"},{"speaker":"Melissa Morris","startTime":1549.338,"endTime":1553.408,"body":"pull up that scope of work."},{"speaker":"Melissa Morris","startTime":1553.768,"endTime":1558.718,"body":"Do really adhere to processes"},{"speaker":"Melissa Morris","startTime":1553.768,"endTime":1558.718,"body":"to a T. Don't skip a follow up."},{"speaker":"Melissa Morris","startTime":1558.858,"endTime":1561.528,"body":"Don't fudge a meeting"},{"speaker":"Melissa Morris","startTime":1558.858,"endTime":1561.528,"body":"or here or there."},{"speaker":"Melissa Morris","startTime":1561.738,"endTime":1565.408,"body":"Really lean into the templates"},{"speaker":"Melissa Morris","startTime":1561.738,"endTime":1565.408,"body":"and the processes that the"},{"speaker":"Melissa Morris","startTime":1565.408,"endTime":1567.098,"body":"agency has provided you."},{"speaker":"Melissa Morris","startTime":1567.368,"endTime":1570.973,"body":"And if that is a gap,"},{"speaker":"Melissa Morris","startTime":1567.368,"endTime":1570.973,"body":"Then request that."},{"speaker":"Melissa Morris","startTime":1571.3229999999999,"endTime":1573.623,"body":"If they're not going to fire"},{"speaker":"Melissa Morris","startTime":1571.3229999999999,"endTime":1573.623,"body":"the client, then maybe we"},{"speaker":"Melissa Morris","startTime":1573.623,"endTime":1577.143,"body":"can request that they equip"},{"speaker":"Melissa Morris","startTime":1573.623,"endTime":1577.143,"body":"us with the tools to better"},{"speaker":"Melissa Morris","startTime":1577.143,"endTime":1579.093,"body":"manage or wrangle the client."},{"speaker":"Melissa Morris","startTime":1579.493,"endTime":1581.733,"body":"So I think that's"},{"speaker":"Melissa Morris","startTime":1579.493,"endTime":1581.733,"body":"absolutely a fair request."},{"speaker":"Melissa Morris","startTime":1581.733,"endTime":1584.093,"body":"And I can tell you, I would"},{"speaker":"Melissa Morris","startTime":1581.733,"endTime":1584.093,"body":"think most business owners"},{"speaker":"Melissa Morris","startTime":1584.093,"endTime":1587.193,"body":"would be in support of"},{"speaker":"Melissa Morris","startTime":1584.093,"endTime":1587.193,"body":"honoring that request, right?"},{"speaker":"Melissa Morris","startTime":1587.3129999999999,"endTime":1590.113,"body":"Because if the idea here is no,"},{"speaker":"Melissa Morris","startTime":1587.3129999999999,"endTime":1590.113,"body":"the client gets what they want,"},{"speaker":"Melissa Morris","startTime":1590.123,"endTime":1591.373,"body":"the client needs to be happy."},{"speaker":"Melissa Morris","startTime":1591.613,"endTime":1595.163,"body":"It will help me make our client"},{"speaker":"Melissa Morris","startTime":1591.613,"endTime":1595.163,"body":"happy if you give me some"},{"speaker":"Melissa Morris","startTime":1595.163,"endTime":1598.433,"body":"templated emails that speak to"},{"speaker":"Melissa Morris","startTime":1595.163,"endTime":1598.433,"body":"rounds of revisions, so that I"},{"speaker":"Melissa Morris","startTime":1598.483,"endTime":1601.433,"body":"can make sure I'm being really"},{"speaker":"Melissa Morris","startTime":1598.483,"endTime":1601.433,"body":"clear about what we need to get"},{"speaker":"Melissa Morris","startTime":1601.433,"endTime":1603.113,"body":"from them to finish our work."},{"speaker":"Melissa Morris","startTime":1603.533,"endTime":1606.783,"body":"So then really you're coming to"},{"speaker":"Melissa Morris","startTime":1603.533,"endTime":1606.783,"body":"them asking for some resources"},{"speaker":"Melissa Morris","startTime":1606.783,"endTime":1609.463,"body":"to make the client happy, which"},{"speaker":"Melissa Morris","startTime":1606.783,"endTime":1609.463,"body":"is ultimately what they want."},{"speaker":"Galen Low","startTime":1609.783,"endTime":1612.533,"body":"I mean, I like that"},{"speaker":"Galen Low","startTime":1609.783,"endTime":1612.533,"body":"sort of, yeah, or requests"},{"speaker":"Galen Low","startTime":1612.623,"endTime":1614.263,"body":"to say, Hey, listen, like"},{"speaker":"Galen Low","startTime":1612.623,"endTime":1614.263,"body":"this is going to improve"},{"speaker":"Galen Low","startTime":1614.273,"endTime":1615.013,"body":"things for the business."},{"speaker":"Galen Low","startTime":1615.033,"endTime":1617.788,"body":"And actually, coming at it from"},{"speaker":"Galen Low","startTime":1615.033,"endTime":1617.788,"body":"both sides, like having been"},{"speaker":"Galen Low","startTime":1617.788,"endTime":1621.308,"body":"part of an agency leadership"},{"speaker":"Galen Low","startTime":1617.788,"endTime":1621.308,"body":"team, I know this is like to"},{"speaker":"Galen Low","startTime":1621.308,"endTime":1622.718,"body":"manage expectations for folks."},{"speaker":"Galen Low","startTime":1623.088,"endTime":1625.418,"body":"I know that it doesn't"},{"speaker":"Galen Low","startTime":1623.088,"endTime":1625.418,"body":"always get received well"},{"speaker":"Galen Low","startTime":1625.4479999999999,"endTime":1627.758,"body":"by a leadership team,"},{"speaker":"Galen Low","startTime":1625.4479999999999,"endTime":1627.758,"body":"sometimes behind the scenes."},{"speaker":"Galen Low","startTime":1627.758,"endTime":1629.288,"body":"They're like, oh my"},{"speaker":"Galen Low","startTime":1627.758,"endTime":1629.288,"body":"gosh, this creates work."},{"speaker":"Galen Low","startTime":1629.528,"endTime":1632.268,"body":"Now we have to go and write"},{"speaker":"Galen Low","startTime":1629.528,"endTime":1632.268,"body":"these templates and ah, I"},{"speaker":"Galen Low","startTime":1632.268,"endTime":1633.9379999999999,"body":"wish, we just had people"},{"speaker":"Galen Low","startTime":1632.268,"endTime":1633.9379999999999,"body":"who could figure it out."},{"speaker":"Galen Low","startTime":1634.008,"endTime":1635.988,"body":"And I think that's like a,"},{"speaker":"Galen Low","startTime":1634.008,"endTime":1635.988,"body":"I mean, it's probably not"},{"speaker":"Galen Low","startTime":1635.998,"endTime":1638.308,"body":"everyone's reaction, but"},{"speaker":"Galen Low","startTime":1635.998,"endTime":1638.308,"body":"I've seen that reaction at"},{"speaker":"Galen Low","startTime":1638.308,"endTime":1641.078,"body":"a leadership level, but I've"},{"speaker":"Galen Low","startTime":1638.308,"endTime":1641.078,"body":"also seen it then net out"},{"speaker":"Galen Low","startTime":1641.1779999999999,"endTime":1642.6979999999999,"body":"later to be like, ah, sure."},{"speaker":"Galen Low","startTime":1642.6979999999999,"endTime":1643.468,"body":"Glad we did that."},{"speaker":"Galen Low","startTime":1643.8229999999999,"endTime":1646.243,"body":"I'm really happy that person"},{"speaker":"Galen Low","startTime":1643.8229999999999,"endTime":1646.243,"body":"raised that it did create work."},{"speaker":"Galen Low","startTime":1646.263,"endTime":1646.723,"body":"Don't get me wrong."},{"speaker":"Galen Low","startTime":1646.733,"endTime":1649.0529999999999,"body":"Everything is disruption is"},{"speaker":"Galen Low","startTime":1646.733,"endTime":1649.0529999999999,"body":"hard for us to deal with as"},{"speaker":"Galen Low","startTime":1649.0529999999999,"endTime":1652.583,"body":"humans operating a business as"},{"speaker":"Galen Low","startTime":1649.0529999999999,"endTime":1652.583,"body":"well, but net benefit is there."},{"speaker":"Galen Low","startTime":1652.653,"endTime":1655.483,"body":"And I think that's the important"},{"speaker":"Galen Low","startTime":1652.653,"endTime":1655.483,"body":"bit is that it might seem like"},{"speaker":"Galen Low","startTime":1655.483,"endTime":1659.103,"body":"you've created work for somebody"},{"speaker":"Galen Low","startTime":1655.483,"endTime":1659.103,"body":"by requesting this, but in"},{"speaker":"Galen Low","startTime":1659.103,"endTime":1662.293,"body":"the end it does net out as a"},{"speaker":"Galen Low","startTime":1659.103,"endTime":1662.293,"body":"benefit for people, for the"},{"speaker":"Galen Low","startTime":1662.293,"endTime":1665.633,"body":"business, just for clarity in"},{"speaker":"Galen Low","startTime":1662.293,"endTime":1665.633,"body":"the relationships as a forcing"},{"speaker":"Galen Low","startTime":1665.633,"endTime":1668.843,"body":"function for maturing a business"},{"speaker":"Galen Low","startTime":1665.633,"endTime":1668.843,"body":"for lack of a better word."},{"speaker":"Galen Low","startTime":1668.863,"endTime":1671.193,"body":"Not to say that the thing that"},{"speaker":"Galen Low","startTime":1668.863,"endTime":1671.193,"body":"pushes a business forward is"},{"speaker":"Galen Low","startTime":1671.193,"endTime":1675.513,"body":"to have toxic clients, but"},{"speaker":"Galen Low","startTime":1671.193,"endTime":1675.513,"body":"certainly considering some of"},{"speaker":"Galen Low","startTime":1675.513,"endTime":1678.173,"body":"these SOPs, whether they've"},{"speaker":"Galen Low","startTime":1675.513,"endTime":1678.173,"body":"happened in the past a lot"},{"speaker":"Galen Low","startTime":1678.173,"endTime":1680.883,"body":"or not, just having a way"},{"speaker":"Galen Low","startTime":1678.173,"endTime":1680.883,"body":"to deal with these things"},{"speaker":"Galen Low","startTime":1680.893,"endTime":1682.153,"body":"that do happen in business."},{"speaker":"Melissa Morris","startTime":1682.598,"endTime":1683.248,"body":"Absolutely."},{"speaker":"Melissa Morris","startTime":1683.248,"endTime":1685.988,"body":"And that might even just look"},{"speaker":"Melissa Morris","startTime":1683.248,"endTime":1685.988,"body":"like here are the emails I"},{"speaker":"Melissa Morris","startTime":1686.008,"endTime":1689.9279999999999,"body":"sent when I'm following up and"},{"speaker":"Melissa Morris","startTime":1686.008,"endTime":1689.9279999999999,"body":"checking in and they missed"},{"speaker":"Melissa Morris","startTime":1689.9279999999999,"endTime":1694.278,"body":"the deadline every time and"},{"speaker":"Melissa Morris","startTime":1689.9279999999999,"endTime":1694.278,"body":"designers mad at me and the"},{"speaker":"Melissa Morris","startTime":1694.278,"endTime":1697.498,"body":"copywriters mad at me and things"},{"speaker":"Melissa Morris","startTime":1694.278,"endTime":1697.498,"body":"are happening last minute."},{"speaker":"Melissa Morris","startTime":1697.878,"endTime":1700.208,"body":"What should I change in these"},{"speaker":"Melissa Morris","startTime":1697.878,"endTime":1700.208,"body":"emails to be more clear?"},{"speaker":"Melissa Morris","startTime":1700.4479999999999,"endTime":1701.648,"body":"Maybe I'm just not seeing it."},{"speaker":"Melissa Morris","startTime":1701.658,"endTime":1703.388,"body":"Maybe I think I'm"},{"speaker":"Melissa Morris","startTime":1701.658,"endTime":1703.388,"body":"being really clear."},{"speaker":"Melissa Morris","startTime":1703.6879999999999,"endTime":1704.408,"body":"Let me know."},{"speaker":"Melissa Morris","startTime":1704.458,"endTime":1706.298,"body":"This is the process"},{"speaker":"Melissa Morris","startTime":1704.458,"endTime":1706.298,"body":"I've been following."},{"speaker":"Melissa Morris","startTime":1706.298,"endTime":1707.338,"body":"I send this email."},{"speaker":"Melissa Morris","startTime":1707.338,"endTime":1708.1779999999999,"body":"I wait two days."},{"speaker":"Melissa Morris","startTime":1708.1779999999999,"endTime":1709.248,"body":"I send this email."},{"speaker":"Melissa Morris","startTime":1709.248,"endTime":1710.408,"body":"I send these reminders."},{"speaker":"Melissa Morris","startTime":1710.738,"endTime":1713.6879999999999,"body":"Where am I missing"},{"speaker":"Melissa Morris","startTime":1710.738,"endTime":1713.6879999999999,"body":"the mark here?"},{"speaker":"Melissa Morris","startTime":1714.048,"endTime":1716.298,"body":"And then that's a good"},{"speaker":"Melissa Morris","startTime":1714.048,"endTime":1716.298,"body":"opportunity for them to"},{"speaker":"Melissa Morris","startTime":1716.318,"endTime":1718.808,"body":"look and, Oh, you've even"},{"speaker":"Melissa Morris","startTime":1716.318,"endTime":1718.808,"body":"given us the process."},{"speaker":"Melissa Morris","startTime":1719.523,"endTime":1721.643,"body":"Oh, here's where actually"},{"speaker":"Melissa Morris","startTime":1719.523,"endTime":1721.643,"body":"you're not really clear."},{"speaker":"Melissa Morris","startTime":1721.643,"endTime":1724.633,"body":"I'm reading this a completely"},{"speaker":"Melissa Morris","startTime":1721.643,"endTime":1724.633,"body":"different way, or it really"},{"speaker":"Melissa Morris","startTime":1724.633,"endTime":1727.333,"body":"might start to shine a light"},{"speaker":"Melissa Morris","startTime":1724.633,"endTime":1727.333,"body":"and say, Oh, you're not just"},{"speaker":"Melissa Morris","startTime":1727.363,"endTime":1728.393,"body":"being a squeaky wheelie."},{"speaker":"Melissa Morris","startTime":1728.393,"endTime":1729.453,"body":"This client sucks."},{"speaker":"Melissa Morris","startTime":1729.503,"endTime":1730.693,"body":"What are we going"},{"speaker":"Melissa Morris","startTime":1729.503,"endTime":1730.693,"body":"to do about it?"},{"speaker":"Galen Low","startTime":1730.853,"endTime":1732.8229999999999,"body":"It is the"},{"speaker":"Galen Low","startTime":1730.853,"endTime":1732.8229999999999,"body":"escalation, but it's also"},{"speaker":"Galen Low","startTime":1732.903,"endTime":1735.043,"body":"asking for feedback and that"},{"speaker":"Galen Low","startTime":1732.903,"endTime":1735.043,"body":"due diligence that we talked"},{"speaker":"Galen Low","startTime":1735.043,"endTime":1737.283,"body":"about, where it's are we doing"},{"speaker":"Galen Low","startTime":1735.043,"endTime":1737.283,"body":"everything we can to make"},{"speaker":"Galen Low","startTime":1737.433,"endTime":1738.3129999999999,"body":"this a good relationship?"},{"speaker":"Galen Low","startTime":1738.658,"endTime":1740.208,"body":"And if it's still not"},{"speaker":"Galen Low","startTime":1738.658,"endTime":1740.208,"body":"worth it, when the data"},{"speaker":"Galen Low","startTime":1740.208,"endTime":1742.458,"body":"shows that it's not worth"},{"speaker":"Galen Low","startTime":1740.208,"endTime":1742.458,"body":"it, let's have a pathway"},{"speaker":"Galen Low","startTime":1742.478,"endTime":1743.368,"body":"to do something about it."},{"speaker":"Melissa Morris","startTime":1743.668,"endTime":1744.468,"body":"Absolutely."},{"speaker":"Melissa Morris","startTime":1744.528,"endTime":1745.148,"body":"Absolutely."},{"speaker":"Melissa Morris","startTime":1745.458,"endTime":1747.288,"body":"And it all comes back"},{"speaker":"Melissa Morris","startTime":1745.458,"endTime":1747.288,"body":"to processes, right?"},{"speaker":"Melissa Morris","startTime":1747.498,"endTime":1750.838,"body":"I think clarity and a process"},{"speaker":"Melissa Morris","startTime":1747.498,"endTime":1750.838,"body":"for handling it, I think is the"},{"speaker":"Melissa Morris","startTime":1750.838,"endTime":1755.308,"body":"biggest takeaway here because it"},{"speaker":"Melissa Morris","startTime":1750.838,"endTime":1755.308,"body":"is, it's not an easy decision."},{"speaker":"Melissa Morris","startTime":1755.538,"endTime":1758.238,"body":"We spent a whole episode"},{"speaker":"Melissa Morris","startTime":1755.538,"endTime":1758.238,"body":"talking about how important"},{"speaker":"Melissa Morris","startTime":1758.248,"endTime":1761.108,"body":"your clients are, nurturing"},{"speaker":"Melissa Morris","startTime":1758.248,"endTime":1761.108,"body":"those relationships."},{"speaker":"Melissa Morris","startTime":1761.618,"endTime":1763.9279999999999,"body":"And so it's not something"},{"speaker":"Melissa Morris","startTime":1761.618,"endTime":1763.9279999999999,"body":"we want to do willy nilly,"},{"speaker":"Melissa Morris","startTime":1763.9279999999999,"endTime":1767.158,"body":"but it is important to"},{"speaker":"Melissa Morris","startTime":1763.9279999999999,"endTime":1767.158,"body":"recognize that sometimes"},{"speaker":"Melissa Morris","startTime":1767.418,"endTime":1769.088,"body":"it's just a bad client."},{"speaker":"Melissa Morris","startTime":1769.493,"endTime":1770.253,"body":"It's not me."},{"speaker":"Melissa Morris","startTime":1770.253,"endTime":1770.873,"body":"It's you."},{"speaker":"Melissa Morris","startTime":1771.5729999999999,"endTime":1772.393,"body":"You got to go."},{"speaker":"Melissa Morris","startTime":1772.393,"endTime":1773.783,"body":"It's you."},{"speaker":"Melissa Morris","startTime":1774.483,"endTime":1779.033,"body":"But we want to be careful"},{"speaker":"Melissa Morris","startTime":1774.483,"endTime":1779.033,"body":"because it does impact revenue."},{"speaker":"Melissa Morris","startTime":1779.103,"endTime":1780.713,"body":"It does impact our team."},{"speaker":"Melissa Morris","startTime":1781.233,"endTime":1783.533,"body":"It could have a lot"},{"speaker":"Melissa Morris","startTime":1781.233,"endTime":1783.533,"body":"of ripple effects."},{"speaker":"Melissa Morris","startTime":1783.543,"endTime":1785.273,"body":"So we never want to take"},{"speaker":"Melissa Morris","startTime":1783.543,"endTime":1785.273,"body":"that decision lightly."},{"speaker":"Melissa Morris","startTime":1785.273,"endTime":1787.583,"body":"And I just think the more"},{"speaker":"Melissa Morris","startTime":1785.273,"endTime":1787.583,"body":"processes we have in place,"},{"speaker":"Melissa Morris","startTime":1787.843,"endTime":1791.498,"body":"the more we're focusing on"},{"speaker":"Melissa Morris","startTime":1787.843,"endTime":1791.498,"body":"the facts, and the more we're"},{"speaker":"Melissa Morris","startTime":1791.518,"endTime":1794.578,"body":"addressing things sooner"},{"speaker":"Melissa Morris","startTime":1791.518,"endTime":1794.578,"body":"rather than later, the better"},{"speaker":"Melissa Morris","startTime":1794.578,"endTime":1795.558,"body":"off that we're going to be."},{"speaker":"Galen Low","startTime":1795.788,"endTime":1796.298,"body":"I love that."},{"speaker":"Galen Low","startTime":1796.458,"endTime":1798.838,"body":"And for anyone who realizes"},{"speaker":"Galen Low","startTime":1796.458,"endTime":1798.838,"body":"that they need to do that"},{"speaker":"Galen Low","startTime":1798.838,"endTime":1800.558,"body":"in their business, I think"},{"speaker":"Galen Low","startTime":1798.838,"endTime":1800.558,"body":"you've just given them"},{"speaker":"Galen Low","startTime":1800.558,"endTime":1801.718,"body":"a pretty good ad start."},{"speaker":"Galen Low","startTime":1803.558,"endTime":1803.888,"body":"Awesome."},{"speaker":"Galen Low","startTime":1803.908,"endTime":1806.048,"body":"Melissa, thank you so much"},{"speaker":"Galen Low","startTime":1803.908,"endTime":1806.048,"body":"for joining me again today."},{"speaker":"Galen Low","startTime":1806.048,"endTime":1807.118,"body":"I loved our discussion."},{"speaker":"Galen Low","startTime":1807.408,"endTime":1807.9479999999999,"body":"You're right."},{"speaker":"Galen Low","startTime":1807.9479999999999,"endTime":1809.298,"body":"We can always come"},{"speaker":"Galen Low","startTime":1807.9479999999999,"endTime":1809.298,"body":"up with topics."},{"speaker":"Galen Low","startTime":1809.568,"endTime":1810.898,"body":"We'd love to have"},{"speaker":"Galen Low","startTime":1809.568,"endTime":1810.898,"body":"you back on the show."},{"speaker":"Melissa Morris","startTime":1811.238,"endTime":1811.968,"body":"Anytime."},{"speaker":"Melissa Morris","startTime":1812.308,"endTime":1813.808,"body":"We could talk all"},{"speaker":"Melissa Morris","startTime":1812.308,"endTime":1813.808,"body":"day, I'm pretty sure."},{"speaker":"Melissa Morris","startTime":1814.378,"endTime":1814.988,"body":"We're both talkers."},{"speaker":"Galen Low","startTime":1815.268,"endTime":1817.258,"body":"We're gonna"},{"speaker":"Galen Low","startTime":1815.268,"endTime":1817.258,"body":"stop recording and then"},{"speaker":"Galen Low","startTime":1817.258,"endTime":1819.258,"body":"probably keep talking for"},{"speaker":"Galen Low","startTime":1817.258,"endTime":1819.258,"body":"three and a half hours."},{"speaker":"Melissa Morris","startTime":1819.258,"endTime":1820.028,"body":"It's"},{"speaker":"Melissa Morris","startTime":1819.258,"endTime":1820.028,"body":"possible, it's possible."},{"speaker":"Galen Low","startTime":1822.588,"endTime":1823.838,"body":"Alright"},{"speaker":"Galen Low","startTime":1822.588,"endTime":1823.838,"body":"folks, there you have it."},{"speaker":"Galen Low","startTime":1824.008,"endTime":1826.148,"body":"As always, if you'd like to"},{"speaker":"Galen Low","startTime":1824.008,"endTime":1826.148,"body":"join the conversation with"},{"speaker":"Galen Low","startTime":1826.148,"endTime":1828.498,"body":"over a thousand like-minded"},{"speaker":"Galen Low","startTime":1826.148,"endTime":1828.498,"body":"project management champions,"},{"speaker":"Galen Low","startTime":1828.798,"endTime":1829.828,"body":"come join our collective!"},{"speaker":"Galen Low","startTime":1830.098,"endTime":1833.218,"body":"Head on over to"},{"speaker":"Galen Low","startTime":1830.098,"endTime":1833.218,"body":"thedpm.com/membership"},{"speaker":"Galen Low","startTime":1833.238,"endTime":1833.828,"body":"to learn more."},{"speaker":"Galen Low","startTime":1834.228,"endTime":1836.158,"body":"And if you like what you"},{"speaker":"Galen Low","startTime":1834.228,"endTime":1836.158,"body":"heard today, please subscribe"},{"speaker":"Galen Low","startTime":1836.158,"endTime":1838.828,"body":"and stay in touch on"},{"speaker":"Galen Low","startTime":1836.158,"endTime":1838.828,"body":"thedigitalprojectmanager.com."},{"speaker":"Galen Low","startTime":1839.328,"endTime":1841.133,"body":"Until next time,"},{"speaker":"Galen Low","startTime":1839.328,"endTime":1841.133,"body":"thanks for listening."}]}