What is Excellence in Client Service?

EICS is a unique client service coaching and mentoring program designed to support, service, and grow your team’s CS know-how. Delivering value to you, your business, your clients, and your team. From understanding the importance of relationships through to developing strong negotiation skills, EICS achieves this by focusing in on four key areas:

1. Clients

Best in class client management; strategic communication, negotiation, persuasion, selling in ideas, resolving client issues and developing strong client relationships.

2. Projects

Efficient project management; communication, timings, organisation, priority management, risk management, ways of working and project wash ups.

3. Accounts

Account management; budget tracking, retainer negotiation, forecasting, reporting, problem solving, pitching and developing Account /Business plans. 

4. Teams

Team management; team career development, managing difficult conversations, yearly reviews, culture, how to manage upwards and downwards.

There is a crisis in client services.

Agencies today are under increasing pressure to deliver more for less. From a fragmented media landscape to the AI revolution, clients are reducing spend and curtailing retainers while procurement interrogate and negotiate over every pound and penny with every new scope. As a result of all this, 2025 saw the first global headcount reduction (-1.6%) since the post-pandemic rebuild. 

And let’s be honest, senior agency network talent is expensive! And  junior-to-mid client service teams are finding themselves more and more stretched to deliver work often without the senior support, mentorship and guidance they so desperately need.

To thrive in 2025 and beyond, agencies need their client services team firing on all cylinders - across every brief - growing business, keeping clients in the business, and nurturing relationships so that new business walks in the door instead of being chased out of it. 

This is why we believe excellence in client service has never been more important.