Thanks for the kindness!

Such insightful questions. I appreciate you taking the time to ask.

First, we defined that the revision limits are set in stone. If a client want more revisions, there is a set fee stipulated in the agreement and the account manager will deal with those discussions. Every client is also verbally made aware of that.

Next, we defined what success means in our agency and how we measure it to clear out any misconceptions on what behavior will and will not get you there.

I personally explained to Katie and the rest of the team that if a client ever steps even slightly out of line, the account manager will take control of all communication and act as a relay. My door is also always open in case she needs guidance.

Personal phone numbers stay private. All communication is to go through official channels.

In case of an abusive client, we have adopted a zero abuse policy to discontinue any work with any client that treats an employee with disrespect no matter how big or small the client is.

It is the first time I’ve handled a situation like this, if you have any ideas on how I could do better, please let me know.