Happier People, Happier Clients: Listening Your Way to Growth
In the high-intensity world of agency life, connection often gets lost in the rush to deliver. We focus on the pitch, the sprint, and the deadline, but we frequently overlook the most fundamental element of a successful partnership: listening.
Remeny Armitage, Founder of Brilliant & Human, argues that listening isn’t just a "nice to have" communication skill—it is a leadership discipline and a strategic advantage. When teams and clients feel unheard, trust erodes and burnout rises. When they feel understood, they become loyal partners in your growth.
The Hidden Cost of "Patchy" Communication
Remeny shares a common agency scenario: a firm with a strong client list begins losing accounts despite doing "good work." The culprit? Clients felt ignored. Small requests were missed, and communication felt transactional. Internally, teams were too overwhelmed to raise capacity issues, creating a cycle of frustration.
The turning point for this agency wasn't a new tool or a creative overhaul—it was listening. By uncovering the truth that smaller clients felt deprioritized, leadership was able to appoint dedicated support, immediately stabilizing revenue and reducing team stress.
The Agency–Client Gap
Through her Agency–Client Benchmark Report, Remeny discovered a significant disconnect:
50% of agency leaders admit communication could be improved.
Lack of proactivity is the #1 source of client frustration.
Clients aren't just looking for an agency that "talks"; they want one that uncovers the uncomfortable truths and has the courage to act on them.
The Strategic Power of Being Human
Listening doesn't just fix problems; it reveals opportunities. Remeny recounts an agency that redesigned its onboarding and trained its team in deep listening. A year later, the original complaints vanished, replaced by client requests for a new strategic service the agency hadn't previously offered. That single service eventually accounted for 40% of the agency’s total profit.
How to Build a Listening Culture
Stop Assuming; Ask: Don't rely on gut instinct regarding team satisfaction or client priorities.
Make Space for Feedback: Regular, safe, and honest one-on-ones are essential.
Act on Insight: Show your team and clients that their input leads to visible change.
Train Your Team: Listening is a skill that can be developed, particularly for project managers and client leads.
"Listening isn't a soft skill. It's a strategic superpower that transforms transactional relationships into partnerships built on trust."
Get Ready for the 2026 Agency Growth Book
We are currently preparing the 2026 Edition of The Agency Growth Book, featuring all-new strategies for the year ahead. Please download our existing versions and follow us or register for our newsletter to get updates first.
