Client-facing retrospectives are one of the most effective — yet underused — tools for strengthening agency–client relationships. Instead of waiting until the end of a project when it’s too late to influence outcomes, frequent retros help both teams reflect, adjust, and realign every few weeks. By creating a safe space for honest conversation, agencies build trust, improve collaboration, and keep work moving toward shared outcomes. Done well, retros become a lightweight habit that drives better work, stronger relationships, and higher-performing teams.

When an agency’s operating model stops supporting its strategy, performance problems quickly appear across financials, quality, culture, and client satisfaction. These issues aren’t random — they’re signals that the current model no longer meets the needs of your clients or your employees. By redesigning structure, leadership behaviors, and ways of working, agencies can turn aspirational tension into fuel for transformation. This post outlines how to recognize the symptoms and begin reshaping your operating model for healthier, more sustainable performance.