The Hidden Cost of Avoiding Tough Client Conversations

Ask any agency founder where a lot of their problems start and you'll

typically here - "We didn't handle that conversation well."

Maybe it was a pricing increase that fell flat. Or scope creep that nobody

wanted to address head-on. Perhaps a client who suddenly went radio

silent after your pitch, or that piece of difficult feedback that sent your

team into damage control mode.

Each awkward conversation chips away at trust, eats into your margins,

and slowly erodes your team's confidence.

The Reality: Most Teams Dodge the Hard

Conversations

You probably already know this first-hand. Maybe you're still handling all the

tough conversations yourself. Or maybe you've noticed your team tends to

hesitate when they should push back, soften their message when it needs

to be direct, or get visibly nervous during renewal talks and negotiations.

They might struggle to ask for referrals or spot upselling opportunities. And

when they're dealing with a client who has a completely different

communication style? Forget about it.

These are smart, capable people but communication isn't something

you're just born knowing how to do well, particularly when most

communication is done behind a screen. It's a skill that needs practice,

especially when stakes are high and emotions are running hot.

Why Role Play Falls Short (Even Though It Should

Work)

Have you ever tried training via role play?

It's painfully awkward. Someone always ends up playing an over-the-top,

unrealistic client, or they clam up and it all ends up feeling awkward. The

scenarios feel nothing like the conversations that happen in real life. Your

team would rather skip the whole exercise than risk looking silly.

So what do you do? You cross your fingers that the real conversations go

smoothly. Spoiler alert: they usually don't.

What It's Really Costing You

When your team isn't ready for challenging conversations, the price tag

adds up quickly. Poor feedback management leads to unhappy clients.

Unchecked scope creep destroys your margins. New business

opportunities slip through your fingers because nobody asked the right

follow-up questions.

Misunderstandings spiral out of control when people can't bridge different

communication styles. And what ends up happening… you get pulled into

clean up the mess.

None of this happens because your team doesn't care, it's simply a skill

gap that won't close itself with theory alone.

What If There Was a Better Way?

Imagine if your team could practice these conversations in a safe space

before it actually mattered. What if they could build confidence

negotiating pricing, handling pushback with clarity, or onboarding new

clients with real authority?

What if they could learn to read different personality types and adapt their

approach accordingly? And what if none of this required you to run

awkward role plays or write endless scripts?

Meet Feedback Frankie

That's exactly why I created Feedback Frankie an AI training companion

built specifically for agency teams who need to get better at the

conversations that matter most.

After 20+ years of leading client relationships, I've seen the same patterns

over and over. Frankie captures those real-world scenarios and gives your

team a judgment-free space to practice, get instant feedback and build

genuine confidence.

Each month, your team gets a new, realistic client scenario to work

through, plus access to an AI role play partner that feels natural to use.

Want to Try It?

I'm currently offering beta access to founders who want to test Frankie with

their teams. Use code BETA30FREE for your first month free and help shape

the product as we continue developing it.

Sign up here.

Here's the Bottom Line

If you've ever found yourself thinking, "My team just needs to be more

confident in those conversations," then this might be exactly what you're

looking for.

No more awkward role plays. No more heavy lifting from you. Just better

conversations that lead to better outcomes for everyone.