Over the years, we’ve had the privilege of working with countless clients, helping them grow and achieve incredible results. One, in particular, stood out—a long-term partnership spanning five years. Their growth was a source of pride for us, and as they flourished, we scaled our resources to match their expanding needs. This client eventually accounted for over 35% of our annual service revenue, a significant percentage but one we believed was a testament to our shared success.
Then came the unexpected. What we thought was a casual happy hour turned into a game-changing conversation. Sitting across the table, our client informed us they’d decided to bring their marketing efforts entirely in-house. They made it clear this was about their economics and not a reflection of dissatisfaction with our service or results—a small relief amidst the shock. While they valued our role in their journey, moving forward, our work would only continue on a project basis. They gave us a 60-day window to transition.
I walked out of that meeting with my head spinning. The math was sobering—a sudden 35% hit to revenue. Anxiety set in as I thought about the implications: How would we fill that gap? Could we retain our team? What would this mean for the other clients depending on us?
As my business partner and I regrouped, we wrestled with how to share the news with our team without sowing panic. Ultimately, we realized the best option was the most straightforward: transparency. We gathered our team and laid out the situation as it was. No sugarcoating. No spin. Just the truth. We didn’t hide our uncertainty or fear but instead shared our commitment to finding a way forward—together.
To my surprise, the team didn’t spiral. Instead, they rallied. What could’ve been a crushing conversation turned into a brainstorming session. Challenges were acknowledged, but the focus quickly shifted to solutions. Ideas flowed, strategies formed, and a collective determination took root.
In the end, we not only made up for the revenue loss but actually grew. Reflecting on that turbulent time, I’m convinced we couldn’t have achieved this without openness and trust. By being honest about our fears and enlisting the team’s creativity and resilience, we turned what could’ve been a disaster into an opportunity for growth.
If there’s one lesson from this experience, it’s this: Transparency fosters trust, and trust fuels innovation and strength. As leaders, we may not always have all the answers, but when we’re honest with our teams and invite them into the process, incredible things can happen. It’s a lesson I’ll carry with me forever.