When I worked in corporate communications for a Fortune 500 company.  One of the first things I learned was that everyone was extremely unhappy with our long-time PR firm.  Even though the agency consistently delivered what we asked for and had placed a full-time person in our offices to ensure timely service. My colleagues complained consistently and specifically about the agency’s performance, and never once said a word to anyone at the agency about what they were doing wrong.  When I finally asked why they didn’t direct their complaints to agency management my peer said quite sincerely “What’s the point of telling them?”

Unfortunately this is all too common in agency/client relationships. Many people naturally avoid conflict and giving others bad news, especially people they like.  In addition, many clients feel that speaking up won't make any difference. Creating an environment where your clients feel free to give you negative feedback is crucial to creating a lasting relationship. Another important step is acting in a visible way once you have input from your client.  Make sure they feel there is a benefit to telling you what you are doing wrong.