EP105: Saving the Client–Agency Relationship | Nigel Sarbutts | Structured Mediation

In this episode of Small Spark Theory, we're continuing our exploration of the true value of client relationships, but this time, we're asking: what happens when things go wrong?

I'm joined by Nigel Sarbutts, former agency MD and founder of Structured Mediation, who now specialises in resolving disputes in the PR, comms and broader creative industries. Drawing on his years on both the agency and client side, as well as his PR Cavalry talent platform, Nigel explains why so many client–agency relationships unravel, how mediation really works, and what agencies can do to prevent small niggles becoming business-critical breakdowns.

If you've ever worried about a key client going wobbly, tolerated a "toxic" relationship for too long, or wondered when it's time to walk away, this conversation is for you.

In this episode, we discuss:

• Why client–agency relationships break down

• What mediation really is (and isn't)

• Typical timeframes and outcomes

• When to fight for the relationship – and when to walk away

• Prevention: how agencies can spot trouble earlier

• Client listening and audits

• The overlap between mediation and great account handling

Of course, we'll be giving away a copy of Nigel's recommended read: Leading with Questions by Michael Marquardt. Simply join the conversation on LinkedIn using #smallsparktheory for a chance to win.

Also mentioned in this episode:

A More Beautiful Question by Warren Berger

Creative People Must Be Stopped: Six Ways We Kill Innovation by David A. Owens