Catch clients and keep them!

Here's the scenario: you've built a great portfolio of long-standing clients that - while you're building new relationships and pitching for fresh commissions - you want to hang on to. Existing client relationships need continual massaging, so don't fall into the trap of thinking that repeat work is guaranteed. "You need to over-deliver," says Jean-Marie Orhan, MD of London agency Praline when asked about her studio's approach to its existing accounts. "We always aim to go beyond the basics and make sure there is added value and added effectiveness which our clients didn't ask for and maybe didn't expect."

Praline has created an enviable portfolio of long-standing clients that includes architects, property developers, sustainable energy consultancies and art galleries. According to Orhan, the secret is to be more than a design agency:

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