How to Create a Policy and Process for Ending Toxic Client Relationships

The Digital Project Manager

Player FM - Internet Radio Done Right

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Project Management

اضافه شده در seven سال پیش

محتوای ارائه شده توسط Galen Low and Kelsey Alpaio, Galen Low, and Kelsey Alpaio. تمام محتوای پادکست شامل قسمت‌ها، گرافیک‌ها و توضیحات پادکست مستقیماً توسط Galen Low and Kelsey Alpaio, Galen Low, and Kelsey Alpaio یا شریک پلتفرم پادکست آن‌ها آپلود و ارائه می‌شوند. اگر فکر می‌کنید شخصی بدون اجازه شما از اثر دارای حق نسخه‌برداری شما استفاده می‌کند، می‌توانید روندی که در اینجا شرح داده شده است را دنبال کنید.https://fa.player.fm/legal

All About Change

1
Gene Baur: Confronting the Morality of Factory Farming 28:16

15 روز پیش28:16

پخش در آینده

لیست ها

پسندیدن

دوست داشته شد

28:16

Gene Baur is the founder of Farm Sanctuary, a place of rescue, refuge, and adoption for hundreds of farm animals each year. Farm Sanctuary shelters enable visitors to connect with farm animals as emotional, intelligent individuals. Gene has also led campaigns to change laws about animal treatment and taken undercover photographs of farms, stockyards, and slaughterhouses, documenting deplorable conditions. His pictures and videos exposing factory farming cruelties have aired nationally and internationally, educating millions about the plight of modern farm animals, and his rescue work inspired an international farm sanctuary movement. Once called “the conscience of the food movement” by Time magazine, Gene walks the walk and talks the talk when it comes to food and animal rights. Jay and Gene discuss the political and cultural steps that will bring about the end of factory farming and a healthier approach to animals and food. Today's episode was produced by Tani Levitt and Mijon Zulu. To check out more episodes or to learn more about the show, you can visit our website Allaboutchangepodcast.com. If you like our show, spread the word, tell a friend or family member, or leave us a review on your favorite podcasting app. We really appreciate it. All About Change is produced by the Ruderman Family Foundation. Episode Chapters 0:00 Intro 1:05 The state of veganism 6:18 Cultural shifts around factory farming and veganism 14:58 Gene’s three paths of activism 17:44 Gene’s legislative successes 22:25 Accepting people where they are in their journeys 25:36 Thank you and goodbye For video episodes, watch on www.youtube.com/@therudermanfamilyfoundation Stay in touch: X: @JayRuderman | @RudermanFdn LinkedIn: Jay Ruderman | Ruderman Family Foundation Instagram: All About Change Podcast | Ruderman Family Foundation To learn more about the podcast, visit https://allaboutchangepodcast.com/ Looking for more insights into the world of activism? Be sure to check out Jay’s brand new book, Find Your Fight , in which Jay teaches the next generation of activists and advocates how to step up and bring about lasting change. You can find Find Your Fight wherever you buy your books, and you can learn more about it at ⁠⁠⁠⁠⁠www.jayruderman.com⁠⁠⁠⁠⁠ .…

حدود یک سال پیش 31:13

MP3•خانه قسمت

Dealing with a toxic client can drain your team, hurt your business, and feel impossible to escape. But what if the problem isn’t you—it’s them? If you’re stuck in a difficult client relationship and unsure what to do next, this episode is for you.

Host Galen Low is joined by agency expert Melissa Morris to discuss when and how to fire a client, along with strategies for protecting your team and business. Tune in to learn how to navigate tough client dynamics and set your agency up for success.

Resources from this episode:

Join DPM Membership
Subscribe to the newsletter to get our latest articles and podcasts
Connect with Melissa on LinkedIn
Check out Agency Authority
Book a free discovery call with Melissa

فصل ها

1. How to Create a Policy and Process for Ending Toxic Client Relationships (00:00:00)

2. When and How to Fire a Client (00:03:16)

3. Managing Difficult Clients (00:07:17)

4. Spotting a Toxic Client (00:11:43)

5. Handling Toxic Clients with Facts and Processes (00:15:11)

6. Creating a Client Communication SOP (00:20:11)

7. How to Handle a Toxic Client When You Can’t Fire Them (00:25:49)

209 قسمت

#Project Management #Tech #Business #Leadership #Agile #Careers #Podcasting Education #Galen Low - The Digital Project Manager #Digital Project Manager #Project #Productivity #Operating Systems #Agency #Delivery

How to Create a Policy and Process for Ending Toxic Client Relationships

The Digital Project Manager

169 subscribers

published حدود یک سال پیش

اشتراک گذاری

MP3•خانه قسمت

Resources from this episode:

Join DPM Membership
Subscribe to the newsletter to get our latest articles and podcasts
Connect with Melissa on LinkedIn
Check out Agency Authority
Book a free discovery call with Melissa

فصل ها

1. How to Create a Policy and Process for Ending Toxic Client Relationships (00:00:00)

2. When and How to Fire a Client (00:03:16)

3. Managing Difficult Clients (00:07:17)

4. Spotting a Toxic Client (00:11:43)

5. Handling Toxic Clients with Facts and Processes (00:15:11)

6. Creating a Client Communication SOP (00:20:11)

7. How to Handle a Toxic Client When You Can’t Fire Them (00:25:49)

209 قسمت

همه قسمت ها

1
Beyond the Billable Hour: How AI Is Making Time & Materials Irrelevant 55:39

۵ روز پیش55:39

55:39

In this episode, Galen Low sits down with Brian Kessman of Lodestar Agency Consulting to tackle a big question: is AI finally the deathblow to billable hours? Brian argues yes—and not because AI “broke” the model, but because it’s exposed just how misaligned hourly billing has always been with the real value agencies deliver. Instead of rewarding efficiency and innovation, time-based pricing incentivizes dragging things out and commoditizes expertise. The real shift, Brian says, isn’t just about swapping billing methods—it’s about fundamentally rethinking what you sell, how you position it, and how you prove its impact. They dig into the Agency Value Model—a framework for moving from selling time to selling outcomes. Brian explains how to define your best-fit clients, identify their high-value problems, and design structured solutions that command higher prices while delivering measurable impact. Along the way, they unpack how to navigate the “race to the bottom” fueled by AI, nearshoring, and automation; why confidence in your positioning can help you turn away misaligned clients; and how to operationalize repeatable, scalable value delivery without falling back into chaos. Resources from this episode: Join DPM Membership Subscribe to the newsletter to get our latest articles and podcasts Connect with Brian on LinkedIn Check out Lodestar Agency Consulting Value Model Assessment Agencies building business models around AI offerings: Go Supergood — an AI-native creative agency Silverside.ai — an AI innovation lab Skeptic™ by Known — uses machine learning and artificial intelligence to deploy rapid scientific experimentation and persistent optimization Jellyfish — social media AI agents Magnolia by Newfangled — is an AI-powered strategic planner Content Symphony…

1
How Can We Lead Creative Projects Now That AI Has Entered The Chat? 38:19

14 روز پیش38:19

38:19

AI is transforming the creative workflow—but not in the ways we first expected. In this conversation with Galen Low, creative and PM leaders Sara Fisher, Sara Doubleday, and Greg Storey talk through the practical and philosophical implications of AI’s growing role in creative work. This isn’t about flashy tools or end-to-end automation. It’s about realigning how teams work, communicate value, and preserve the human essence in their process. From misinformed client expectations to the strategic reframing of creative outputs, the panel explores how project leaders and creatives can use AI to amplify their strengths rather than replace them. Spoiler: there’s still no shortcut for trust, authenticity, or thoughtful strategy. Resources from this episode: Join DPM Membership Subscribe to the newsletter to get our latest articles and podcasts Connect with Sara Fisher , Sara Doubleday , and Greg Storey on LinkedIn Check out Vye and Seer Interactive Check out Greg’s book – “ Creative Intelligence: Don’t Ask AI, Think With AI ”…

1
The Retro: Designing Your PM Career for More Pay and Purpose 48:14

26 روز پیش48:14

48:14

Navigating a career in project management today means wrestling with more than just Gantt charts and stakeholder standups—it means making high-stakes decisions about your salary, your specialization, and what brings you meaning at work. In this panel episode, Kelsey Alpaio brings together PM thought leaders Ben Chan, Mackenzie Dysart, and Elizabeth Harrin for a candid conversation on how to design your PM career with both pay and purpose in mind. Together, they unpack fresh data from DPM’s 2025 Salary Guide and tackle some of the most pressing questions PMs are facing right now: Should you specialize or stay a generalist? When do certifications actually help? Is it ever too late to take control of your career? And how do you make confident moves when AI and automation are reshaping the role in real time? This is a jam-packed episode full of tactical tools, honest reflections, and grounded advice for anyone looking to take the reins of their project career. Resources from this episode: Join DPM Membership Subscribe to the newsletter to get our latest articles and podcasts Connect with Ben , Mackenzie , and Elizabeth on LinkedIn Check out Thoughtworks and Rebel’s Guide to Project Management Organized Chaos Café – Ben’s podcast Managing Multiple Projects – Elizabeth’s book…

1
The Retro: How to Negotiate a Raise as a PM (And Actually Get It) 45:27

۵ weeks پیش45:27

45:27

When it comes to getting paid what you’re worth, project managers in 2025 are facing a unique challenge: job switching no longer guarantees a big raise, and most PMs are staying put—even if they feel underpaid. So what now? In this episode, Kelsey Alpaio sits down with Mukhtar Kadiri, Pam Butkowski, and Elaina Martinez to talk real strategies for negotiating a raise where you are—with confidence, clarity, and without burning bridges. You’ll hear honest takes on why PMs feel undercompensated, how the market has shifted, and what leaders actually want to hear in raise conversations. From mapping your invisible impact to understanding company timing cycles and navigating tough “no’s,” this panel brings practical, actionable insights for anyone ready to make the ask—and get results. Resources from this episode: Join DPM Membership Subscribe to the newsletter to get our latest articles and podcasts Connect with Mukhtar , Pam , and Elaina on LinkedIn Check out WorkTipsPro and Horizontal Digital…

1
The Retro: How Great PMs Tackle Interview Curveballs 30:10

۶ weeks پیش30:10

30:10

Navigating job interviews as a project manager can feel like walking through a minefield of unpredictable questions. In this episode of The Retro, Kelsey sits down with Kayla Quijas—a senior PM and certified career coach—to unpack how to tackle curveball questions with poise and purpose. From candy bar hypotheticals to high-stakes stakeholder slip-ups, Kayla shares actionable frameworks that help PMs answer tough questions with clarity, honesty, and a whole lot of confidence. They dive deep into how interviews aren’t just about your resume—they’re about how you think, lead, and adapt under pressure. Whether you’re pivoting into PM from another field, trying to land your first role, or just looking to sharpen your interview game, this conversation offers the tools to prep smarter, answer authentically, and leave a lasting impression. Resources from this episode: Join DPM Membership Subscribe to the newsletter to get our latest articles and podcasts Connect with Kayla on LinkedIn Check out Kayla’s website…

1
AI Is Amazing. So Why Does It Still Suck for Project Managers? 19:29

۷ weeks پیش19:29

19:29

There’s no shortage of AI tools for project managers these days—and they can be pretty amazing. But using them? Often a frustrating, disjointed experience. In this episode, Galen Low is joined by Devin Mahoney, CEO and Co-founder of QTalo, to unpack why AI can feel more like a burden than a boost in our day-to-day project work, and how to fix that. They dive into how AI can truly serve project leaders: from cutting down on context switching to surfacing what actually matters, and building systems that fit into the real workflows of PMs. Devin also shares why privacy matters not just for compliance, but for preserving the creative space we need to do our best work. If you’ve ever felt like AI is both magical and maddening, this one’s for you. Resources from this episode: Join DPM Membership Subscribe to the newsletter to get our latest articles and podcasts Connect with Devin on LinkedIn Check out QTalo…

1
The Retro: Why Time Tracking Sucks (And How to Make it Suck Less) 49:19

۸ weeks پیش49:19

49:19

Why does time tracking suck—and what can we actually do about it? In this lively and deeply honest panel session, Kelsey Alpaio sits down with agency consultant Marcel Petitpas, PMO leader Kelly Vega, and project operations expert Matthew Fox to get to the root of why time tracking feels so broken. Together, they unpack not just the tactical challenges, but the deeper cultural and strategic dynamics that make time tracking feel like a chore (or worse, a surveillance tool). But this isn’t just a vent session—our panel brings clarity, practical advice, and a few hard truths to help you shift your mindset and your systems. From rethinking data accuracy and redefining utilization to making smarter tooling choices and harnessing AI (without falling for the hype), this conversation delivers actionable insight for PMs, leaders, and anyone in the messy middle of tracking work. Whether you’re tracking time for billing, planning, or just staying afloat, there’s something here to make it suck a little less—and maybe even become a tool for empowerment. Resources from this episode: Join DPM Membership Subscribe to the newsletter to get our latest articles and podcasts Connect with Kelly , Matthew , and Marcel on LinkedIn Check out Parakeeto…

1
How to Give Your New AI Tool or Process the Best Chance of Being Adopted 39:38

۹ weeks پیش39:38

39:38

Rolling out a new tool or process sounds simple—until you try it. In this episode, Galen Low sits down with Frances Odera Matthews, founder of The Notion Bar, to unpack why change management is so hard, even with the best intentions and the best tools. From shiny object syndrome to culture gaps, they explore why tool adoption often fails and what project leaders can do to set their teams up for long-term success. Frances shares practical insights from the front lines of Notion implementations, including how phased rollouts, internal champions, and intentional design can make or break adoption. They also dig into the cultural side of change—how open sharing, avoiding silos, and even acknowledging when to rip the band-aid off can help teams navigate tool fatigue and create lasting transformation. Resources from this episode: Join DPM Membership Subscribe to the newsletter to get our latest articles and podcasts Connect with Frances on LinkedIn Check out the Notion Bar , The Notion Zeitgeist newsletter, and the Coffee & Oysters podcast…

1
The Retro: The AI Skills That Will Future-proof Your Career 23:11

10 weeks پیش23:11

23:11

In this episode of The Digital Project Manager podcast, Kelsey Alpaio sits down with Oliver Yarbrough—founder of Not Your Father’s AI and a LinkedIn Learning instructor—to talk about the AI-driven future of project management. With automation creeping into every corner of our workflows, PMs are no longer just task managers; they're becoming AI operators, process optimizers, and digital workforce leaders. Oliver breaks down what PMs should be doing today to stay ahead: learning to communicate effectively with AI tools, mastering process optimization, and strengthening foundational PM skills. Whether you're just starting to explore AI tools or already dabbling in automation, this episode gives you a roadmap for evolving your skill set and redefining your value as a project manager in an increasingly digital workplace. Resources from this episode: Join DPM Membership Subscribe to the newsletter to get our latest articles and podcasts Connect with Oliver on LinkedIn Check out Not Your Father's A.I.…

1
How Project Managers Can Thrive In Evolving Agency Models 42:17

11 weeks پیش42:17

42:17

The agency world is undergoing major shifts, with evolving business models, leaner teams, and new demands on project leaders. While disruption can feel overwhelming, it also presents opportunities for growth—if you know how to adapt. As roles blur and responsibilities pile up, resilience and flexibility have never been more essential. Joining us is Harv Nagra, Head of Brand Communications at Scoro and host of The Handbook: Agency Ops podcast, to break down how operating models are changing and what project managers can do to stay ahead. From navigating uncertainty to leading with a growth mindset, this episode offers actionable insights for anyone facing rapid change in agency life. Resources from this episode: Join DPM Membership Subscribe to the newsletter to get our latest articles and podcasts Connect with Harv on LinkedIn Check out Scoro and The Handbook: Agency Ops podcast Range: Why Generalists Triumph in a Specialized World…

1
The Retro: How to Pass The PMP Exam Without Burning Out 31:45

12 weeks پیش31:45

31:45

We’re joined live by Crystal Richards, PMP trainer and founder of MindsparQ, to dive into everything you need to know about passing the challenging Project Management Professional (PMP) exam. With its high failure rate and tough reputation, the PMP remains a highly respected certification that can open significant career doors—but balancing exam prep with work and life can be daunting. Crystal shares practical strategies to help candidates navigate the exam process with clarity and confidence, drawing on her experience training project managers and her new book, PMP Exam Prep For Dummies. Whether you’re just starting your PMP journey or feeling overwhelmed, this conversation offers valuable tips to help you succeed. Resources from this episode: Join DPM Membership Subscribe to the newsletter to get our latest articles and podcasts Connect with Crystal on LinkedIn Check out MindsparQ…

1
How To Build A Career As A Fractional PM 51:56

13 weeks پیش51:56

51:56

Fractional remote job opportunities are growing, offering professionals the chance to break free from the traditional rat race and take on multiple roles, be their own boss, and avoid the transactional nature of full-time work. But how do you get started in this new world of fractional work, and what if it doesn’t work out? Michael Gold, a fractional project management expert and founder of The Fractional Hub, discusses the growing trend of fractional project management roles. He shares insights on how this model could become just as common as, or even replace, traditional full-time positions in the future, helping you make an informed decision about whether this path is right for you. Resources from this episode: Join DPM Membership Subscribe to the newsletter to get our latest articles and podcasts Connect with Michael on LinkedIn Check out The Fractional Hub…

1
The Retro: How 3 PMs Rebuilt Their Careers After Layoffs 21:58

14 weeks پیش21:58

21:58

Getting laid off as a project manager can feel like more than just a job loss—it brings up uncertainty, self-doubt, and tough career questions. This episode features a live panel with three PMs who’ve been through it and come out stronger, offering real talk and practical advice for navigating career transitions. Nicolassa Galvez, Thako Harris, and Nadaa Baqui share their personal layoff stories, lessons learned, and what helped them rebuild. From freelancing to career pivots, they offer insights for anyone facing a layoff or looking to future-proof their career in a volatile job market. Resources from this episode: Join DPM Membership Subscribe to the newsletter to get our latest articles and podcasts Connect with Nadaa , Nicolassa , and Thako on LinkedIn Check out Chingona Coach , 3MBET , and Skillshare…

1
How To Use OKRs In Your Project To Amplify Its Business Impact 46:06

15 weeks پیش46:06

46:06

When project goals feel disconnected from broader business objectives, it can be challenging to stay motivated and on track. You may find yourself questioning the purpose of your work, only to discover that the strategic objective is simply to "build an app." If you're struggling to link your projects to the bigger organizational picture, this episode is for you. Carsten Ley, an expert in project management and OKRs, shares valuable insights on how to use Objectives and Key Results (OKRs) to align project delivery with overall business strategy. He discusses how integrating OKRs into your project management practice can drive better alignment, measure impact, and keep your team focused on the bigger picture. Resources from this episode: Join DPM Membership Subscribe to the newsletter to get our latest articles and podcasts Connect with Carsten on LinkedIn Check out Asia PMO and OKR Asia…

1
The Retro: How to Negotiate for The Salary You Deserve as a PM 11:27

16 weeks پیش11:27

11:27

Landing a new project manager role is a huge achievement, but before you accept the offer, don’t skip the crucial step of negotiating your salary. Failing to negotiate can cost you millions over your career, yet many find the process intimidating and awkward. Yonelly Gutierrez, Senior Project Manager at Palo Alto Networks and Founder of Velvet Vision, joins us to share her expert advice on negotiating with confidence. With her experience coaching women into $100K+ project management roles, she offers practical strategies for securing the compensation you deserve without the stress. Resources from this episode: Join DPM Membership Subscribe to the newsletter to get our latest articles and podcasts Connect with Yonelly on LinkedIn Check out Palo Alto Networks…

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