You're good at your job — and that might be the problem. Without realising it, you could be flooding your clients with emails they don't need, decisions they shouldn't have to make, and more people to deal with than they bargained for.
They're not angry. They're just tired. This episode breaks down exactly where KAMs create invisible drag — and how to audit your own habits before it costs you the account.
Transcript + Episode Copilot: Read the full transcript and chat with an AI trained on this episode (apply it to your accounts): https://podcast.thekamclub.com/episodes/70
HIGHLIGHTS
(00:00) Efficient, proactive, always in touch — and your client is worn out before 9:15 a.m.
(02:18) Type 1 – Process hassle: every step you add for your peace of mind is a step they have to take
(03:51) Type 2 – Communication hassle: weekly reports nobody reads trains clients to delete your emails
(06:52) Type 3 – Decision hassle: giving options feels like service, but hands the work right back
(08:52) Type 4 – People hassle: every person on your side is another relationship they have to manage
(10:37) Trap 1 – Busy ≠ useful: sometimes the most valuable thing you can do is leave them alone
(11:42) Trap 2 – Covering your back and calling it service: your insurance policy, their problem
(13:29) Trap 3 – Following processes nobody built for clients: inherited workflows that serve your ops team, not them
(15:12) Trap 4 – Guessing instead of asking: you assume they want updates, choices, involvement — just ask
(17:18) The hassle audit + fix: 5 questions to map what's wearing them out — then cut it, carry it, or explain it
NEXT STEPS
Pick one client who seems disengaged, hard to reach, or most at risk — then:
List every touchpoint they have with you this week. Which ones would they cut if they could?
Count how many people on your side they deal with and ask whether that number could be lower.
Name one decision you keep handing back to them that you should just be making yourself.
Ask them: "What's the one thing about working with me that's harder than it should be?" Then go quiet.
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