If your clients are dictating your stress levels, your calendar, and your emotions, that's not a client problem. That's a leadership problem.
In this episode, Lucy sits down with Presli Jenkins, Client Success Specialist at Lucky Girl Social, for a conversation four and a half years in the making. Presli has coached hundreds of agency owners through exactly this pattern: the people-pleasing, the panic replies, the scope creep that quietly eats your profit and your authority. She's not holding back.
We get into the difference between reacting and responding, why "fast replies" are a self-soothing strategy (not client service), and what it actually looks like to lead a high-ticket client relationship with confidence, boundaries, and zero martyrdom.
This one hits different if you're charging $5K–$15K/month and still feel like you're the one getting managed.
In this episode:
Why scope creep is a leadership issue, not a client issue
The Harvard pause (and why you need to practice it before your next difficult client call)
How to hold a boundary that actually makes clients trust you more
"Coach the person, not the problem" - what that means for your client relationships and your team
Why fast replies and immediate solutions are self-soothing strategies, not client service
The one question to ask yourself the moment you feel reactive: "Why do I feel this way?"
If you've ever dropped everything for a client who wasn't actually in a crisis, let scope creep slide because you were scared to say something, or you're charging good money and still feel like you're the one getting managed, this episode's for you. Yes you.
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