Agency Launches New Department Dedicated to Rewording Client Feedback Into Compliments
In a bold move redefining account management, Auckland-based marcomms agency Sprinkle&Bolt has launched an internal department solely dedicated to translating client criticism into layered, positive reinforcement.
Dubbed The Compliments Reframing Team (CRT), the unit works around the clock to repackage such nuggets as 'This campaign feels... floppy' into ‘Client appreciates the softness in our strategic tone’. According to internal documents we definitely weren’t meant to see, CRT operates out of Meeting Room B, which has now been permanently renamed "The Positivity Pod" and inexplicably smells like hot laminator plastic.
“We realised 86% of client emails contain at least one passive-aggressive statement,” says co-founder and Emotional Tone Logistics Officer Tina Dobb. “Rather than take offence, we take action. We’re in the compliments business, even if we have to barge into the room and build them ourselves.” Dobb declined to comment on rumours CRT staff are required to complete a mindfulness worksheet every time the phrase 'brand-safe innovation vomit' appears in feedback.
Sprinkle&Bolt claims productivity has increased since CRT’s formation. Most staff now smile grimly while crying into single-origin oat flat whites. And clients report higher satisfaction levels, mostly because they're unaware that their comment ‘this feels very 2015’ has been framed, mounted and placed on the agency’s Wall of Encouragement under the title ‘Client Nostalgia Celebrated’.
Phase Two rolls out next month with a planned department merger between CRT and Parking Strategy, pending someone remembering where they left the parking strategy folder.
Dubbed The Compliments Reframing Team (CRT), the unit works around the clock to repackage such nuggets as 'This campaign feels... floppy' into ‘Client appreciates the softness in our strategic tone’. According to internal documents we definitely weren’t meant to see, CRT operates out of Meeting Room B, which has now been permanently renamed "The Positivity Pod" and inexplicably smells like hot laminator plastic.
“We realised 86% of client emails contain at least one passive-aggressive statement,” says co-founder and Emotional Tone Logistics Officer Tina Dobb. “Rather than take offence, we take action. We’re in the compliments business, even if we have to barge into the room and build them ourselves.” Dobb declined to comment on rumours CRT staff are required to complete a mindfulness worksheet every time the phrase 'brand-safe innovation vomit' appears in feedback.
Sprinkle&Bolt claims productivity has increased since CRT’s formation. Most staff now smile grimly while crying into single-origin oat flat whites. And clients report higher satisfaction levels, mostly because they're unaware that their comment ‘this feels very 2015’ has been framed, mounted and placed on the agency’s Wall of Encouragement under the title ‘Client Nostalgia Celebrated’.
Phase Two rolls out next month with a planned department merger between CRT and Parking Strategy, pending someone remembering where they left the parking strategy folder.