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The Journal

Notes from the desk.

Honest takes on client servicing, building websites that actually earn their keep, and running a creative business without losing the plot.

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Client servicing is the product

Everyone sells deliverables. The agencies and freelancers who last sell something else — the feeling that someone has it handled. Here's what that actually looks like in practice.

More writing.

Client servicing is the product

Why the relationship — not the deliverable — is the thing clients actually buy.

When a website should be a tool, not a brochure

The features that turn a pretty site into something that runs part of the business.

How to take over a stalled build without the drama

Stepping into someone else's half-finished project — and earning the client's trust fast.