Have you made a major mistake on your client’s business in your career? I HAVE.

It was 2003 when I was given the opportunity to lead one of the agencies largest accounts Pepsi Cola International. I took over the account lead at the time of annual strategy planning and I had never handled such a mammoth task before. But the excitement of leading a vibrant brand like Pepsi was a huge motivating factor. I spent days and nights ensuring that I present the best start plans ever presented. This presentation was also my first interaction with the client, and I wanted to impress them. Just 1 day before the presentation, my boss had to travel for a regional meeting, and I had to be alone with no backups.

Finally, the big day arrived. When I entered the board room my anxiety levels shot up to see the entire senior leadership of the client and the creative agency and I was the junior most person in the board room. Anyway, I put myself together. When the files opened, I almost had a heart attack because I had saved all the wrong files. I cleared my throat and gathered the courage to announce that I have the wrong files. There was a second of silence in the board room but one of the Account Directors from the creative agency took control of the situation within seconds and suggested to take a quick break, while I was asked to get hold of the correct files.

The presentation started again. The client started cross questioning me on stuff like why can’t reach be 75+, why can’t we generate 1200 grps on a particular campaign instead of 1000 etc etc. And my answer to all the questions was “Yes Sir, we can look into it”. Within 30 minutes, the client asked me to stop presenting and to go back to office and optimize all the plans again. He also asked me to suggest a lead time for the delivery. I thought it was a chance to bounce back. I committed 24 hours for everything to be re-done. Embarrassed yet motived, I went back to my office and started running campaigns again for optimization. But running over 20 campaigns across portfolio was not a 24-hour job. Determined to deliver – I spent the entire night in the office running those campaigns. To my disappointment, the numbers really didn’t change much. Plans were already optimized but at least I felt better. I was working for almost 48 hours non-stop, tired, and exhausted. At 6a.m. in the morning, I attached all the files and GUESS WHAT? I attached and sent all the wrong files again.

The storm that came later that day is a story for some other day but what I know is that my boss defended my position like a pro and managed to negotiate another chance for me to stay on the business and the client was kind enough that they did.

Over the next few years, I managed to build a great relationship with the client – so great that the Director Marketing back then is now one of my mentors outside the industry and I seek his advice on management and business-related matters whenever I feel stuck somewhere. The Marketing Manager back then is now a prominent media entrepreneur and we still discuss ideas and possibilities every now and then. The 2 Account Directors were no more Account Directors to me, they were like my elder brothers who trained me, mentored me, critically criticized me when unhappy with my work and their hug after every successful major campaign was a way of telling me that I have done a good job.

Which is more important,” asked Big Panda, “the journey or the destination?” “The company.” Said Tiny Dragon

I totally agree with the Tiny Dragon – I loved the company.