Small Spark Theory · 2026-04-09 · 42 min
In this episode of Small Spark Theory, we're continuing our exploration of the true value of client relationships, but this time, we're asking: what happens when things go wrong? I'm joined by Nigel Sarbutts , former agency MD and founder of Structured Mediation , who now specialises in resolving disputes in the PR, comms and broader creative industries. Drawing on his years on both the agency and client side, as well as his PR Cavalry talent platform, Nigel explains why so many client - agency relationships unravel, how mediation really works, and what agencies can do to prevent small niggles becoming business-critical breakdowns. If you've ever worried about a key client going wobbly, tolerated a "toxic" relationship for too long, or wondered when it's time to walk away, this conversation is for you.
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