Showcase as many points of difference between you and the previous agency as you can. Depending on what you’ve uncovered about their issues with the previous relationship, this can be as simple as outlining your communications process or highlighting the way your teams are structured. This won’t just show that you understand their complaints; it’ll highlight that you actively combat those types of issues.

For example, your potential client might feel that they never got taken seriously by the previous agency, and had no opportunity to speak to more senior members of the team. In this case, build in scheduled times for regular monthly or quarterly meetings where a senior member of the agency is in attendance, and reassure your potential client that this is a common practice for your business.