"We're a lot easier to fire if you don't have a personal connection to who we are."

That's Jared Harman naming the quiet math behind every churned account: nobody leaves a company they have a relationship with. They leave a vendor. Most leaders build their retention strategy around the brand, the deck, the "differentiated service" — when the thing actually keeping a client is the person who picks up the phone.

Jared is CEO and co-founder of The One Group Agency, a full-service marketing agency based in British Columbia specializing in brand strategy and scalable systems for growing businesses. His path started selling rink-board sponsorships for a junior hockey team, where he learned sponsors weren't buying ad space — they were buying a relationship with people they liked. That lesson became the whole business: in a market wh ...