CLIENT:
Franklin Mint Federal Credit Union

Postcard, prescreen letter with variable data, web graphics and annual report

The Challenge

When I took over the Franklin Mint Federal Credit Union account, the client's confidence in our team's service wasn't always where it needed to be. Tom had high expectations for turnaround times, creative rationale, and accuracy, and I saw an opportunity to strengthen the relationship by better understanding what he needed from a creative partner.

My approach

I focused on listening, adapting, and following through. I wanted Tom to feel confident that his requests were understood, his projects were in good hands, and the creative decisions we made had purpose behind them.

Responsiveness

Tom valued quick turnarounds, so I prioritized making requested changes promptly and keeping projects moving.

Intentional Design

He appreciated understanding the thinking behind creative decisions, so I became more deliberate about explaining my rationale, recommendations, and design choices.

Attention to Detail

Accuracy mattered, so I made thorough quality checks a priority, carefully reviewing the work before delivery.

The Outcome

Over the course of a year, the relationship transformed. Tom became one of my favorite people to work with, and we developed a positive, trusting partnership built on mutual respect. He began regularly sharing enthusiastic praise with our team – a meaningful sign that the experience had changed.

QUOTE:

"THANK YOU, Liz!!! You are the B-E-S-T-E-S-T!"

Tom Kane

Assistant Vice President / Marketing Communications Manager

Franklin Mint Federal Credit Union