In this episode of Beyond the Bonus, I’m joined by the brilliant Gemma Hood someone I only met recently but quickly realised we’ve been orbiting the same world for years! We dive into a hot topic in agency land: bonuses for client services teams. Are they really the best way to drive motivation, or do they unintentionally damage collaboration and long-term success? Together, we explore: Whether bonuses truly motivate in the long term—or just push short-term wins The risks of tying bonuses too tightly to revenue targets The danger of encouraging transactional behaviour over quality service How to fairly reward individual contributions without overlooking team players Non-financial recognition strategies that actually work What agencies need to consider before implementing a bonus structure Whether you’re a founder, client services lead, or HR partner in an agency, this episode is packed with insights on building fair, sustainable and values-led motivation systems.Clientsuccessmatters.co.uk