Every client seeks a PR agency they can trust completely. In the last of our values mini-series, our UK Associate Director Hannah Kitchener explains how at SE10, that trust is built on two principles: the reliability that ensures seamless service and the accountability that translates every communication investment into measurable, strategic growth.
There’s a subtle but important difference between being a supplier and being a partner. A supplier delivers a service. A partner shares a goal. At SE10, we have always aimed for the latter, seeking to become a genuine extension of our clients’ own marketing and communication teams.
Over the years, we’ve realised that making this happen rests on two values that are so intertwined, they are almost inseparable: reliability and accountability.
Reliability: The foundation of trust
Reliability is the promise. It’s the feeling a client gets when they know that a task, big or small, is in safe hands. It’s about being organised, responsive, and delivering high-quality work, consistently. For us, this is where our global team becomes a unique strength. When a client in Europe has an urgent need at the end of their day, knowing that we can pass the baton to our colleagues in the US to get it done while they are sleeping is a powerful demonstration of reliability in action.
This sense of reliability is also deeply embedded in our internal culture. We can all count on each other for support, whether it’s helping with a heavy workload or just being a sounding board for an idea. This internal trust is what allows us to present a seamless and dependable face to our clients.
Accountability: The proof of partnership
But a promise is only as good as the proof that backs it up. That’s where accountability comes in.
Accountability is the proof. It’s about taking ownership. It’s the transparency that shows we are not just a supplier, but partners invested in the same outcome – an extension of our clients’ own marketing teams. We are open about how we spend our time and are committed to demonstrating the results of that effort. This also means being upfront about challenges and owning the outcome, whether it’s a success or a lesson learned.
This value is built on the trust our CEO Ben Shaw places in each of us. We are empowered to manage our own workloads, devise strategies, and make decisions that will help our clients succeed. This encourages an entrepreneurial mindset, where we don’t just manage accounts and wait to be told what to do, but take responsibility for driving them forward helping them flourish. It’s about being proactive, not just reactive.
The cycle of trust
In the end, these two values are what allow a good working relationship to become a great one. Reliability without accountability is just empty words. Accountability without reliability is just reporting on what has happened, without the promise of what we can do next.
When they work together, they create a powerful cycle of trust. This foundation is what allows us to jointly anticipate challenges, mitigate risks, and ensure every dollar, pound or euro invested delivers measurable value, transforming our relationship into a genuine engine for growth.
If you’re looking for a reliable partner who is fully accountable for delivering your industrial communication goals, let’s talk.
Hannah Kitchener
Associate Director
About the author
Hannah is an associate director in the UK, leading strategic campaigns for industrial clients across the EMEA region. A professionally qualified journalist (NCTJ), she combines specialist sectoral knowledge in construction, energy, and materials handling with a strong network of trade media contacts to secure valuable coverage. Her expertise in inter-cultural communication, honed by degrees in modern languages and translation, is key to executing campaigns that succeed across diverse European markets.
