“So it’s hard to face the reality that there is not just one person at fault here, but a system that enabled that person. But we have to face it. In order to break that system, we have to acknowledge that it’s bigger than just letting one person go. It’s not just something we can just fix with training, while that is a start.”

In September, Alexander was recognized as one of the 100 people who make advertising great by the 4A’s, a membership organization representing the marketing communications agency business — but that award was rescinded this month after he was ousted from Martin.

Cavallo said The Martin Agency has not lost any clients since Alexander’s departure — and in fact has signed a new contract for 2018. She said one of her clients told her not to waste a crisis.

“I’ve been blown away by the client support I’ve received, to be honest. I had one client that said to me, ‘I’m calling you because I want you to be able to call your clients and say you spoke to me and that I have your back,’ ” Cavallo said. “My main goals to get through the end of the year were to hug everybody — and to reassure clients and the staff that work here that we’re going to be OK.

“I hope — and will work my tail off — to make sure this is a liberating moment for us. I think there’s a difference between a defining moment and a moment that defines you. I think this is going to be a defining moment for our company. I hope it’s not a moment that defines us.”

kpeifer@timesdispatch.com (804) 649-6321 Twitter: @KarriPeifer jramsey@timesdispatch.com (804) 649-6911 Staff writers Tammie Smith and K. Burnell Evans contributed to this report.

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