The Art of Client Service: The Classic Guide, Updated for Today's Marketers and Advertisers - Hardcover

Solomon, Robert

Hardcover

ISBN 10: 1119227828 ISBN 13: 9781119227823

Publisher: Wiley, 2016

Synopsis

A practical guide for providing exceptional client service

Most advertising and marketing people would claim great client service is an elusive, ephemeral pursuit, not easily characterized by a precise skill set or inventory of responsibilities; this book and its author argue otherwise, claiming there are definable, actionable methods to the role, and provide guidance designed to achieve more effective work.

Written by one of the industry's most knowledgeable client services executives, the book begins with a definition, then follows a path from an initial new business win to beginning, building, losing, then regaining trust with clients.

It is a powerful source of counsel for those new to the business, for industry veterans who want to refresh or validate what they know, and for anyone in the middle of the journey to get better at what they do.

About this title

About the Author

ROBERT SOLOMON is the world’s leading authority on how to improve creative work by forging and sustaining trust-based relationships with clients.

Robert runs Solomon Strategic, a firm he founded in 1999 to provide marketing counsel to advertising agencies, client companies, and individual marketing professionals. Trained as a direct marketer who embraced Digital early on, Robert is known for his expertise as a brand strategist and new business developer. He is an expert speaker and workshop leader who also is certified as an organizational and executive coach, particularly skilled in job search.

Robert has handled a wide range of consulting assignments, in both offline and online media, for more than a score of clients, including Ammirati Puris Lintas, Blitz, BoomBox, Brandmuscle, Chase Insurance, Cognitive Arts, Condé Nast, Digitas Health Lifebrands, Deep Focus, Draft Worldwide, Ferrara & Company, Initiative Media North America, PALAZZO | Investment Bankers, PCR, Procurian, R/GA, Saatchi & Saatchi X, Sotheby’s, and Womenkind.

Robert previously was President of Direct and Interactive Marketing at Ammirati Puris Lintas, General Manager of FCB Direct West, and Senior Vice President of Bronner Slosberg Humphrey (now Digitas).

Robert lives in Napa, California with his wife Roberta, and with the world’s best dogs, Alvin and Molly.

From the Back Cover

PRAISE FOR THE ART OF CLIENT SERVICE

“Show me an account person who can deliver even half of the qualities Robert outlines in this book and I’ll double their salary and hire them on the spot. Ignore this book at your peril. It’s a gem that every agency person, and every client should read.”
―Don Neal, Founder and CEO, 360 Live Media

“The best businesses solve for the customer. Robert Solomon gets that. The Art of Client Service is a great guide for marketers and managers looking to evolve their way of thinking to meet the needs of new customer expectations.”
―Brian Halligan, Co-founder and CEO, HubSpot

“In an industry where excellent client service separates the good from the great and can alter the fate of an agency, Robert Solomon’s The Art of Client Service should be considered obligatory reading for all client facing advertising executives. Solomon succinctly imparts both applicable and actionable advice for professionals at all levels of the business. His book is nothing short of indispensable.”
―Elizabeth Furze, Managing Partner, AKA NYC

“For at least the past five years, every employee of DiMassimo Goldstein gets a computer, a chair and a copy of The Art of Client Service by Robert Solomon. If they read it and put its principles into action, we let them stay.”
―Mark DiMassimo, Chief, DiMassimo Goldstein

“The Art of Client Service is, quite simply, the only book account people need to understand what it takes to build and maintain great client relationships in the advertising, marketing, digital and social media worlds. Robert Solomon has distilled a long, successful career into an insightful, entertaining and deceptively powerful little book that is required reading for every member of Brandmuscle’s client service team.”
―Clarke Smith, Chief Strategy Officer, Brandmuscle

From the Inside Flap

Serving clients well should be simple, except it isn’t. Solving problems should be easy, but almost never is. Very few people do these things well, and many do them poorly, which explains why so many accounts go into review, so many client people express profound unhappiness with their agencies, and so many agency people remain bewildered by a business that grows more complex as they become increasingly less able to deal with markets splintering, media expanding, budgets tightening, and schedules compressing.

The Art of Client Service can help. Now in its third, thoroughly revised edition, this classic guide does what no other book even attempts: define, delineate, and describe in detail what a client service person does in order to produce stellar work and forge deeper, more enduring relationships with their clients. It preserves everything that worked in the previous two editions, but adds new material designed to help client service people excel, and helps clients better understand what to expect, and demand, from the people who work on their business.

Edition details

• Publisher: Wiley
• Publication date: 2016
• Language: English
• ISBN 10: 1119227828
• ISBN 13: 9781119227823
• Binding: Hardcover
• Edition number: 3
• Number of pages: 288