What Clients Really Want (And The S**t That Drives Them Crazy): The Essential Insider's Guide for Advertising Agencies on How Account Management Can Create Great Client/Agency Relationships

What Clients Really Want (And The S**t That Drives Them Crazy) is the essential insider’s guide for advertising agencies on how account management can create great client/agency relationships. The first book on client/agency relationships to be written an ex-client, this book gives a true insider’s guide as to how account management can stop client/agency relationships from breaking down and take those relationships from good to great. In this step-by-step guide you will discover: • What simple actions you can take today to generate great relationships with your clients. • How to gain a deeper understanding of the pressures your clients face and why this is so important. • Practical day-to-day advice on how to master positive relationship building behaviours. • The strong re-occurring themes that cause client relationships to fall apart and how you can avoid them by applying; o The 9 essential behaviours to prevent damage to the client/agency relationship. o The 5 essential behaviours to take your client/agency relationships from good to great. "This will be gold dust for client-servicing professionals… it's a great reminder of what you need to do to build a brilliant relationship with your clients and how to be a true partner. It’s so important that you get to know them and care for their business and this book shows you what you need to do." Rick Kumar, Owner & Director, Moda Consult (Specialist Recruitment for Creative Agencies)

Chantell Glenville, winner of the WACL Future Leader's Award 2013, has worked at some of the world's top creative communication agencies, such as AMV BBDO, VCCP and Dare, as well as client-side at Vodafone where she managed numerous agencies at the same time.

She has featured in the Evening Standard and Computer Arts Magazine and due to her reputation Chantell has been frequently headhunted and specifically requested for accounts as a result of the great relationships she has built.

Chantell has worked with agencies with varying specialities; from above the line to digital through to retail and experiential; both client- and agency-side. She has worked with a broad range of clients; from international blue chips such as Johnson & Johnson, Barclaycard, Molson Coors and Henkel through to high profile UK accounts such as Compare The Market, Metro, Gocompare.com and Vision Express to pan-European accounts such as Aer Lingus.

Chantell's experience both client- and agency-side has given her a unique insight into the situations and behaviours that can really break client/agency relationships or make them excellent.

She is passionate about sharing her expertise in order to make agencies lives easier and most importantly clear the way for even greater creative work to be made.