{"product_id":"the-art-of-client-service-isbn-9781119227823","title":"The Art of Client Service","description":"\u003cb\u003eA practical guide for providing exceptional client service\u003c\/b\u003e \u003cp\u003eMost 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. \u003c\/p\u003e\u003cp\u003eWritten 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. \u003c\/p\u003e\u003cp\u003eIt 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. \u003c\/p\u003e\u003cp\u003eForeword xix\u003c\/p\u003e \u003cp\u003eIntroduction xxiii\u003c\/p\u003e \u003cp\u003eChapter 1 What Makes Great Client Service? 1\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart One How To Be Great With Clients\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 2 Account Management’s Role 9\u003c\/p\u003e \u003cp\u003eChapter 3 Achieving the Next Level 13\u003c\/p\u003e \u003cp\u003eChapter 4 Transforming a Career into a Calling 15\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Two Winning New Business For Your Agency\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 5 New Business: What It Is, Why It Is Important, and Why You Should Give a Damn 19\u003c\/p\u003e \u003cp\u003eChapter 6 How to Contribute Before, During, and After Pitch Day 25\u003c\/p\u003e \u003cp\u003eChapter 7 Getting to Yes 41\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Three Beginning A Client Relationship \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 8 In a High Tech World, Be Low Tech 47\u003c\/p\u003e \u003cp\u003eChapter 9 What Success Looks Like 51\u003c\/p\u003e \u003cp\u003eChapter 10 Always Manage Client Expectations from the Outset 53\u003c\/p\u003e \u003cp\u003eChapter 11 Be Multilingual 57\u003c\/p\u003e \u003cp\u003eChapter 12 Live the Client’s Brand 59\u003c\/p\u003e \u003cp\u003eChapter 13 Ask, “What Do My Colleagues Need to Create Great Advertising?” Then Deliver It 61\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Four How To … \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 14 Run a Meeting 65\u003c\/p\u003e \u003cp\u003eChapter 15 Brief a Colleague 71\u003c\/p\u003e \u003cp\u003eChapter 16 Write a Conference Report 73\u003c\/p\u003e \u003cp\u003eChapter 17 Perfect the Perfect Scope of Work 77\u003c\/p\u003e \u003cp\u003eChapter 18 Craft That Schedule You Need to Create 89\u003c\/p\u003e \u003cp\u003eChapter 19 Build a Better Budget 93\u003c\/p\u003e \u003cp\u003eChapter 20 Draft a Letter of Proposal 101\u003c\/p\u003e \u003cp\u003eChapter 21 Create a PowerPoint Presentation 111\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Five Formulating the Brief That Drives Great Creative \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 22 Take the Word Brief Seriously 119\u003c\/p\u003e \u003cp\u003eChapter 23 What Makes a Brilliant Brief? 125\u003c\/p\u003e \u003cp\u003eChapter 24 In Writing the Brief, Provide the Client’s Perspective 133\u003c\/p\u003e \u003cp\u003eChapter 25 Know When to Look It Up; Know When to Make It Up 139\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Six Establishing Trust With Clients\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 26 Great Work Wins Business; a Great Relationship Keeps It 143\u003c\/p\u003e \u003cp\u003eChapter 27 Client Presentations Are as Important as New Business Presentations 145\u003c\/p\u003e \u003cp\u003eChapter 28 Always Ask, “Does This Advertising Pass the ‘So What’ Test?” 149\u003c\/p\u003e \u003cp\u003eChapter 29 Don’t Fall in Love with Good Work; Don’t Fall for Bad Work 151\u003c\/p\u003e \u003cp\u003eChapter 30 Choice Is Good 155\u003c\/p\u003e \u003cp\u003eChapter 31 Fight About the Work with Colleagues; Fight for It with Clients 157\u003c\/p\u003e \u003cp\u003eChapter 32 Do Not Sell 161\u003c\/p\u003e \u003cp\u003eChapter 33 Bring Your Clients into the Process Early and Often 163\u003c\/p\u003e \u003cp\u003eChapter 34 Respect What It Takes to Do Great Creative 165\u003c\/p\u003e \u003cp\u003eChapter 35 Credit Is for Creative Directors 169\u003c\/p\u003e \u003cp\u003eChapter 36 We Are Smarter Together Than We Are Alone 171\u003c\/p\u003e \u003cp\u003eChapter 37 Judgment Overrides Any Rule 173\u003c\/p\u003e \u003cp\u003eChapter 38 Ideas Are the Currency We Trade in 175\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Seven Building Long-Term Client Relationships \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 39 Make No Commitment without Consultation 193\u003c\/p\u003e \u003cp\u003eChapter 40 Take on the Coloration of Your Clients; Do Not Compromise Your Character 197\u003c\/p\u003e \u003cp\u003eChapter 41 Never Forget It’s a Business 199\u003c\/p\u003e \u003cp\u003eChapter 42 Once a Client, Always a Client 201\u003c\/p\u003e \u003cp\u003eChapter 43 Going Rogue 203\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Eight How To Deal With Unhappy Clients  \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 44 Always Think Endgame 207\u003c\/p\u003e \u003cp\u003eChapter 45 No Surprises about Money or Time 209\u003c\/p\u003e \u003cp\u003eChapter 46 Deal with Problems Head-On 211\u003c\/p\u003e \u003cp\u003eChapter 47 If Things Go Wrong, Take the Blame 213\u003c\/p\u003e \u003cp\u003eChapter 48 What Happens When I Screw Up? 215\u003c\/p\u003e \u003cp\u003eChapter 49 Getting Fired 219\u003c\/p\u003e \u003cp\u003e\u003cb\u003ePart Nine Regaining Client Trust \u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eChapter 50 How Happy Clients Help You Gain New Ones 223\u003c\/p\u003e \u003cp\u003eChapter 51 Five Client Challenges to Agencies 225\u003c\/p\u003e \u003cp\u003eChapter 52 Five Client Service Principles to Believe In 233\u003c\/p\u003e \u003cp\u003eAcknowledgments: Remember To Say “Thank You” 243\u003c\/p\u003e \u003cp\u003ePostscript 245\u003c\/p\u003e \u003cp\u003eA Bunch of Books to Make You Better At What You Do 249\u003c\/p\u003e \u003cp\u003eAbout The Author 253\u003c\/p\u003e \u003cp\u003eIndex 255\u003c\/p\u003e  \u003cp\u003e\u003cb\u003eROBERT SOLOMON \u003c\/b\u003eis the world’s leading authority on how to improve creative work by forging and sustaining trust-based relationships with clients. \u003c\/p\u003e\u003cp\u003eRobert 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. \u003c\/p\u003e\u003cp\u003eRobert 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 \u0026amp; Company, Initiative Media North America, PALAZZO | Investment Bankers, PCR, Procurian, R\/GA, Saatchi \u0026amp; Saatchi X, Sotheby’s, and Womenkind. \u003c\/p\u003e\u003cp\u003eRobert 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). \u003c\/p\u003e\u003cp\u003eRobert lives in Napa, California with his wife Roberta, and with the world’s best dogs, Alvin and Molly.   \u003c\/p\u003e\u003cp\u003eServing clients well \u003ci\u003eshould \u003c\/i\u003ebe simple, except it isn’t. Solving problems \u003ci\u003eshould \u003c\/i\u003ebe 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. \u003c\/p\u003e\u003cp\u003e\u003ci\u003eThe Art of Client Service \u003c\/i\u003ecan 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.   \u003c\/p\u003e\u003cp\u003e\u003cb\u003ePRAISE FOR THE ART OF CLIENT SERVICE\u003c\/b\u003e \u003c\/p\u003e\u003cp\u003e“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.”\u003cbr\u003e \u003cb\u003e—Don Neal, \u003c\/b\u003eFounder and CEO, 360 Live Media \u003c\/p\u003e\u003cp\u003e“The best businesses solve for the customer. Robert Solomon gets that. \u003ci\u003eThe Art of Client Service \u003c\/i\u003eis a great guide for marketers and managers looking to evolve their way of thinking to meet the needs of new customer expectations.”\u003cbr\u003e \u003cb\u003e—Brian Halligan, \u003c\/b\u003eCo-founder and CEO, HubSpot \u003c\/p\u003e\u003cp\u003e“In an industry where excellent client service separates the good from the great and can alter the fate of an agency, Robert Solomon’s \u003ci\u003eThe Art of Client Service \u003c\/i\u003eshould 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.”\u003cbr\u003e \u003cb\u003e—Elizabeth Furze, \u003c\/b\u003eManaging Partner, AKA NYC \u003c\/p\u003e\u003cp\u003e“For at least the past five years, every employee of DiMassimo Goldstein gets a computer, a chair and a copy of \u003ci\u003eThe Art of Client Service \u003c\/i\u003eby Robert Solomon. If they read it and put its principles into action, we let them stay.”\u003cbr\u003e \u003cb\u003e—Mark DiMassimo, \u003c\/b\u003eChief, DiMassimo Goldstein \u003c\/p\u003e\u003cp\u003e“\u003ci\u003eThe Art of Client Service \u003c\/i\u003eis, 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.”\u003cbr\u003e \u003cb\u003e—Clarke Smith, \u003c\/b\u003eChief Strategy Officer, Brandmuscle\u003c\/p\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47990160523493,"sku":"NP9781119227823","price":34.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9781119227823.jpg?v=1761786735","url":"https:\/\/k12savings.com\/es\/products\/the-art-of-client-service-isbn-9781119227823","provider":"K12savings","version":"1.0","type":"link"}