52 THINGS EVERY ADVERTISING AND MARKETING PROFESSIONAL SHOULD KNOW
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, 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
CHAPTER 1 What Makes Great Client Service? 1
PART ONE How to Be Great with Clients
CHAPTER 2 Account Management’s Role 9
CHAPTER 3 Achieving the Next Level 13
CHAPTER 4 Transforming a Career into a Calling 15
PART TWO Winning New Business for Your Agency
CHAPTER 5 New Business: What It Is,Why It Is Important, and Why You Should Give a Damn 19
CHAPTER 6 How to Contribute Before, During, and After Pitch Day 25
CHAPTER 7 Getting to Yes 41
PART THREE Beginning a Client Relationship
CHAPTER 8 In a High TechWorld, Be Low Tech 47
CHAPTER 9 What Success Looks Like 51
CHAPTER 10 Always Manage Client Expectations from the Outset 53
CHAPTER 11 Be Multilingual 57
CHAPTER 12 Live the Client’s Brand 59
CHAPTER 13 Ask, “What Do My Colleagues Need to Create Great Advertising?” Then Deliver It 61
PART FOUR How To…
CHAPTER 14 Run a Meeting 65
CHAPTER 15 Brief a Colleague 71
CHAPTER 16 Write a Conference Report 73
CHAPTER 17 Perfect the Perfect Scope of Work 77
CHAPTER 18 Craft That Schedule You Need to Create 89
CHAPTER 19 Build a Better Budget 93
CHAPTER 20 Draft a Letter of Proposal 101
CHAPTER 21 Create a PowerPoint Presentation 111
PART FIVE Formulating the Brief That Drives Great Creative
CHAPTER 22 Take the Word Brief Seriously 119
CHAPTER 23 What Makes a Brilliant Brief? 125
CHAPTER 24 In Writing the Brief, Provide the Client’s Perspective 133
CHAPTER 25 Know When to Look It Up; Know When to Make It Up 139
PART SIX Establishing Trust with Clients
CHAPTER 26 Great Work Wins Business; a Great Relationship Keeps It 143
CHAPTER 27 Client Presentations Are as Important as New Business Presentations 145
CHAPTER 28 Always Ask, “Does This Advertising Pass the ‘So What’ Test?” 149
CHAPTER 29 Don’t Fall in Love with GoodWork; Don’t Fall for Bad Work 151
CHAPTER 30 Choice Is Good 155
CHAPTER 31 Fight About the Work with Colleagues; Fight for It with Clients 157
CHAPTER 32 Do Not Sell 161
CHAPTER 33 Bring Your Clients into the Process Early and Often 163
CHAPTER 34 Respect What It Takes to Do Great Creative 165
CHAPTER 35 Credit Is for Creative Directors 169
CHAPTER 36 We Are Smarter Together Than We Are Alone 171
CHAPTER 37 Judgment Overrides Any Rule 173
CHAPTER 38 Ideas Are the Currency We Trade in 175
PART SEVEN Building Long–Term Client Relationships
CHAPTER 39 Make No Commitment without Consultation 193
CHAPTER 40 Take on the Coloration of Your Clients; Do Not Compromise Your Character 197
CHAPTER 41 Never Forget It’s a Business 199
CHAPTER 42 Once a Client, Always a Client 201
CHAPTER 43 Going Rogue 203
PART EIGHT How to Deal with Unhappy Clients
CHAPTER 44 Always Think Endgame 207
CHAPTER 45 No Surprises about Money or Time 209
CHAPTER 46 Deal with Problems Head–On 211
CHAPTER 47 If Things GoWrong, Take the Blame 213
CHAPTER 48 What Happens When I Screw Up? 215
CHAPTER 49 Getting Fired 219
PART NINE Regaining Client Trust
CHAPTER 50 How Happy Clients Help You Gain New Ones 223
CHAPTER 51 Five Client Challenges to Agencies 225
CHAPTER 52 Five Client Service Principles to Believe In 233
ACKNOWLEDGMENTS: REMEMBER TO SAY “THANK YOU” 243
A BUNCH OF BOOKS TO MAKE YOU BETTER AT WHAT YOU DO 249
ABOUT THE AUTHOR 253
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.