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Art of Client Service Hardcover – April 25, 2003


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Product Details

  • Hardcover: 192 pages
  • Publisher: Kaplan Business (April 25, 2003)
  • Language: English
  • ISBN-10: 079316799X
  • ISBN-13: 978-0793167999
  • Product Dimensions: 7.5 x 5.7 x 0.6 inches
  • Shipping Weight: 10.1 ounces
  • Average Customer Review: 4.7 out of 5 stars  See all reviews (29 customer reviews)
  • Amazon Best Sellers Rank: #147,366 in Books (See Top 100 in Books)

More About the Author

Robert Solomon is one of America's most knowledgeable and respected client service executives, and is a frequent speaker and executive coach on account management.

Robert currently serves as Managing Director of PALAZZO | Investment Bankers, where he assists clients with a broad range of strategic and operational challenges designed to help them achieve improved top-line growth and bottom-line performance.

Robert also 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 accomplished writer, published author, and 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 dozens of clients, including Ammirati Puris Lintas, Cognitive Arts, Conde Nast, Draft Worldwide, Falconhead Capital, Gilbert and Partners, Initiative Media North America, Jordan Industries, R/GA Interactive, and Sotheby's.

Robert previously was President and CEO of Rapp Collins New York, 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).

In his 25+ years in the advertising business, Robert worked with a wide range of industry leading clients, among them American Express, Ameritech, AT&T, Cablevision, Citibank, Columbia Business School, Compaq Computer, DHL, General Motors, Johnson & Johnson, Kaiser Permanente, Levi-Strauss, MasterCard, Mercedes-Benz, Pacific Bell, Polaroid, Seagram, Standard Oil of Ohio, TSYS, UPS, VantageScore, and VISA. For many clients he pioneered brand-enhancing relationship marketing programs.

In addition to writing the current and previous editions of The Art of Client Service for Kaplan Publishing, he also wrote Brain Surgery for Suits, which was published in 2000 by Strategy Press. Many agencies and marketing firms use the books as account management training tools.

Robert also writes a blog under the name "Adventures in Client Service," designed to help people get smarter on how to serve clients well, which in turn should lead to better advertising.

Robert does book signings, has conducted workshops, and given talks on client service, direct marketing, discipline integration, agency search, and related topics for a wide range of organizations, including the Association of National Advertisers, Columbia University, the Direct Marketing Association, the Direct Marketing Educational Foundation, DM Days, DMIX, Kaplan Communications, Mercedes-Benz, Messner, MWW, and Omnicom.

Robert has a master's degree from the University of North Carolina at Chapel Hill. His undergraduate degree is from George Washington University, in Washington, DC, where he graduated with honors, and as a member of Phi Beta Kappa. He has a certificate in organizational and executive coaching from New York University's school of continuing and professional studies.

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

Customer Reviews

4.7 out of 5 stars
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See all 29 customer reviews
It's a short, easy read but packed with very valuable information.
Kukkimom
This book should be on every client service person's shelf and should be a mandatory read when entering the business and then yearly thereafter as a refresher.
Matthew Sens
The good news is that everything you need to know to be a great AE is in this little book.
Matt Neren

Most Helpful Customer Reviews

4 of 4 people found the following review helpful By Matthew Sens on November 11, 2004
Format: Hardcover
This book should be on every client service person's shelf and should be a mandatory read when entering the business and then yearly thereafter as a refresher.

We use the book with all of our agency folks (not just the AEs). With a deeper understanding for client relationship management, The Art of Client Service has facilitated better communication and collaboration agency-wide, helping to focus us on "why", not just "what."

More so, the broader value of this book is it serves as a blueprint to help client service managers begin to establish a mindset of true, long-term account management, not just the effective project manager. So needed!
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4 of 4 people found the following review helpful By S. MAZUR on April 13, 2005
Format: Hardcover
I'm a creative and I heard about this book from an article in Communication Arts. I got plenty of powerful knowledge from it, and from my experience, many of you will, too.

It provides advice and lessons that can better the creative development process, help stave client defections, and basically make life, our jobs and our clients' jobs easier.

It's earned a place on my shelf alongside my annuals and creative books. I hope you'll please keep it handy, too.
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2 of 2 people found the following review helpful By Kukkimom on February 24, 2008
Format: Hardcover Verified Purchase
This is an absolute must read for anyone in the ad agency or graphic design studio business. It's a short, easy read but packed with very valuable information. While it's written by an Account Exec, it gives insights that are enlightening for anyone in this business: designers, copywriters, project managers, etc. I've read a lot of books like this that are all the same -- fluff and hype -- but not so with this one. It contains very practical, down to earth advice with situational examples to back it up.
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3 of 4 people found the following review helpful By Tony Gomes on September 19, 2003
Format: Hardcover
I highly recommend this book. I have been a creative director for large Madison Avenue advertising agencies for over twenty years. So it might surprise you that I would recommend (or even read) a book about client service. Well, if nothing else, after two decades, I've learned that a close relationship with a client is the only way to sell great creative work. This book is very valuable no matter what industry you're in, as long as you have clients (and we all do). The Art of Client Service is a quick read and the lessons learned will help you for a long time.
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5 of 7 people found the following review helpful By jim holbrook on January 10, 2004
Format: Hardcover
Robert Solomon's book is 100% common sense, expressed simply, proudly, directly, clearly. Interestingly, his common sense is so uncommon in the agency biz. Every account person should read this book over and over. Not just once. Even the great account people need a clear reminder on how to excel at their jobs. While reading, there were so many times I said 'ok I'm guilty as charged' and now must set about to improve. That's the sign of a great book- it evokes real change, not just bookshelf filler.
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1 of 1 people found the following review helpful By Dominique A. Brent on April 23, 2007
Format: Hardcover
A lot of these books where each chapter is a career tip or hint are mundane to read and only express the author's opinion on why the theory is applicable for others. This read was quick, easy, and even fun. The author gives anecdotes of things that actually have happened to him throughout his career, and the tone is casual and not overbearing.
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1 of 1 people found the following review helpful By Amazon Customer on December 31, 2007
Format: Hardcover
Although I already practiced most of what this book teaches, I found it a very useful tool to teach others how to treat clients. You can read through this book very, very quickly and is well worth your time.
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Format: Hardcover Verified Purchase
This is a great expansion on Solomon's previous book "Brain Surgery for Suits". It's a bit more in depth than "BSS" was, and provides a broader explanation for those new to client service, or those just in need of a refresher.

While some may find the book a bit basic and full of "duh" moments, odds are if you look at your own work, you're likely missing some of the very obvious things Solomon notes here.

As a former Account Director for a major agency who is now Director of Marketing & Brand on the client side, I even found it helpful to see some of what Solomon explains as "bad client behavior" in myself (how quickly we shift sides!), as well as what my agency is and is not doing to manage and mitigate my own bad behavior.

A must read for any Asst. AE, AE, Acct. Sup, Acct. Director or anyone in client service at an agency. Also a very strong recommended read for anyone working with those folks client side.
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