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The Art of Client Service: 58 Things Every Advertising & Marketing Professional Should Know, Revised and Updated Edition Hardcover – January 1, 2008


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Product Details

  • Hardcover: 208 pages
  • Publisher: Kaplan Publishing; Revised edition (January 1, 2008)
  • Language: English
  • ISBN-10: 1427796718
  • ISBN-13: 978-1427796714
  • Product Dimensions: 5 x 0.8 x 7.4 inches
  • Shipping Weight: 9.6 ounces (View shipping rates and policies)
  • Average Customer Review: 4.7 out of 5 stars  See all reviews (29 customer reviews)
  • Amazon Best Sellers Rank: #25,407 in Books (See Top 100 in Books)

Editorial Reviews

Review

""A book about client service that is so practical it's almost embarrassing. Solomon offers unique perspectives that help clients, creatives, and, oh yeah, account people do their jobs better, resulting in more creative marketing.” —Tom Monahan, President, Before & After, and author of The Do-it-Yourself Lobotomy

“It is said that great clients get great work, but it doesn’t magically happen!  Without great account people daily bridging the gap between client and agency demands, it’s virtually impossible.  This is a must read book for all who have chosen to engage in the fine art of serving clients -  truly a fresh dose of account management inspiration!” —Karen M. Jones, Senior Vice President, Corporate and Marketing Communications, DHL Express

“With all the time and money it takes to win new business, professional services firms would be smarter to improve client service to retain more clients. Reading and practicing Robert Solomon’s advice is guaranteed to help.” —Joanne Davis, Joanne Davis Consulting

“As a career-long ‘client,’ I’ve been on a continuous search for the ideal agency account person. Robert Solomon…and students of his text…would clearly fit the bill. CMOs want insights, partnership, creative team leadership and results. The Art of Client Service teaches how to deliver them all.” —Sara Lipson, Chief Customer Sciences Officer, Market & Business Intelligence TIAA-CREF

“This book is essential reading for anyone in the creative services profession. Marketing disciplines may change with the times, but the art of client service is timeless—and Robert has captured its essence.” —Barry Wacksman, Executive Vice President, Chief Growth Officer R/GA

“In addition to sage, prescriptive advice, Robert demonstrates the importance of checking oneself with a good, hard look in the mirror—to learn lessons, and strive for greatness in the craft of managing client relationships.” —Sarah Fay, President, Isobar U.S.

About the Author

Robert Solomon is one of America’s most knowledgeable and respected client service executives. A frequent speaker on account management, Robert runs Solomon Strategic, a firm he founded in 1999 to provide marketing counsel and executive coaching to advertising agencies, client companies, and individual marketing professionals.  He has a long-standing affiliation with Gardner Nelson & Partners, where he helps create effective integrated advertising/direct/interactive campaigns. Robert previously was CEO of Rapp Collins New York, President of Direct and Interactive Marketing at Ammirati Puris Lintas, Managing Director of FCB Direct West, and Senior Vice President at Bronner Slosberg Associates (now Digitas). You can reach Robert at robert@solomonstrategic.com.

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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Great insights, actionable and a very easy read.
Tom Tholen
It's one of the books I know I need to read every 2-3 years for a dose of back-to-basics inspiration.
Joanne Goh
I highly recommend this book to everyone working in client services.
S. L. Snyder

Most Helpful Customer Reviews

10 of 11 people found the following review helpful By Alana on June 5, 2008
Format: Hardcover
Hi, my name is Alana Renfro and I am a graphic and web designer for interactive and advertising agencies. The 2003 edition of The Art of Client Service was the first one that I read when I first joined the agency world... and I loved it! Many of the ideas are common sense, but it is written in an engaging, informative and most importantly- memorable- style.

Coming from the Creative side, it is helpful to understand the Accounts point-of-view, best practices and useful to implement them into your own daily practices. Many of the suggestions and rules laid out in this book are easily implemented into your life, especially if you are a one-stop shop or solopreneur!

The 2008 edition I now own and it is even better! There are new chapters, an updated bibliography for you fellow avid readers, and even more practical service examples. I highly recommend this book- get the 2008 edition, study it, implement it and become known for your phenomenal understanding of clients, creatives and accounts... and laugh a little bit, too.
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5 of 6 people found the following review helpful By Morgan Chang on April 4, 2008
Format: Hardcover Verified Purchase
Of all the book on advertising I've read, this is by far my top pick. It's an easy read and extremely insightful. I started my career as an advertising recruiter and this book helped inspire me to make my move into an agency. The chapters are very well laid out, interspersed with humorous anecdotes and personal examples.

I would recommend this book to anyone remotely connected to the advertising industry and even those who are not, as its advice transcends the advertising world. For the aspiring advertising professional it will provide a comprehensive introduction to the business side of advertising and I believe even the most seasoned advertising executive would find this a delight to read.

I know I will continue to reference this book throughout the rest of my career. Don't forget to check out the reading list which includes both classics of advertising literature as well as the latest influential books!
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2 of 2 people found the following review helpful By S. Rassi on March 22, 2013
Format: Hardcover
I was given this book after managing accounts for 10 years. Admittedly, my favorite aspect of this book is that the chapters are a few pages long and that's all the author needs to get the point across. In these precious few pages, he manages to also sneak in relevant, real life examples that helps to bring the message home. If you're just starting out in your career, this is the kind of book that can give you great insight to start you off right. Even if you've been in the business for years, this book can be a helpful reminder or at the very least reinforce everything you've experienced up to this point. Either way, you should read it.
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1 of 1 people found the following review helpful By Eva Van Krugel on August 8, 2010
Format: Hardcover
Since I started in the ad business, I've been baffled by the lack of available reading material that might help account people navigate through the hot coals of what we do. As the years have passed, I've met more and more bright eyed account people who just want to do better and they ask "is there any book out there that will tell me how to do this?".

Robert Solomon's first title, "Brain Surgery for Suits" says it well. For many it feels like brain surgery in the first few years but the point is, it doesn't have to. There are some ground rules to play by and a solid mentor should pass on Solomon's latest read, "The Art of Client Service". For that matter, I encourage the whole department (and others) to digest it.

If you're in an agency and you want to see more philosophical alignment from teams, you want to help drive great work and healthy client relationships "The Art of Client Service" is a practical tool to invest in.
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3 of 4 people found the following review helpful By Nala on December 15, 2010
Format: Hardcover
I'm a 20 year old advertising/ marketing student from Canberra, Australia. I came across "The Art of Client Service" in a core unit as part of my degree. I fell in LOVE with this book from the very first page - it is honestly one of the most interesting, informative and intelligent advertising/ marketing books I've ever read. The writing style is great - straight forward and easy to read. I know I will be referring to this book until the day I die. In the spirit of Christmas, I'd like to mention this book would be an ideal gift for anyone in the advertising/ marketing industry.

Thank you very much Robert Solomon - I look forward to reading more of your work in the near future! :)
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1 of 1 people found the following review helpful By K. Murphy on March 9, 2010
Format: Hardcover Verified Purchase
I've been in client service for four years. I found the content of Solomon's book very succinct, thoughtful, and universally applicable. I can see myself re-reading this book every year or so just as a reminder of the things that should be done to keep my clients happy. Definitely a must-read for all professionals that have clients to service (not just marketing/advertising professionals).
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1 of 1 people found the following review helpful By T. Cottrell on May 10, 2014
Format: Hardcover Verified Purchase
Lots of great tips and tricks to consider for every agency person. Should be a requirement for working at any agency.
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1 of 1 people found the following review helpful By Adam Cooke on November 26, 2013
Format: Hardcover Verified Purchase
The Art of Client Service is an invaluable resource and should be mandatory reading for any marketing and advertising professional. It is the clearest, most complete, and easiest to understand book available on client services and provides insights and tips from someone that has “been there, done that” with big agencies and even bigger clients. For me personally this book was a guide and at times a lifesaver. Robert is a brilliant Author, a great mentor and I look forward to his next book.
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