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The Art of Client Service: The Classic Guide, Updated for Today's Marketers and Advertisers Hardcover – April 4, 2016
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From the Inside Flap
Serving clients well should be simple, except it isn't. Solving problems should be 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.
The Art of Client Service can 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.
From the Back Cover
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
Top customer reviews
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.
Solomon added color to the material by telling stories of his "adventures" in account management, and depth by adding an essay -- "What Makes A Great Account Person" -- that crisply summarizes what it takes to succeed in client service. The author also wrote new chapters that didn't appear in his first book, including "Avoid the Dark Side," "We Are Smarter Together Than We Are Alone," and "Be Multilingual," all of which add to a body of counsel that is of great value to anyone who works with clients in a service business.
There also is a thoughtful, well-chosen, and well annotated list of books every account person should read. And some great cartoons drawn from "The New Yorker."
Even if you read "Brain Surgery for Suits," you will benefit from this book. If you didn't read "Brain Surgery," read "The Art of Client Service." You will learn, and you will laugh.