The Art of Client Service

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.

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.

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!

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.

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.