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.
A practical guide for providing exceptional client service
Most advertising and marketing people would claim great client service is an elusive, ephemeral pursuit, not easily characterized by a precise skill set or inventory of responsibilities; this book and its author argue otherwise, claiming there are definable, actionable methods to the role, and provide guidance designed to achieve more effective work.
Written by one of the industry's most knowledgeable client services executives, the book begins with a definition, then follows a path from an initial new business win to the beginning, building, losing, then regaining trust with clients.
It is a powerful source of counsel for those new to the business, for industry veterans who want to refresh or validate what they know, and for anyone in the middle of the journey to get better at what they do.