The Art of Client Service

The Art of Client Service presents 58 core principles for account managers and client service professionals in advertising and marketing agencies. Solomon draws from his decades of experience to outline fundamental practices for building and maintaining successful client relationships. The book provides specific guidance on critical skills like running meetings, writing proposals, managing projects, and handling difficult client situations. Each chapter focuses on a single principle and includes real-world examples that illustrate both successful and unsuccessful approaches to client service. Through case studies and practical scenarios, Solomon demonstrates how to navigate common challenges such as unrealistic client demands, internal team conflicts, and communication breakdowns. The book addresses both strategic relationship management and day-to-day operational requirements. At its core, this is a manual about transforming account management into a practice of leadership and partnership rather than mere order-taking. The principles aim to elevate client service from a support function to a central driver of agency and client success.

Readers describe this as a practical guide for day-to-day client service challenges in advertising and marketing. Marketing professionals and agency staff note its usefulness for both beginners and veterans. Readers appreciate: - Short, digestible chapters with actionable advice - Real-world examples and case studies - Clear writing style without unnecessary jargon - Specific tips for handling difficult client situations Common criticisms: - Some advice feels basic or obvious for experienced professionals - Limited focus on digital/modern agency work - Repetitive points across chapters - Occasional dated references Ratings: Goodreads: 4.0/5 (200+ ratings) Amazon: 4.5/5 (150+ ratings) Notable reader comments: "Perfect for junior account executives" - Amazon reviewer "Would have saved me years of learning things the hard way" - Goodreads reviewer "Too focused on traditional agency models" - Marketing professional on LinkedIn

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🔸 The author, Robert Solomon, spent over 30 years working at major advertising agencies including Ogilvy & Mather, Ammirati & Puris, and Rapp. 📚 The book has gone through multiple editions since its first publication in 2003, with each update incorporating new insights about digital marketing and evolving client relationships. 💡 Solomon advocates for the "58 Things" approach - breaking down client service into 58 essential principles that can be mastered one at a time. 🤝 The book emphasizes that great client service is about managing both up and down - meaning account executives must effectively communicate with both clients and their own agency teams. 📱 Recent editions address how social media and digital communications have changed client expectations for response times and accessibility, while maintaining that core relationship principles remain unchanged.