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The Art of Client Service: 58 Things Every Advertising & Marketing Professional Should Know
If you work with clients in any industry, The Art of Client Service is for you. If you work in an advertising or marketing agency, then this book is indispensable.
Distilling decades of experience, advertising executive Robert Solomon has compiled the definitive resource for advertising and marketing account executives: a fast-reading, pocket-size, actionable checklist of 58 essential ideas to help client service professionals improve their account management strategy and skills.
Now fully updated and revised, The Art of Client Service is geared to the entire account team -- copy writers, art directors, and planners, researchers, media executives, support staff -- anyone who works with clients. With brevity, levity, and clarity, Solomon recounts both successes and failures, and uses them to formulate fast-reading, actionable tips, including:
Know when to look it up; know when to make it up. (#7)
What happens when I screw up? (#51)
Respect what it takes to do great creative. (#19)
In a high-tech world, be low-tech (#46)
Be brief, be bright, be gone. (#31)
How to write a letter of proposal (#44)
The Zen of PowerPoint. (#45)
You'll also find new chapters on technology in advertising, the changing role of client service in an increasingly high-tech era, and an updated bibliography of essential reading.
Distilling decades of experience, advertising executive Robert Solomon has compiled the definitive resource for advertising and marketing account executives: a fast-reading, pocket-size, actionable checklist of 58 essential ideas to help client service professionals improve their account management strategy and skills.
Now fully updated and revised, The Art of Client Service is geared to the entire account team -- copy writers, art directors, and planners, researchers, media executives, support staff -- anyone who works with clients. With brevity, levity, and clarity, Solomon recounts both successes and failures, and uses them to formulate fast-reading, actionable tips, including:
Know when to look it up; know when to make it up. (#7)
What happens when I screw up? (#51)
Respect what it takes to do great creative. (#19)
In a high-tech world, be low-tech (#46)
Be brief, be bright, be gone. (#31)
How to write a letter of proposal (#44)
The Zen of PowerPoint. (#45)
You'll also find new chapters on technology in advertising, the changing role of client service in an increasingly high-tech era, and an updated bibliography of essential reading.
208 pages, Hardcover
First published April 25, 2003
55 people are currently reading
890 people want to read
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December 15, 2018
Very informative and easy to read book about how to be a good marketing account manager. The information is presented in easy to digest chunks with great, real world examples that help to drive the points home. You can tell that the author is very knowledgeable, but it never felt like he was trying to prove that he was the master of account service or that he knows better than anyone else. However, it did start feeling repetitive towards the end of the book, to the point where I wondered if I had already read the chapter.
Notes
- Define what success looks like at the outset, and make sure it's achieveable and realistic. What is the goal of the project? What reaction does the client want from their stakeholders?
- Know the client inside and out. Be completely steeped in their brand. Know the history, people, culture. Know what people and the press are saying about them. Consider their opportunities and threats and how you can address them.
- Be clear from the get go about schedules, budget and strategy, even on quick-turn, fire-drill projects.
- Manage client expectations from the outset, and make sure they clearly understand how the entire project will go/don't take concepts too literally so there's no disappointment/surprises down the road. Look out for blatant or subtle client concerns and address them/ask probing questions to get clarity.
- Keep creative briefs brief. They should be focused, sharp and tight. Involve the creative team in the process whenever possible. Focus on: current situation, problem the project is trying to solve (from the viewer's perspective), objective, benefit/promise (must be strong enough to overcome the problem and meet the objective), facts supporting the benefit/promise, audience, competitors, tone, mandatories.
- "Combine what you know with what you feel in order to push for new ideas and better solutions" (P27) sometimes you just need to use your instinct
- The marketing can't just be on strategy, it has to be engaging and make them want to pay attention
- "If you are satisfied with work that is merely good, you will never deliver great work for your clients" (p41)
- If a piece of work is bad, you need to clearly explain why, such as its not on strategy, don't engage the viewers, doesn't clearly deliver the message, etc.
- Typically three concepts is a good number to present; it provides choices without being overwhelming. But make sure you only present concepts you would be comfortable executing.
- Fight about the work with colleagues; fight for it with clients.
- As an account person, it is your job to improve the work that creatives show you, not approve it. Give constructive feedback that respects the work they put into it.
- Your job is to push for great, if what you're seeing is merely good.
- Presentations to existing clients are just as important as new business presentations.
- When giving a presentation to a client, it is important that one person from your doesn’t dominate the conversation or else you run the risk of the client thinking everyone else isn’t competent or senior enough to know what they’re doing. If someone doesn’t have a role in the meeting, they shouldn’t be there.
- Be prepared to adjust your presentation to your client’s needs instead of insisting on your own agenda. Otherwise they’ll tune it out.
- How you say it is second only to what you say. Sometimes it works best to speak informally and relaxed yet confidently, and that cannot happen when you wing it, it works better when you have time to prepare.
- The opening to a presentation is the most important and sets the tone for the entire conversation. A mistake in the beginning will throw you off your game.
- Anticipate what might happen and be prepared for it; that way you’ll be ready even if it doesn’t end up happening. Better to have it and not need it than need it and not have it.
- Make sure you can support what you say/recommend.
- Make sure you listen to your client; ask them questions and allow them to talk rather than spending the entire presentation talking yourself.
- Internal meetings need to be as punctual as client meetings. Start on time, end on time. Goal should be to make meetings as short as possible. Make sure all meetings are actually necessary, include only the necessary people and that you accomplish what you set out to accomplish.
- Create an agenda to determine if a meeting is actually necessary or if an email or phone call can suffice. If the meeting won’t advance the work or if you can accomplish that as effectively without a meeting, it’s not needed. If you do need a meeting, stick with the agenda and share the agenda with the client beforehand to get their input. Agenda is your guide, but don’t let it control the meeting if it ends up needing to go a different direction.
- Say what you have to say quickly, clearly and concisely.
- Send a follow up after each meeting/call in which a decision was made to make sure it’s clear to everyone.
- “The two fatal mistakes an account person can make are to become either the client’s ‘man’ at the agency or the agency’s ‘man’ at the client. Both fail. A good account person gives us objectivity, commitment, insight and—above all—truth.” - Martin Puris, CEO Ammirati & Puris. You need good judgement to be a good account person; and this comes from learning from previous bad judgement.
- You need face time with your clients. If you lack a reason to see them, make one.
- Need to make sure client feels loyal not just to you, but to others in the agency and to the agency as a whole.
- Great work wins business; a great relationship keeps it. Relationships are more than just face time; it’s also building trust with your client by asking the right questions, anticipating and solving problems, meeting commitments, managing expectations, eliminating unpleasant surprises, taking ownership and acting with integrity. A client who trusts you will forgive honest mistakes and partner with you in taking the risks that lead to great work.
- Collaboration is key. Don’t think of the different departments of your agency as competitors. You need one another to make the best possible marketing in the most efficient and cost effective way.
- Don’t make a commitment to a client (such as about tightening up a timeline) without consulting your team so you don’t make a promise you can’t keep.
- When a client makes a seemingly unreasonable request (about timeline, budget, revisions, etc.) don’t flat out say no and instead compromise.
- Get the facts on the table before giving your opinion so your opinion presents as informed.
- When the client is asking you to be an order taker to the detriment of the work, give them what they asked for but also present other options that give them what they need and solves the problems that what they asked for presented.
- Always advise clients up front about the cost or timing implications of their decisions so they can make an informed decision instead of being surprised later.
- Deal with trouble head on instead of waiting; you want to be the ones to deliver the bad news to your client rather than them finding out from another source.
- When having a dinner with a client, make sure it’s no more than 2 agency people per 1 person from the client side.
- Make sure you always say thank you to your team. It will show that you appreciate them and make them more willing to go the extra mile when you need them to.
- Great account people embody integrity, judgement, ideas, creativity, communication, patience, discipline, grace under pressure, a sense of humor, meticulousness, a sense of ownership, a spirit of collaboration, self-effacement, a sense of context and a service orientation.
Notes
- Define what success looks like at the outset, and make sure it's achieveable and realistic. What is the goal of the project? What reaction does the client want from their stakeholders?
- Know the client inside and out. Be completely steeped in their brand. Know the history, people, culture. Know what people and the press are saying about them. Consider their opportunities and threats and how you can address them.
- Be clear from the get go about schedules, budget and strategy, even on quick-turn, fire-drill projects.
- Manage client expectations from the outset, and make sure they clearly understand how the entire project will go/don't take concepts too literally so there's no disappointment/surprises down the road. Look out for blatant or subtle client concerns and address them/ask probing questions to get clarity.
- Keep creative briefs brief. They should be focused, sharp and tight. Involve the creative team in the process whenever possible. Focus on: current situation, problem the project is trying to solve (from the viewer's perspective), objective, benefit/promise (must be strong enough to overcome the problem and meet the objective), facts supporting the benefit/promise, audience, competitors, tone, mandatories.
- "Combine what you know with what you feel in order to push for new ideas and better solutions" (P27) sometimes you just need to use your instinct
- The marketing can't just be on strategy, it has to be engaging and make them want to pay attention
- "If you are satisfied with work that is merely good, you will never deliver great work for your clients" (p41)
- If a piece of work is bad, you need to clearly explain why, such as its not on strategy, don't engage the viewers, doesn't clearly deliver the message, etc.
- Typically three concepts is a good number to present; it provides choices without being overwhelming. But make sure you only present concepts you would be comfortable executing.
- Fight about the work with colleagues; fight for it with clients.
- As an account person, it is your job to improve the work that creatives show you, not approve it. Give constructive feedback that respects the work they put into it.
- Your job is to push for great, if what you're seeing is merely good.
- Presentations to existing clients are just as important as new business presentations.
- When giving a presentation to a client, it is important that one person from your doesn’t dominate the conversation or else you run the risk of the client thinking everyone else isn’t competent or senior enough to know what they’re doing. If someone doesn’t have a role in the meeting, they shouldn’t be there.
- Be prepared to adjust your presentation to your client’s needs instead of insisting on your own agenda. Otherwise they’ll tune it out.
- How you say it is second only to what you say. Sometimes it works best to speak informally and relaxed yet confidently, and that cannot happen when you wing it, it works better when you have time to prepare.
- The opening to a presentation is the most important and sets the tone for the entire conversation. A mistake in the beginning will throw you off your game.
- Anticipate what might happen and be prepared for it; that way you’ll be ready even if it doesn’t end up happening. Better to have it and not need it than need it and not have it.
- Make sure you can support what you say/recommend.
- Make sure you listen to your client; ask them questions and allow them to talk rather than spending the entire presentation talking yourself.
- Internal meetings need to be as punctual as client meetings. Start on time, end on time. Goal should be to make meetings as short as possible. Make sure all meetings are actually necessary, include only the necessary people and that you accomplish what you set out to accomplish.
- Create an agenda to determine if a meeting is actually necessary or if an email or phone call can suffice. If the meeting won’t advance the work or if you can accomplish that as effectively without a meeting, it’s not needed. If you do need a meeting, stick with the agenda and share the agenda with the client beforehand to get their input. Agenda is your guide, but don’t let it control the meeting if it ends up needing to go a different direction.
- Say what you have to say quickly, clearly and concisely.
- Send a follow up after each meeting/call in which a decision was made to make sure it’s clear to everyone.
- “The two fatal mistakes an account person can make are to become either the client’s ‘man’ at the agency or the agency’s ‘man’ at the client. Both fail. A good account person gives us objectivity, commitment, insight and—above all—truth.” - Martin Puris, CEO Ammirati & Puris. You need good judgement to be a good account person; and this comes from learning from previous bad judgement.
- You need face time with your clients. If you lack a reason to see them, make one.
- Need to make sure client feels loyal not just to you, but to others in the agency and to the agency as a whole.
- Great work wins business; a great relationship keeps it. Relationships are more than just face time; it’s also building trust with your client by asking the right questions, anticipating and solving problems, meeting commitments, managing expectations, eliminating unpleasant surprises, taking ownership and acting with integrity. A client who trusts you will forgive honest mistakes and partner with you in taking the risks that lead to great work.
- Collaboration is key. Don’t think of the different departments of your agency as competitors. You need one another to make the best possible marketing in the most efficient and cost effective way.
- Don’t make a commitment to a client (such as about tightening up a timeline) without consulting your team so you don’t make a promise you can’t keep.
- When a client makes a seemingly unreasonable request (about timeline, budget, revisions, etc.) don’t flat out say no and instead compromise.
- Get the facts on the table before giving your opinion so your opinion presents as informed.
- When the client is asking you to be an order taker to the detriment of the work, give them what they asked for but also present other options that give them what they need and solves the problems that what they asked for presented.
- Always advise clients up front about the cost or timing implications of their decisions so they can make an informed decision instead of being surprised later.
- Deal with trouble head on instead of waiting; you want to be the ones to deliver the bad news to your client rather than them finding out from another source.
- When having a dinner with a client, make sure it’s no more than 2 agency people per 1 person from the client side.
- Make sure you always say thank you to your team. It will show that you appreciate them and make them more willing to go the extra mile when you need them to.
- Great account people embody integrity, judgement, ideas, creativity, communication, patience, discipline, grace under pressure, a sense of humor, meticulousness, a sense of ownership, a spirit of collaboration, self-effacement, a sense of context and a service orientation.
February 3, 2017
An easy read with many short, sharp facts about great client service and great work
Whether you're in advertising and account management or not, Robert's 2-3 page nuggets of wisdom are easy to read bit by bit or all at once
It's obvious the man speaks from experience and weaves many relatable stories into his lessons.
Definitely worth a read
Whether you're in advertising and account management or not, Robert's 2-3 page nuggets of wisdom are easy to read bit by bit or all at once
It's obvious the man speaks from experience and weaves many relatable stories into his lessons.
Definitely worth a read
January 22, 2019
Good book for account managers or leaders of agencies. The book is focused on advertising but applies to a wide range of (marketing) agencies. All lessons or how tos are supported by examples or cases but these cases could do with more depth in my opinion. For example budgeting could have been elaborated on more. But perhaps that's my personal preference. I'd recommend the book for client facing marketing professionals.
July 21, 2025
Masterpiece on advertising client service and management. Really valuable and great advices form everyone around advertising industry. I especially liked 15 books recommendation on the end of this book.
September 3, 2013
An excellent concise view of the world of client service. The author isn't afraid to point out his own flaws and mistakes, which in turn shone a light on similar things I've done myself and hopefully have learned from it need to change. Look forward to referencing this every now and then as a little refresher just to keep me on my toes.
July 3, 2016
Have an open mind when you read this. Learn from it together with experience.
November 18, 2020
Accounts for Dummies. All common sense but important ideas to internalize. A nice reinforcement of basic guiding principles and a reminder of why I love what I do.
September 22, 2025
Roadshow ô tô là hình thức quảng cáo lưu động cao cấp, dùng một đoàn xe ô tô được trang trí đồng bộ để diễu hành qua các tuyến phố nhằm thu hút sự chú ý và lan tỏa thông điệp về thương hiệu, sản phẩm hoặc dịch vụ. Bằng cách sử dụng xe cá nhân, xe sang, hoặc xe khách lớn, có thể kết hợp với các vật phẩm quảng cáo sáng tạo như màn hình LED, mockup 3D, hoặc đội PG/PB, mascot để tương tác trực tiếp với người đi đường, chiến dịch tạo được sự ấn tượng mạnh và thể hiện đẳng cấp.
Có nhiều hình thức phổ biến: Roadshow bằng xe 4-7 chỗ, Luxury Roadshow với xe lớn (45 chỗ), hoặc các chiến dịch sáng tạo với trang trí đặc biệt, vật phẩm quảng cáo độc lạ. Ưu điểm gồm: hiệu ứng thị giác mạnh, khả năng tiếp cận linh hoạt (chọn lộ trình đúng khu dân cư đông người), và tiềm năng lan truyền trên mạng xã hội cao nhờ hình ảnh đẹp, video dễ chia sẻ.
Chi phí thực hiện phụ thuộc vào số xe, loại xe, thiết kế, thời gian triển khai, độ sáng tạo của trang trí… Ví dụ giá cho xe 4–7 chỗ thường khoảng 8-10 triệu đồng mỗi xe mỗi ngày; xe 45 chỗ cao cấp có thể từ ~30-40 triệu đồng trở lên. Xem thêm tại đây: https://quangcaophoenix.com/quang-cao-roadshow-o-to-la-gi/
Nếu bạn đang tìm kiếm một đối tác tin cậy để tổ chức roadshow ô tô hiệu quả và chuyên nghiệp, hãy liên hệ ngay với Phoenix Media Group qua hotline 0356229511. Chúng tôi cam kết mang đến những giải pháp tối ưu, giúp thương hiệu của bạn tỏa sáng!
#roadshow_o_to
#quang_cao_phoenix
#phoenix_media_group
Có nhiều hình thức phổ biến: Roadshow bằng xe 4-7 chỗ, Luxury Roadshow với xe lớn (45 chỗ), hoặc các chiến dịch sáng tạo với trang trí đặc biệt, vật phẩm quảng cáo độc lạ. Ưu điểm gồm: hiệu ứng thị giác mạnh, khả năng tiếp cận linh hoạt (chọn lộ trình đúng khu dân cư đông người), và tiềm năng lan truyền trên mạng xã hội cao nhờ hình ảnh đẹp, video dễ chia sẻ.
Chi phí thực hiện phụ thuộc vào số xe, loại xe, thiết kế, thời gian triển khai, độ sáng tạo của trang trí… Ví dụ giá cho xe 4–7 chỗ thường khoảng 8-10 triệu đồng mỗi xe mỗi ngày; xe 45 chỗ cao cấp có thể từ ~30-40 triệu đồng trở lên. Xem thêm tại đây: https://quangcaophoenix.com/quang-cao-roadshow-o-to-la-gi/
Nếu bạn đang tìm kiếm một đối tác tin cậy để tổ chức roadshow ô tô hiệu quả và chuyên nghiệp, hãy liên hệ ngay với Phoenix Media Group qua hotline 0356229511. Chúng tôi cam kết mang đến những giải pháp tối ưu, giúp thương hiệu của bạn tỏa sáng!
#roadshow_o_to
#quang_cao_phoenix
#phoenix_media_group
April 28, 2024
Đọc cuốn này 2 lần rồi và hứa sẽ tiếp tục đọc lại tiếp. 10 đỉm không có nhưng.
Mặc dù bối cảnh viết và những ví dụ minh hoạ được lấy ở Mỹ nhưng tính bao quát và toàn diện của nó thật sự rất giá trị, dễ dàng nhìn thấy và áp dụng được ở khắp mọi nơi. Đúng y như lời nhận xét của chị Lâm Hồng Lan trên bìa sách "Đọc để hiểu một ngành quảng cáo không-hào-nhoáng...", để hiểu hơn về công việc của Account và 1001 câu chuyện "làm dâu trăm bề".
Đây là cuốn sách giúp mình hoàn thiện công tác chuẩn bị tinh thần và bình tâm bước vào hành trình làm Account Executive. Và cũng trên hành trình ấy, mỗi lần chênh vênh và cảm thấy bất công, áp lực thì sẽ tự nhắc nhở bản thân hít thở sâu và kiên định. 58 điều cần-biết, phải-làm tinh tuý đúc kết trong sách không khô khan sáo rỗng, mà được trình bày thực tế, giúp bạn an tâm rằng "mình không đơn độc".
Cực kỳ highly recommend cho những bạn định hướng theo công việc Project Management - Account, nhất là level <2 năm kinh nghiệm.
Mặc dù bối cảnh viết và những ví dụ minh hoạ được lấy ở Mỹ nhưng tính bao quát và toàn diện của nó thật sự rất giá trị, dễ dàng nhìn thấy và áp dụng được ở khắp mọi nơi. Đúng y như lời nhận xét của chị Lâm Hồng Lan trên bìa sách "Đọc để hiểu một ngành quảng cáo không-hào-nhoáng...", để hiểu hơn về công việc của Account và 1001 câu chuyện "làm dâu trăm bề".
Đây là cuốn sách giúp mình hoàn thiện công tác chuẩn bị tinh thần và bình tâm bước vào hành trình làm Account Executive. Và cũng trên hành trình ấy, mỗi lần chênh vênh và cảm thấy bất công, áp lực thì sẽ tự nhắc nhở bản thân hít thở sâu và kiên định. 58 điều cần-biết, phải-làm tinh tuý đúc kết trong sách không khô khan sáo rỗng, mà được trình bày thực tế, giúp bạn an tâm rằng "mình không đơn độc".
Cực kỳ highly recommend cho những bạn định hướng theo công việc Project Management - Account, nhất là level <2 năm kinh nghiệm.
July 10, 2024
My boss gave me this book, and I really enjoyed it. Right away I was interested that this book is specifically aimed for up-and-coming account executives at creative agencies, which just happens to be my situation. Aside from work experience, you’re not really taught what account management is all about, but this book outlined great information in an easily digestible way. It does really well at sectioning its pieces of advice. The examples and stories were kept minimal, keeping the points short and direct. I find myself repeating random chapter headings to help myself when in the office, so I’d say the content is very important and memorable!
December 31, 2024
Quyển sách này là sách gối đầu giường của nhiều thế hệ Account trong gần 15 năm nay.
Và những gì mình đọc, học và ngẫm được từ sách vẫn có giá trị cho tới tận hôm nay, là cốt lõi của Agency. Nhưng bản thân mình cảm thấy, bất cứ ai dù đang làm ngành nghề gì cũng có thể đọc cuốn sách này, từ đạo đức làm nghề, cách giao tiếp với khách hàng, cách nhìn nhận vấn đề và xử lí.
Cuốn sách này mang tính bao quát và toàn diện, tuy nhiên mình vẫn thích nếu sách có nhiều ví dụ thực tiễn hơn vì tác giả đã làm nhiều năm trong nghề và mình muốn đọc thêm về những gì ông trải qua. Mình chấm 4.8/5 nhen.
Và những gì mình đọc, học và ngẫm được từ sách vẫn có giá trị cho tới tận hôm nay, là cốt lõi của Agency. Nhưng bản thân mình cảm thấy, bất cứ ai dù đang làm ngành nghề gì cũng có thể đọc cuốn sách này, từ đạo đức làm nghề, cách giao tiếp với khách hàng, cách nhìn nhận vấn đề và xử lí.
Cuốn sách này mang tính bao quát và toàn diện, tuy nhiên mình vẫn thích nếu sách có nhiều ví dụ thực tiễn hơn vì tác giả đã làm nhiều năm trong nghề và mình muốn đọc thêm về những gì ông trải qua. Mình chấm 4.8/5 nhen.
February 26, 2017
Quyển sách là một tập hợp các kinh nghiệm làm việc với khách hàng của tác giả. Và thú thật, đây đều là những quan sát, kinh nghiệm vượt thời gian. Kiểu như, bạn sẽ vẫn phải học và ghi nhớ những điều như thế trong suốt sự nghiệp làm việc với khách hàng.
Hành văn đơn giản, dễ hiểu (cảm ơn các bạn chuyển ngữ). Kinh nghiệm phong phú, thuyết phục. Xứng đáng là một quyển sách phải có của nghề Account trong giới Quảng cáo, truyền thông.
Hành văn đơn giản, dễ hiểu (cảm ơn các bạn chuyển ngữ). Kinh nghiệm phong phú, thuyết phục. Xứng đáng là một quyển sách phải có của nghề Account trong giới Quảng cáo, truyền thông.
January 7, 2018
كتاب عادي جدا ربما يكون متخصص لمن يحترف الإعلان والتسويق لا انصح به
فن خدمة الزبائن
حدد النجاح عند البداية ولكن لا تراهن عليه
أن رأيا ثاقباً واحداً يعادل الف معلومة يأتي وقت تضطر فيه أن تضع البحث جانباً وتتبع حدسك
من الأفضل ان تتوفر بين يديك ولا تحتاجها من ان تحتاجها ولا تتوفر بين يديك
أيد أقوالك بالبراهين
ابدأ في الوقت المحدد وأنه في الوقت المحدد
وجه الاجتماع ولكن لا تهيمن عليه
تذكر ان تقول شكرًا
فن خدمة الزبائن
حدد النجاح عند البداية ولكن لا تراهن عليه
أن رأيا ثاقباً واحداً يعادل الف معلومة يأتي وقت تضطر فيه أن تضع البحث جانباً وتتبع حدسك
من الأفضل ان تتوفر بين يديك ولا تحتاجها من ان تحتاجها ولا تتوفر بين يديك
أيد أقوالك بالبراهين
ابدأ في الوقت المحدد وأنه في الوقت المحدد
وجه الاجتماع ولكن لا تهيمن عليه
تذكر ان تقول شكرًا
November 1, 2017
A short, quick, and easy read with some good points even if you're not an account manager. The second half started dwindling down in quality though, and often rephrased the same advice that had been stated earlier. Perhaps rather than just short chapters of general advice, the author should have incorporated more anecdotes from his own experiences in the ad game to go deeper into the topic.
December 5, 2019
- Communicating isn’t just about what you say, it’s about listening and really
hearing what the other person says. It’s about the ability to interpret the subtext,
not just the text, of any communication.
- Now, what about skill? Communication is at the top list, both written and oral.
- No matter how good (or bad) your writing is, it will get better.
hearing what the other person says. It’s about the ability to interpret the subtext,
not just the text, of any communication.
- Now, what about skill? Communication is at the top list, both written and oral.
- No matter how good (or bad) your writing is, it will get better.
March 2, 2022
Hoàn thành sau khi tạm nghỉ vị trí Account Executive ở 1 PR Agency. Những ký ức về các lỗi lầm, những lần phát hoảng, phát điên vì công việc ùa về, khiến mình thấy sợ không biết có còn nên theo là Account Agency nữa ko. Nhưng rồi nghĩ vị trí nào, tổ chức nào cũng có cái "khiến mình tức điên" thôi, quan trọng là sau khi tức điên đó, mình vẫn muốn đi theo nó:)))
January 25, 2019
A very well written book. The reason I’m giving it such a low rating is simply because it seemed like it would apply tips to self-marketing or marketing in general, but it’s actually more of a book for those working with corporate agencies.
February 7, 2019
I found this book really helpful in articulating not just best practice, but why things should be done a certain way. There were some ideas that would now be outdated (having read the original 2003 edition), but most of the concepts hold.
September 20, 2025
This book makes some important points - probably most of the things you need to know to provide good client service as an advertising professional. It would benefit from being more clearly structure, though. It is a bit chaotic, like a brain dump.
November 7, 2017
Muito bom pra quem vai atender diretamente clientes na área de comunicação. Recomendo!
May 15, 2018
Excellent book for those who work in ad agencies. If I were the CEO of an agency, I’m make all my new hires read it.
June 18, 2020
If you're an Account Manager who works in an Advertising Agency like I do, this book is going to be your manual in this industry. Definitely one of my top favorite books in the world.
January 23, 2022
An excellent read for anyone in the advertising, marketing or relations professions. I just finished it, and my team at my PR firm is currently reading it. Very substantive and practical.
August 14, 2022
Great refresher.
September 26, 2022
2.5 stars
January 3, 2024
Reading this for work to better understand what account people do. Pretty obvious, but still useful!
May 22, 2025
Very concise, and a lot of great tips.
March 20, 2017
Great book, not only for Creative & Makerting field, but also for all professional jobs...
February 19, 2017
The book provides a good insight about client servicing as a whole. Even though there were examples of own and other brands, it got a bit boring in the second half. Some things were just the same- Draped and re-served. It should have been more like a story telling than lesson giving. Otherwise, everything else was great. It had some good take aways I would use in my agency. Some topics were crisp and strong and really helpful. Good work Robert Solomon, keep writing!
December 16, 2012
A great reminder of what it means to provide great customer service within an ad agency setting, ideas that can be carried over into any real 'service' profession. Providing great service to the level Robert Solomon describes takes a unique blend of communication skills, creativity, eye for detail, a healthy but restrained ego, and much more - all broken out into easy to read chapters that make this book a quick read. I see myself referring to this book regularly.
My only real issue is that the author could have provided more stories and details from his rich past in the ad game. He scratches the surface, but would have liked to have gotten deeper in the trenches. Overall though, a really solid lesson in what it takes to make it as an account manager - or any other profession that requires a deep level of customer service. Thanks Robert,
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