What Clients Really Want (And The S**t That Drives Them Crazy): The Essential Insider’s Guide for Advertising Agencies on How Account Management Can Create Great Client/Agency Relationships

by Chantell Glenville

What Clients Really Want (And The S**t That Drives Them Crazy) is the essential insider’s guide for advertising agencies on how account management can create great client/agency relationships. Forget what you think you know about what your clients need. To fully understand what they want from account management in advertising agencies, you need to get inside their minds. Written by an ex-client, who also spent seven years agency-side, this book factors the realities of agency life into every element, with practical and easy-to-implement advice for those just starting out in account management all the way through to account directors. The first ever book on client/agency relationships written by an ex-client, it provides insight into the dynamics at play in those relationships that you won’t find anywhere else. In this step-by-step guide you will • What simple actions you can take today to generate great relationships with your clients. • How to gain a deeper understanding of the pressures your clients face and why this is so important. • Practical day-to-day advice on how to master positive relationship building behaviours. • The strong re-occurring themes that cause client relationships to fall apart and how you can avoid them by applying; o The 9 essential behaviours to prevent damage to the client/agency relationship. o The 5 essential behaviours to take your client/agency relationships from good to great. "This will be gold dust for client-servicing professionals… it's a great reminder of what you need to do to build a brilliant relationship with your clients and how to be a true partner. It’s so important that you get to know them and care for their business and this book shows you what you need to do." Rick Kumar, Owner & Director, Moda Consult (Specialist Recruitment for Creative Agencies)

Genres: Business, Leadership, Management

64 pages, Kindle Edition

Published May 3, 2016

About the author

Chantell Glenville is the author What Clients Really Want (And The S**t That Drives Them Crazy) the essential insider's guide on how to create great client relationships. The first book on client relationships to be written by an ex-client

To further support the account management community along with the book, Chantell runs MasteringAccountManagement.com which provides information and advice on how to excel at account management.

Winner of the WACL Future Leader's Award 2013, Chantell has worked at some of the world's top creative communication agencies, such as AMV BBDO, VCCP and Dare, as well as client-side at Vodafone.

She is passionate about sharing her expertise in order to make peoples' lives easier. Watch out for her travel book coming later this year.

To find out more about Chantell's other interests, and read her personal blog which discusses topics relating to life and business in order to provide people with the tools and information to live happier lives, visit her website at ChantellGlenville.com

Reviews

[Diogo · Rating 3 out of 5]

Great insight into client-side expectations, especially for someone only used to the agency side of things, and how to build a relationship based on trust with clients. However, the conclusion felt a bit rushed and left a bit to be desired.

[Glenn Schmelzle · Rating 4 out of 5]

Chantal gives good tips for account managers. Some of them are right out of "Everything I need to know I learned in Kindergarten" but several would only be known by those who've worked on the front lines in the client/agency environment.

It's a good guide; I'm sharing it with the client-facing people in our agency.

[Jen · Rating 1 out of 5]

This book is horrible. Not worth your time.

[Khairul Akbar · Rating 4 out of 5]

What Clients Really Want (And The S**t That Drives Them Crazy) by Chantell Glenville is a practical book that explores how agencies can be seen as true partners, not just replaceable vendors. By emphasizing the importance of attention to detail, proactive communication, and honesty when facing problems, this book shows that the essence of the agency–client relationship lies in trust and humanity. Written in a straightforward style with real-life examples, it is relevant for anyone working in consulting and professional services, especially advertising.

[Kirk Coco · Rating 2 out of 5]

This is a very basic book on client management for a creative advertising business. While some basics are good, these helpful ideas would be best presented to a new employee just starting in the industry. For anyone else this is a little too introductory.

[Clint Heitz · Rating 4 out of 5]

Short, sweet, and to the point look at manageable ways to improve client relationships. I really appreciated the author's focus on even the small things that can add up to bigger problems.

[Andrew Banks · Rating 4 out of 5]

Brilliant book

A great book for anyone in agencies. It would benefit from being updated and made more generic as it is rather specific to creative agencies.

[Mike Ncube]

Not bad