ADVENTURES IN CLIENT SERVICE
A weekly refuge for people who deal with clients.
Part journal, part classroom, and part refuge. Essays on client service, agency life, writing, leadership, career, and the occasional human story that has something useful to share.
FEATURED
AI AND WORK · 2025
Can You Be Replaced by AI?
If all you are is an order taking account person the answer likely is you can. If however you are a resourceful, idea generating, problem solving account generalist effective at serving clients and collaborating with colleagues the answer is you can't, at least for the foreseeable future.
FEATURED
CLIENT SERVICE · 2026
"Be curious, not judgmental."
If you’re a person working in account management or client service, I suspect you too have been underestimated by others, by colleagues who work in Strategy, Creative, Production, or Media. By clients who wonder if you add value. By competitors who think you’re unnecessary and disposable.
You can try to persuade them otherwise, or you can use this to advantage.
REMOTE WORK
2025
Is Meeting Remotely Better Than Meeting in Person?
The agencies and clients who make time to meet in person will reap the benefit of stronger, deeper relationships and better more effective work.
ACCOUNT MANAGEMENT
2025
There is No Crying in Baseball
Baseball is a hard game to master. You know another thing that's hard? What you do is hard.
CLIENT SERVICE
2025
What the television show Adolescence teaches us about conflict resolution
When the time comes and you find yourself in similar circumstances with out of control clients or irrational colleagues you'd do well to think of Briony Ariston.
WRITING
2025
Hello sweetheart, get me rewrite
Unless you are the very rare exception to the rule you won't get to the finish line of the thing you're writing the first time out or even the third.
THE WORK
2025
Does being creative still matter in advertising?
How do you solve the challenge of too much work combined with too little time for too few staff, especially veteran talent capable of forging an effective solution?
STRATEGY
2025
Is there another, maybe better way to look at Creative Briefs?
Is there another, more practical and achievable way to look at Creative Brief formulation?
CLIENT SERVICE
2025
What do account people do anyway?
If you're a copywriter, art director or media planner describing what you do is easy. If you're an account person describing what you do is anything but.
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Robert Solomon · Author of The Art of Client Service