CLIENT SERVICE
Client service is not a department. It is a discipline.
The work of an account person is not to relay messages. It is to filter, clarify, interpret, and protect the work, to reduce the distance between the client and the best version of the thinking.
The Art of Client Service
The book that shaped a generation of account people. Six core principles, hard-won, still useful, and arguably more critical to success than when they were first written.
The Triangle: Relationship, Trust, Work
Relationship builds trust. Trust gives clients permission to buy brave work. Great work strengthens the relationship. If any single side is neglected it weakens the other two.
Listening as a Professional Skill
The brief is usually hiding inside the client's ramble. Listening is not waiting to speak; it is hearing not just the text of what a client says, but also its sub-text, meaning what the client did NOT quite say but meant.
Reducing Friction
Every small action either builds trust or undermines it. The best account people are quiet removers of friction so the work survives the meeting.
Teaching Account People to Think, Not Relay
A career in service is a career built on in-the-moment judgment. The job is to be the smartest person in the room about your client and the most useful one when it comes to the work.
FOR YOUR TEAM
Workshops for agencies that want better client service taught by the person who wrote the book.
· Half-day or full-day formats
· In-person or remote
· Account, creative and leadership tracks
· Tailored to the firm and its work
Solomon Strategic
A micro-conglomerate built around one experienced generalist with a single objective: changing behavior.
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Robert Solomon · Author of The Art of Client Service